• Devising ways to increase customer satisfaction and resolution efficiency.• Upgrading the disaster kits and testing them. Holding sessions to assign and train team members in their respective roles in case of emergency.

• Act as a champion for corporate processes such as Incident, Problem & Change management, taking feedback to develop and maintain processes and ensuring an efficient and effective service is delivered in line with customer SLAs.• Managing a team of engineers that provided on site technical support to our client.• Training and implementing BMC Remedy Ticketing tool.• Monitoring all IT systems and taking necessary actions to resolve/pretend failure.

• Working on BBC's W2020 project. A part of the team that is responsible for systematically upgrading/replacing the existing technology. Upgrading servers and installing new ones in collaboration with BBC's overseas operations team.• Act as a point of escalation for queries from colleagues. Providing technical support- desktop support, MDM(mobile device management) for both phones and laptops(mac os) using Airwatch Agent, software support, hardware support and network support.• Providing technical support for various in-house Radio and TV programs.

Created content for our clients that were mostly SMBs in the consumer area across various verticals.