Over 7 years of experience in IT industry, specialization on service desk. Have served in flexibible roles for Training and driving operations end to end. A well understanding on different approach of service desk with a deep thinking ability to resolve complex issues and achive metrics.Expertise in IT Operations & Training structure with 7+ Years experience. ~Driving & developing Training Programs.~Structuring Technical observation in to productive modules for smooth functioning of Operations & Training Management. ~Constructing bridge with EU to facilitate operations for timely deliverables. ~Establishing Infrastructure Management. ~Driving On-boarding & Off-Boarding Activities, Including Process Training~TNI Analysis to achieve Process Excellence.~Driving Outages & Identifying scope for PI~Implementing ITIL good practices.~Maintaining hygiene for a structured environment Eg- Ticketing, QA Parameters, Performing Audits, Dispatcher, Awareness on Escalation metrics. ~RCA(Root cause analysis) for brief knowledge of process gaps and learning opportunities. ~Team Handling: Coaching, Performance Reviews, Feedbacks & Coaching~Client Service~Roaster planning~Understanding on Outages/MIM Engaging different support groups for resolving complex IT issues. ~Exposed to SLA and KPI parameters.