Jan 2021 – Jan 2025 · 4 yrs · Stuttgart Region

• 1. Lead, mentored and managed a team of IT Service Desk professionals for Europe.
• 2. Overseen daily operations of the IT Service Desk, ensuring timely and effective resolution of technical issues and service requests.
• 3. Managed IT tools and systems, supported system upgrades, and optimized ticket processes.

Dec 2018 – Oct 2021 · 2 yrs 10 mos

• 1. Implemented a Major Incident Communication template within Service Now, resulting in a 30% reduction in errors during incident communication and a 25% increase in the speed of communication with stakeholders.
• 2. Reduced major incidents by 50% post changes over the weekend, after implementing a change management process that emphasized rigorous testing and stakeholder communication.

Dec 2014 – Dec 2018 · 4 yrs

• 1. Ensured that all incidents are logged, categorized, prioritized, and resolved within the agreed service level targets.
• 2. Ensured that all incidents are tracked and reported, and that the root cause of incidents is identified and addressed.
• 3. Facilitated CSI activities and process improvements around IM/MIM, resulting in more efficient incident
• management.

May 2011 – Dec 2014 · 3 yrs 7 mos

• 1. Managed and motivated a team of 12 customer service agents, providing guidance and coaching to support their professional growth and development, and ensuring team members are meeting performance targets.
• 2. Developed and maintained effective relationships with UK-based client, including regular communication and collaboration to ensure service level agreements and client expectations are being met.
• 3. Coordinated and overseen the delivery of high-quality customer service to UK customer base, including handling of customer inquiries, complaints, and escalations, and ensuring timely resolution of issues by the team.
• 4. Monitored and analyzed team and client performance metrics, identify areas for improvement, and implement corrective actions as needed to improve client satisfaction, agent performance, and operational efficiency.

Jan 2010 – May 2011 · 1 yr 4 mos · Amritsar Area, India

• 1. Used to provide technical support to one of the biggest Indian Telco’s.
• 2. I was part of Pilot project during the launch of 3G services on the mobile.
• 3. Sharing best practices with new members in the team.