Aug 2017 – Apr 2026 · 8 yrs 8 mos · Hyderabad · Hybrid

• Led a team of service desk and desktop support engineers, ensuring high-quality IT support across end-user environments
• Facilitated Agile ceremonies including daily stand-ups, sprint planning, sprint reviews, and retrospectives
• Guided teams in adopting and adhering to Agile/Scrum principles and best practices
• Removed impediments and blockers to ensure smooth sprint execution and continuous delivery
• Acted as a servant leader, coaching team members to improve collaboration, accountability, and performance
• Managed lifecycle of IT assets including procurement, deployment, maintenance, and decommissioning
• Managed end-to-end service delivery, consistently meeting or exceeding SLAs and KPIs for incident and request resolution
• Improved end-user satisfaction scores by implementing proactive support strategies and feedback mechanisms
• Ensured compliance with IT security policies, patch management, and endpoint protection standards
• Prepared and presented service performance reports, dashboards, and metrics to senior leadership
• Collaborated with cross-functional teams and business stakeholders to align IT services with organizational needs
• Prepared and presented service performance reports, dashboards, and metrics to senior leadership
• Planned team capacity, shift schedules, and resource allocation to support 24/7 operations where required
• Led hiring, onboarding, training, and performance management of team members
• Controlled budgets and optimized operational costs for end-user services

Aug 2014 – Jun 2017 · 2 yrs 10 mos · Hyderabad, Telangana, India

• ➣Effectively handled major incidents by collaborating with Incident Managers and conducted real-time and continuous follow-up with Global Support teams for critical incident solutions
• ➣Deftly managed escalated and technically complex, critical or politically hot customers issues and provided resolutions with complete ownership for the issue to build and maintain a relationship with customers
• ➣Continuously followed-up with the support team for relevant notification updates as per SLA and drive resolution
• ➣Responsible for sending all Incident notifications as per the agreed process and contributing to ongoing process and operational improvement and Incident Time Line Report immediately after every resolution as per the process
• ➣Provided employee training and instructions (through presentations) on basic operations of software and technical support

Nov 2010 – Oct 2012 · 1 yr 11 mos

• ➣Provided Level 2 technical support to US customers, including basic troubleshooting of hardware, software, network, printer and scanner issues
• ➣Proficiently guided customers to fix their computer issues through remote access
• ➣Configured and troubleshot email issues for clients on Microsoft outlook and Eudora mail

May 2010 – Nov 2010 · 6 mos · Hyderabad, Telangana, India

• ➣Accountable for configuring Laptops and Desktops, troubleshooting hardware and software issues in Desktops and Laptops, network connectivity issues, as well as issues in local and network printers
• ➣Involved in the software upgradation and McAfee Antivirus Support for systems
• ➣Documented each user call and the resolution, which helped in resolving related future calls

May 2010 – Nov 2010 · 6 mos

Nov 2005 – Oct 2007 · 1 yr 11 mos · Hyderabad, Telangana, India

• ➣Efficiently provided customer support related to their credit cards also processed credit card applications
• ➣Prepared shift roaster for a team of 27 members
• ➣Precisely prepared AHT Sheet and monitored agents performance on a weekly and monthly basis