At Snowflake Inc., I monitored production environments as Frontline Command Center Lead and directed incident triage across 150+ global enterprise environments. I maintained 95%+ SLA compliance through real-time queue governance.
I built a high-priority escalation workflow from scratch that reduced operational backlog by 30%. I also developed Power BI dashboards for workload forecasting, queue analytics, and KPI tracking.
At Concentrix Corp. (Microsoft), I managed queues and resources for the client's developer support line and acted as a backup for my manager and an escalation point of contact. I led 24x7 command center operations and workforce coordination for a 25+ member team, improving resolution turnaround time by 25%.
At Minacs Ltd. (Lenovo), I managed order lifecycles and escalations, and trained new team members. Earlier, as a Technical Service Associate, I provided first-call support for Lenovo hardware issues, including Windows OS and basic hardware and network troubleshooting.
