At Zoom Communications, I’m the IT Support & Continual Improvement Lead and service owner for AI ChatBot and Agentic AI Voice Bot platforms supporting enterprise IT & PX operations. These platforms, built on Zoom AI Studio and Zoom Contact Center, achieved approximately 85% chat containment and 35% voice containment.
I lead service delivery and ITIL-aligned governance across incident, problem, change, and knowledge management. I also establish KPI frameworks and dashboards, govern service levels, and communicate service health and risks to stakeholders.
At Accenture, I led ITSM delivery for a UK utilities client across application maintenance and production environments, including L2/L3 support. I managed service performance and escalations, and supported AWS environments using Splunk Enterprise and Automation Anywhere.
Earlier at Accenture, I delivered automation solutions for internal teams and worked on a UK banking project migrating mainframe Assembly applications to C/CPP in Linux environments. My experience also includes service improvement, AI and automation operations, and ITIL-based service governance.
