Open to opportunities

Aparna Awasthi

@aparnaawasthi

Message

I deliver service excellence across IT helpdesk and HR operations through stakeholder-led execution.

India

Message

What I'm looking for

I’m looking for a role where I can own end-to-end service delivery, lead stakeholder execution, and improve IT and HR operations. I want a collaborative team and clear SLAs, with room to drive continuous improvement and transitions.

I’m a results-oriented service delivery professional with deep experience in global IT Help Desk operations and stakeholder consultations. I translate executive strategies into actionable, cross-functional initiatives that keep service steady and customer-focused.

In my current role as a Service Delivery Partner, I act as a Swiss process SPOC for employment testimonial activities, support team training across Prague and Cairo, and lead critical issue resolution with People Partners, Policies and Standards, and Legal. I also serve as the process lead for Swiss hiring workflows, including contract creation and employee database management, and I drive service excellence during key transitions.

Earlier, I worked as an IT helpdesk support engineer for German operations, handling L1 triage within SLA, logging details in ITSM, and resolving issues across endpoints, identity, messaging, VPN, collaboration, and printing. Before that, I led teams and delivered operational and analytical work across logistics and telecom services—supporting ISO/audit efforts, ERP-based operations, MIS reporting, and SLA escalation—while strengthening capability through coaching, reviews, and continuous improvement.

Experience

Work history, roles, and key accomplishments

Service Delivery Partner

H2R Services Switzerland

Oct 2022 - Mar 2026 (3 years 5 months)

Served as a Swiss employment testimonial SPOC and trained Prague/Cairo teams. Led Swiss hiring processes (contract creation and employee database management) and resolved critical employee issues in coordination with People Partners, Policies and Standards, and Legal.

Cross Functional Collaboration Service Delivery Training Swiss Hiring Process Leadership Contract Creation Employee Data Management Policy and Standards Coordination Legal Coordination IT Service Excellence Transition Management

IT Helpdesk Support Engineer

Varyon.de

May 2022 - Oct 2022 (5 months)

Provided L1 IT helpdesk support for German operations, triaging and resolving contacts within SLA and logging details in ITSM. Troubleshot endpoint, identity, messaging, VPN, collaboration, and printing issues using Microsoft 365, Windows 10/11, and Entra/Azure AD.

Microsoft 365 Outlook Teams Windows 10 ServiceNow ITSM Identity Management Messaging VPN Troubleshooting Collaboration Printing Issues Remote Assistance Data Privacy

Production Assistant

Raben Logistics GmbH

Nov 2013 - Dec 2017 (4 years 1 month)

Led sub-teams (10 people) delivering business services for the North America region while driving process efficiency, cost efficiency projects, and ISO audits. Managed team productivity and ERP compliance, identified training gaps, and supported employee engagement through feedback, coaching, and reviews.

Team Management Performance Reviews Employee Engagement Process Efficiency Productivity Management

M.I.S. Analyst and Customer Complaints

Alcatel-Lucent Managed Services (P) Ltd.

Nov 2008 - Dec 2010 (2 years 1 month)

Managed and analyzed M.I.S. reports and generated data for the UP circle, while leading a customer services planning team (110 people). Updated client databases via ERP, supported telecom projects across CDMA/GSM/3G with KPI tracking, and handled SLA escalation with reporting and presentations to senior stakeholders.