I've led IT process, problem management, and service operations for Tata Consultancy Services supporting Southern California Edison, improving knowledge-base accuracy by 25% and reducing ticket resolution time by 15% across global engineering towers. I build ITIL-aligned workflows, governance models, Service Improvement Plans, and business continuity documentation covering disaster recovery, failover, and failback.
Across CompuCom accounts for Chevron and Aramark, I supported multi-site enterprise environments, managed Active Directory and MS Exchange, maintained tier-3 remote resolution operations, and sustained 99% SLA compliance for more than 5,000 users. I also train technical teams, analyze operational trends, and lead cross-functional stakeholders through incident response and continuous improvement.
