At Allied Digital Inc., I led level 1 service desk operations supporting Morgan Stanley's security and financial applications in a compliance-driven environment. I rebuilt the service desk function by implementing quality frameworks, operational workflows, and performance dashboards.
I directed 24×7 ITSM operations with strict SLA adherence and oversaw major incident handling from intake to resolution. I also delivered executive-level KPI and CPI reporting while managing client communications.
At Mphasis Inc, I oversaw daily operations across three global contact centers. I achieved 90% SLA adherence with full training for all team members and improved operational governance through performance benchmarks and dashboards.
Earlier, I directed service desk operations at Tangoe Inc. and supervised tier 1–3 help desk operations at Teleperformance USA. My work included incident escalation, workforce capacity planning, and support for software, hardware, VPN, network, and workstation issues.
