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EDUARDO GERBI

@eduardogerbi

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I lead enterprise service desks, improving SLA performance, CSAT, and support operations at scale.

United States

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What I'm looking for

I'm looking to lead enterprise IT support and service delivery teams, improve SLA and customer outcomes, strengthen ITSM processes, and partner across infrastructure, security, IAM, and networking to deliver reliable services.

I led end-user support and service delivery for Carnival Corporation through Capgemini, supporting more than 5,000 users during a major transition from an underperforming in-house support model.

Through hands-on coaching, process discipline, and KPI/SLA governance, I raised service performance from 96% to sustained 98–100% SLA compliance and 98%+ CSAT. I led a distributed team of 10+ L1/L2 analysts, eliminated an aging incident backlog, and built dashboards used for backlog, capacity, and service-improvement decisions.

I’ve also coordinated desktop support, migrations, technology refreshes, and relocation projects for Warner Bros. and Universal Studios. I bring practical experience across ServiceNow, Microsoft 365, SCCM, Active Directory, endpoint management, and remote workforce support.

Experience

Work history, roles, and key accomplishments

End User Support Supervisor & IT Project Coordinator

Carnival Corporation / Capgemini

Sep 2014 - Feb 2026 (11 years 5 months)

Led service desk operations for 5,000+ users, stabilizing SLA compliance to 98-100% and CSAT to 98%+. Managed a team of 10+ L1/L2 analysts, owned KPI/SLA reporting, and drove continuous service improvement.