Open to opportunities

Feba Varghese

@febavarghese

IT support leader delivering efficient service desk operations, user-focused troubleshooting, and process-driven improvements.

Bahrain

Message

What I'm looking for

I seek a hands-on support role where I can lead service desk operations, improve SLAs through process and automation, coach teams, and drive measurable customer satisfaction improvements.

I am an IT Support Engineer and service desk team lead with over six years' experience delivering first-line technical support across Windows, macOS, Office 365, Active Directory, networking, and end-user computing.

I have led the establishment of operational service desk environments, implemented ITSM systems, and introduced optimized workflows, automation, and training that improved SLA compliance and lowered escalation rates.

My hands-on background includes systems administration, patching, backups, RMM, VPN and remote desktop tools, ticketing (BMC Remedy), and security awareness initiatives such as phishing reporting and KnowBe4 campaigns.

I focus on measurable service improvements through trend analysis, KPI reporting, knowledge-base creation, and team coaching to deliver consistent customer satisfaction and scalable support processes.

Experience

Work history, roles, and key accomplishments

Service Desk Team Lead

Kanoo Elite Technologies Middle East W.L.L

Apr 2021 - Jan 2024 (2 years 9 months)

Led service delivery and built an IT service desk, implemented ITSM workflows and SLAs, and delivered training that improved SLA compliance above 95% and reduced ticket escalations through trend analysis.

Service Desk Management ITSM SLA Active Directory Office 365 Remote Support Incident Management

IT Technical Support Executive

Vodafone Intelligent Solutions

May 2016 - Oct 2018 (2 years 5 months)

Provided first-line enterprise support for MS Office, VPN, Citrix and managed Active Directory accounts, resolving and escalating service desk tickets while collaborating with vendors to maintain knowledge base accuracy.

Active Directory VPN Citrix MS Office Ticketing Knowledge Management

Helpdesk Associate

Infosys Limited

Dec 2014 - Apr 2016 (1 year 4 months)

Delivered high-volume remote troubleshooting and incident routing, maintained documentation and knowledge base updates, and sustained consistent customer satisfaction in support operations.

Remote Support Incident Management Knowledge Base Customer Support