Ganesh Lal J

Led global Tier 1/2 support teams for JumpCloud's MDM and Identity platform, managing daily operations and high-priority escalations. Drove AI and automation strategy integrating Gemini, Salesforce Einstein, and chatbots to reduce resolution times.

Directed a Level 2 team of 10 while overseeing daily operations of an 80+ member IT Service Desk, ensuring timely resolution of incidents and service requests. Guided technology strategy, built KPIs, and managed AV infrastructure for conference rooms.

Supervised the service desk team, including hiring, training, and performance evaluation, and guided team members through complex escalated technical issues. Fostered a culture of knowledge sharing and continuous learning.

Resolved technical and software issues across phone, email, chat, and video as a Level 2 Service Desk team member. Documented and escalated issues via ITSM tooling and worked on reducing overall call volume.

Provided technical support for HP Enterprise Notebook users (OS, wireless, software) for the North America region and was a Pilot Team member driving regional CSAT improvements. As Service Delivery Consultant for Bank of America, processed and managed IMAC network-related change requests.

Completed a Post Graduate Diploma in Organizational Leadership from Emeritus University, Singapore in 2020.

Earned the ITIL Foundation Certification V3 from AXELOS in 2019.

Completed a Bachelor of Commerce from Bangalore University, Bengaluru, KA in 2018.