Kalarani Jackson
@kalaranijackson
Service Desk and ITSM leader driving operational efficiency, SLA improvement, and customer satisfaction.
United StatesWhat I'm looking for
I am an experienced Service Desk Manager and Project Manager with a strong track record of improving SLAs, reducing costs, and increasing first-call resolution across global environments. I have led large-scale migrations, centralized regional desks, implemented knowledge management and self-service solutions, and delivered measurable improvements in customer satisfaction and operational efficiency.
My background spans life sciences, telecommunications, government and trading industries, with deep hands-on expertise in ITSM tools (BMC, ServiceNow), reporting, and telecom cost management. I prioritize process improvement, team development and data-driven decision making to consistently meet departmental goals and drive continuous improvement.
Experience
Work history, roles, and key accomplishments
Service Desk Manager
Louis Dreyfus Company
Apr 2017 - Dec 2017 (8 months)
Implemented training, global chat and SharePoint knowledge base, migrating 1,000+ users and reducing telecom expenses 30%, improving first-call resolution from 75% to 90% and SLA compliance by 25%.
ALLed ITSM and knowledge projects including Password Manager and Remedy Knowledge Management, improving first-contact resolution by up to 40% and reducing Tier 1 resolution time by 25%.
ALManaged Asia Pacific service desk supporting 20,000+ users across multiple languages, implemented ITIL incident processes and chatbot integration, reducing ticket volume 30% and improving SLA compliance to 95%.
Service Desk Operation Lead
CSC
Jan 2008 - Jan 2011 (3 years)
Led and trained service desk engineers, managed operations, reporting and budgeting, and produced SLA-driven metrics and market analysis to improve service delivery and team performance.
HEProvided 1st and 2nd level support via phone, email and chat, troubleshooting user issues and maintaining high customer service standards.
Education
Degrees, certifications, and relevant coursework
PIProject Management Institute
Project Manager Professional (PMP), Project Management
2013 - 2028
Project Management Professional (PMP) credential issued by PMI, valid from 2013 through 2028.
UGUniversity of Greenwich
Bachelor of Arts (Hons), Business Management
2011 -
BA (Hons) in Business Management awarded in June 2011.
Raffles College (Singapore)
Advanced Diploma, Business
2009 -
Advanced Diploma in Business completed in September 2009.
Informatics (Singapore)
Diploma, Computer Studies (Networking)
2000 -
Diploma in Computer Studies with a focus on Networking completed in December 2000.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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