At Capgemini, I progressed from L1 support to L2 support and Incident Manager across retail, healthcare/life sciences, and automotive work.
As Incident Manager for a global automotive client, I defined and stabilized processes as the liaison between internal operations teams and the client. I managed user access and role assignments, and led a team of 10.
For a healthcare/life sciences client, I analyzed Active Directory data to identify stale and inactive accounts. I defined criteria for account deactivation, deletion, and access removal, and supported security compliance audits.
For a global retail client, I supported IT infrastructure across 3,000+ stores, managing access and resolving network and server outages. I also resolved about 50 tickets per week within SLA while coordinating a team of 10.
