Mini Krishnankutty

I've supported enterprise service desks and call centres for more than 14 years, resolving technical escalations, managing incidents, and improving first-touch resolution across global client environments.

At MSH Trading UAE, I managed first responders handling critical customer and stakeholder issues, guided a team of 15 support professionals, and tracked service delivery against SLA-defined levels. I also led SOP and knowledge-base improvements, on-call coverage, vendor coordination, and KPI-based operational recommendations.

At Wipro Technologies, I handled 100–200 ServiceNow tickets per shift for clients across Vietnam, the Philippines, Malaysia, Dubai, and the Netherlands. I resolved Level 1 and Level 2 issues across Windows, macOS, mobile devices, and Office 365 platforms while supporting ITIL incident, problem, and change management.

I've trained support teams, created knowledge articles and SOPs, managed user access and endpoint support, and led process improvements that improved turnaround time by 30% and reduced operational expenses by up to 5%.