At Genpact, I serve as Triage Manager and Strategic Knowledge Analyst for a 22,000-user insurance-sector database, reporting critical performance trends directly to leadership. I own technical resolution and stakeholder communication for major incidents across network, application, and POS infrastructure.
At Bed Bath & Beyond, I directed critical incident management for a global e-commerce environment supporting 55,000 users, resolving critical infrastructure outages. I also led the IT Service Desk transition from onshore to offshore across Buy Buy Baby, Harmon, and Christmas Tree Shop.
At Publicis Groupe, I supported global marketing and technology tools, including Epsilon/Conversant, and managed Network, VPN, and Active Directory environments. I use ITIL 4 practices and platforms including ServiceNow and Freshservice in my IT service management work.
