I've led global IT service desk and operations teams at Mphasis, supporting users across APAC, China, the US, and Europe. I manage incident escalations, SLA governance, endpoint lifecycle operations, and stakeholder alignment across complex enterprise environments.
At Mphasis, I served as the primary escalation point for P1/P2 incidents across a 65+ member global service desk, sustaining 99%+ SLA adherence. I improved CSAT by 15% through structured shift handovers and supported a zero-downtime Windows 11 migration across 4,000+ endpoints.
I also governed CMDB accuracy and endpoint lifecycle management for 18,000+ endpoints spanning on-premises environments, Citrix, AWS WorkSpaces, and AppStream. My work includes Microsoft 365, Active Directory, vendor management, change controls, and operational reporting.
Previously, I led IT service desk operations for Saint-Gobain / Verallia and reduced P1 resolution time by about 20%. I began my career at Mphasis resolving infrastructure issues, leading hardware refreshes, conducting RCA, and coaching junior engineers in ITIL practices.
