At BANK OF AMERICA — TEKsystems, I took ownership of a fragmented Microsoft 365 lifecycle process for macOS and built a governed framework for packaging, testing, QA, deployment, and compliance validation. I introduced AI-assisted workflows that reduced packaging timelines by 50% and deployment-related errors by 30%.
At STATE FARM — HCLTech / TEKsystems, I reduced repeat incidents by 50% through root cause analysis and corrective action tracking. I also improved L2 routing and escalation ownership, reducing misrouted incidents by 25% and improving resolution time by 50%.
At TEXAS INSTRUMENTS, I supported enterprise endpoint operations across global business lines and trained support resources in the U.S. and India. Earlier, at APPLE, I resolved customer escalations and mentored technical support professionals.
