At Kyndryl, I manage IT service delivery for a team of 35, coordinating staffing and escalation paths across delivery, operations, and client teams. I maintain SLA adherence above 85% and team CSAT at or above 95%.
I also focus on first-contact resolution and service improvement. The team achieved 65% First Call Resolution, while hands-on adoption of Nexthink helped reduce Average Handle Time by 15%.
As a Senior Technical Support Analyst at Kyndryl, I led Major Incident Management calls and coordinated Points of Contact using the escalation matrix. I maintained root-cause trackers and updated runbooks and self-service documentation to reduce repeat tickets.
Earlier, as a Technical Support Representative at IBM, I delivered first-contact resolution across support channels, with 90% CSAT and 98% of incoming calls and chats answered within a 15-second Average Speed of Answer. I hold certifications in IBM Cloud Essentials, AWS Practitioner, and Cloud Digital Leader.
