At Black Box Network Services, I lead a global 24×7 operations organization covering NOC, SOC, helpdesk, infrastructure and L1–L3 support. I improved SLA adherence by 22% and led the move to AI-enabled helpdesk operations, automating work assignment, queue management, scheduling, reporting and email prioritization.
At Equiniti India, I led application and infrastructure support for global financial-services clients and improved average resolution time by ~35% while sustaining ~98% customer satisfaction. I also supported presales and service-expansion initiatives that contributed ~$400K in recurring revenue.
