I'm currently coordinating end-to-end IT support at Al Kaun Group, resolving complex service requests across hardware, corporate software, Microsoft 365, printers, and network environments.
I coordinate 10+ onsite engineers and third-party vendors, serve as a liaison for 500+ global end users, and maintain 95%+ SLA compliance across 150+ monthly incidents.
Previously at Tata Consultancy Services, I improved service delivery benchmarks by 12% through incident-queue optimization, tier-3 escalation coordination, knowledge-transfer sessions, and standardized SOPs across 15+ teams.
My experience also includes supporting aviation applications at Laminar Aviation and delivering first-level technical support for 1,000+ enterprise users at Tech Mahindra. I focus on structured troubleshooting, clear documentation, and reliable resolution of end-user issues.
