Overview:
With over a decade of experience in IT Service Delivery, I have led high-performing technical support teams across multiple regions, ensuring seamless service and exceptional user satisfaction. My approach blends technical expertise with a customer-centric mindset, resulting in optimized operations and enhanced client trust.
Role & Responsibilities:
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Managed Level 1, Level 2, and Level 3 support teams, ensuring 24/7 availability across different time zones.
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Implemented ITIL-based service frameworks, improving response and resolution times by over 30%.
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Designed and executed training programs to upskill support teams in the latest technologies and best practices.
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Acted as the primary escalation point for complex technical issues, maintaining SLA compliance above 98%.
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Developed knowledge bases and self-service portals to empower users and reduce ticket volumes.
Key Achievements:
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Successfully led the technical support integration during two major mergers and acquisitions without downtime.
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Reduced ticket backlog by 45% through proactive problem management and process automation.
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Increased first-call resolution rate by 25% through better workflow design and team empowerment.
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Implemented advanced reporting and analytics to track support KPIs, leading to continuous service improvement.
Tools & Technologies:
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ITSM Tools: ServiceNow, Zendesk, Jira Service Desk
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Remote Support: TeamViewer, AnyDesk, LogMeIn
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Monitoring: SolarWinds, Nagios
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Communication & Collaboration: Microsoft Teams, Slack, Zoom
Approach to Technical Support:
I believe that technical support is not just about solving issues — it’s about delivering a positive user experience that builds loyalty and trust.
My philosophy revolves around proactive support, continuous improvement, and empathetic communication.
Result:
Through my leadership and strategic approach, technical support became a true value driver within the organization, improving both internal satisfaction scores and external client retention.