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:
Managed Level 1, Level 2, and Level 3 support teams, ensuring 24/7 availability across different time zones.
Implemented ITIL-based service frameworks, improving response and resolution times by over 30%.
Designed and executed training programs to upskill support teams in the latest technologies and best practices.
Acted as the primary escalation point for complex technical issues, maintaining SLA compliance above 98%.
Developed knowledge bases and self-service portals to empower users and reduce ticket volumes.
Key Achievements:
Successfully led the technical support integration during two major mergers and acquisitions without downtime.
Reduced ticket backlog by 45% through proactive problem management and process automation.
Increased first-call resolution rate by 25% through better workflow design and team empowerment.
Implemented advanced reporting and analytics to track support KPIs, leading to continuous service improvement.
Tools & Technologies:
ITSM Tools: ServiceNow, Zendesk, Jira Service Desk
Remote Support: TeamViewer, AnyDesk, LogMeIn
Monitoring: SolarWinds, Nagios
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.