Over 6+ years of results-driven professional experience,offering expertise in service deliveryand end user support
Demonstrated project management excellence, includingthe development of project baselines. Proficient in monitoring and controlling projects with a focus on cost, resource deployment, and quality compliance, ensuring successful execution
Applied a deep understanding of security best practices, encompassing firewall configuration, intrusion detection systems, and dataencryption
Successfully createdand managed ActiveDirectory users and email IDs, fosteringseamless coordination with central teams
Delivered VIP support and on-call assistance to senior executives up to the VP, SVP, EVP, and Group Head levels
Supervised the implementation of major IT changes, minimizing disruption to end-users and driving innovation and efficiency
Maintained a monthly ServiceLevel Agreement (SLA) performance consistently above 98%, preventing contractual penalties
Applied knowledge and skills in dealing with chronically difficult problems,utilizing superior interpersonal and communication skillsto carefully discuss and solve issues
Currently workingas Operations Manager at CMS IT Services, supervising the CEAT project with a team size of 45+ members
Displayed proficiency in various areas including IT Operations, IT ServiceManagement, End User Support Management, Team Management, Vendor Management, Asset Management
Proactively improved the Audit Resultskeeping in mind thefactors:SLA criteria, inputsfrom audit processresults, criticality &stability of services, inputs from customer feedback and escalations
Implemented automation initiatives to reduceticket inflow and improve operational efficiency