I bridge the gap between technical operations, team leadership, and modern technology. As an IT Service Desk Team Leader, my core focus is driving operational efficiency, maintaining high SLA standards, and modernizing IT service delivery through intelligent automation and AI tools.
Over the years, I’ve led support teams, established real-time analytics dashboards, and aligned L1–L3 escalation workflows to improve service resolution times. Today, I specialize in leveraging AI agents and automated workflows to take routine IT operations to the next level—ensuring faster turnaround, reduced handling times, and empowered engineering teams.
Core Competencies & Expertise
*AI & Operational Automation: Configuring and deploying custom AI agents to analyze historical ticket data, KB articles, and system documentation. Automating diagnostic workflows, end-user communications, and L2/L3 escalation summaries.
*Knowledge Management (AI Notebooks): Building and maintaining real-time AI knowledge repositories to centralize IT solutions, streamline troubleshooting, and continuously drive up SLA adherence.
*Service Desk Operations & Leadership: Resource allocation, team coaching, process development, and SLA monitoring (consistently achieving 94%+ incident and service request SLAs).
*Cross-Functional Collaboration: Partnering with L2/L3 support, infrastructure, and engineering teams to eliminate operational bottlenecks and optimize business processes.
Tools & Platforms
ServiceNow | Azure | ManageEngine | DataDog | Site24x7 | SolarWinds | Zoho Analytics | Grafana | Graylog | Microsoft Suite | AI Agents & AI Knowledge Repositories
