I’m an ITIL® 4 Foundation certified, which has strengthened my ability to structure training and support around service management principles like i-----------, problem, and change handling. I have over 13 years of experience working across various roles in the technical and service industry. Started as a technical support where I handled internet and connectivity troubleshooting for end-users, helping customers resolve issues in a fast-paced, high-volume environment.
I spent a decade building my expertise in IT service desk operations, supporting global clients like MetLife, S&P Global, and Nokia. I provided first-level support through phone, email, and chat — assisting with software, hardware, and access-related issues while ensuring SLA compliance and accurate documentation through systems like ServiceNow. I also handled escalations, collaborated with cross-functional teams, and actively mentored new hires to improve team efficiency and knowledge sharing. I transitioned into a Training Specialist position, where I led onboarding programs, upskilled support teams, and developed learning content from scratch — including technical walkthroughs and scenario-based modules. One of my key contributions was designing and facilitating leadership development programs. I aimed to prepare team leads and service managers for effective people management and performance leadership. I also served as the subject matter expert for macOS support at a global level for Johnson & Johnson, helping Level 1 and Level 2 teams build confidence in handling Apple-related tickets.
I’ve worked extensively with platforms such as Microsoft 365, SharePoint, Active Directory, Citrix, and monitoring tools like Nexthink.
