Experienced IT professional with a strong focus on knowledge management and process training within IT service environments. Currently leading initiatives to capture, validate, and share tacit knowledge through documentation, FAQs, and case studies to enhance team performance and delivery consistency. Skilled in designing and delivering targeted training programs, supporting continuous improvement, and enabling effective knowledge transfer across teams. Proficient in ServiceNow reporting, including building real-time dashboards and utilizing Performance Analytics for data-driven insights. Proven ability to handle escalations, support SLA-driven service delivery, and contribute to process reengineering and operational excellence.
