Technical Specialist Manager at Morningstar (2019-03 – 2025-12)
- Led global support operations across four countries and three continents, supporting three major proprietary financial applications.
- Reduced case escalations by 35% year-over-year and 11% in 2024 by improving triage, SLAs, and first-line empowerment.
- Established global performance metrics, including cost per case and quality trends, enabling data-driven decision-making.
- Implemented and governed the Major Incident and release triage process, improving response and resolution times.
- Created 25+ troubleshooting guides, workflows, and SOPs to enhance knowledge management, and support onboarding.
CSS Technical Lead at SDL (2017-08 – 2018-11)
- Oversaw performance optimization for Nasuni Hybrid Cloud Solution, enhancing system reliability.
- Achieved 50% reduction in file replication time and 70% boost in folder creation time through system tuning.
- Reduced internal support queue volume by 80% in two months via process redesign and enhanced documentation.
- Led and mentored a technical support team of 14 members across multiple locations.
- Identified and resolved complex permissions issues, preventing high-severity escalations.
Senior 2nd Line Technical Analyst / 2nd Line Team at Action for Children (2011-08 – 2017-02)
- Reduced second-line escalations by 20% through KPI creation and improved triage workflows.
- Served as Problem Manager, driving RCA, KEDB improvements, and ITIL-aligned policies and procedures.
- Mentored support analysts, enabling successful progression into 3rd-line and infrastructure roles.
- Seconded to a 10-month hardware/software lifecycle project, managing deployment and end-user adoption.
- Improved departmental operational maturity by enhancing documentation, processes, and proactive issue tracking.
IT Field Engineer at MCSP (2011-02 – 2011-08)
- Delivered onsite support for enterprise customers, including hardware, software, and connectivity troubleshooting.
Helpdesk Analyst at Auriga Taxi Systems (2008-04 – 2010-12)
- Supported bespoke taxi management software; executed system updates and managed 1st–2nd line escalations.
Network Technician at Central London (2006-04 – 2008-04)
- Managed WAN/LAN troubleshooting, device configuration, and network stability in a shift-based environment.
