Global Tower Lead – IT Service Delivery Manager at Tata Consultancy Services (2017-02 – 2026-05)
Owned the full service delivery relationship for a global enterprise account spanning 21 countries, 32 locations, and a team of 42 technicians. Accountable for deskside delivery performance, SLA/OLA compliance, customer satisfaction, and operational cost.
- Managed all incident queues, SLA compliance, and escalations via ServiceNow across 21 countries; built and delivered weekly and monthly executive performance dashboards and availability reports.
- Applied ITIL Change Enablement to govern transitions, new service implementations, and transformation activities, ensuring changes were assessed, approved, and executed with minimal disruption.
- Leveraged ServiceNow Asset Management and Smartsheet to maintain hardware records, support device lifecycle management, and drive global project execution across Windows and MacOS fleets.
- Directed a 2,650 workstation Global Refresh Project ahead of schedule and led a Global Asset Retrieval initiative reclaiming 1,290 workstations, significantly reducing hardware costs.
- Served as primary escalation point; led Incident and Problem Management processes to investigate root cause, implement corrective actions, and prevent recurrence.
- Drove Continual Service Improvement (CSI) across all service processes, championing the Seven Step Improvement Process and enforcing global SOPs, escalation playbooks, and runbooks.
- Led, coached, and performance managed 42 regional leads and frontline technicians across 21 countries.
- Increased CSAT from 88% to a consistent 96–100% weekly average through ITIL aligned process improvements and team development.
Lead of Operations – Service Delivery at Diverse Lynx (2015-10 – 2017-02)
- Managed desktop support operations across Windows and MacOS environments using ITIL Service Operation processes and ServiceNow for incident tracking, ensuring high quality service delivery, customer satisfaction, and SLA compliance.
- Conducted regular customer reviews and service quality assessments; implemented CSI initiatives that reduced incident resolution times and improved team efficiency.
- Maintained performance metrics and operational reporting using ServiceNow dashboards, Smartsheet, and Google Workspace collaboration tools.
- Directed desktop support projects applying ITIL Change Enablement disciplines, ensuring on time completion and minimal disruption to business operations.
- Implemented Continual Service Improvement initiatives and best practices that reduced incident resolution times and improved team efficiency.
Desktop Support Lead at CompuCom (2013-01 – 2015-10)
Led deskside support technicians delivering enterprise IT services across Windows and MacOS environments, gaining direct familiarity with CompuCom's service delivery model, ITIL based processes, and ServiceNow platform.
- Supervised deskside support staff, managing ServiceNow ticket queues, escalations, and service performance metrics to meet SLA targets using ITIL Incident Management and Request Fulfillment processes.
- Utilized ServiceNow asset management to maintain accurate hardware inventory records across Windows and MacOS device fleets and support equipment lifecycle tracking.
- Applied ITIL Change Enablement practices to manage software deployments, system updates, and infrastructure changes with minimal service disruption.
- Enhanced service delivery processes using CSI principles to reduce downtime and improve response and resolution times.
Desktop Support Lead at First Data (2010-08 – 2013-01)
- Led desktop support operations across Windows and MacOS environments applying ITIL Service Operation disciplines, providing technical guidance and ensuring timely incident and service request resolution.
- Drove Continual Service Improvement initiatives to enhance service quality and end-user satisfaction across the enterprise.
- Maintained service documentation, troubleshooting guides, and operational procedures using Google Workspace and Microsoft 365 collaboration tools.
- Collaborated with cross functional IT teams to support enterprise-wide operations and new service implementations through structured Change Enablement processes.
Mortarman at U.S. Army (1993-08 – 1996-08)
- Led a squad of mortarmen ensuring operational readiness, equipment maintenance, and compliance with safety standards in a high pressure operational environment.
- Developed foundational leadership, discipline, accountability, and team coordination skills that have defined a 15+ year professional career in IT operations leadership.
- Honorably Discharged after completing full service commitment.
