Solution-oriented IT Service Specialist and Lean Six Sigma Green Belt with 13+ years of experience bridging the gap between complex infrastructure and business value. A T-shaped leader acting as a technical translator between Agile development cycles and traditional IT Service Management (ITSM) frameworks.

Known for a "Steel Filter" composure—honed in acute psychiatric care—allowing for methodical leadership during P1 critical incidents. ‘I don't just manage services; I re-engineer them’. By leveraging ELK Stack observability and Generative AI analytics, I transform reactive support desks into proactive, automated engines of efficiency.

Process Automation & Engineering

• Automation & Scripting: Python (Flask, API development), PowerShell, Bash, SQL.
• Knowledge-Centered Service (KCS): Advanced SOP development, Knowledge-as-Code, and Documentation-as-Automation to drive "Shift-Left" resolution.
• Data Engineering & Analytics: Power BI, Tableau, Snowflake; Mastery of Data Formats (Parquet, YAML, JSON, HCL, TOML) for efficient cloud storage and configuration.
• AI/ML & Observability: Anomaly detection and predictive analytics using ELK Stack, Nexthink, and Grafana to pre-empt system outages and account issues.

Cloud, DevOps & Infrastructure

• Cloud Ecosystems: Azure (Intune, Entra ID), AWS (Solutions Architect Level), GCP, IBM Cloud.
• Containerization & Orchestration: Kubernetes, Docker, OpenShift, Helm, CI/CD Pipeline Architecture.
• Core Infrastructure: VMware, Windows Server, macOS (Jamf), Enterprise Networking (TCP/IP, VPN), IT Security.

Strategic Leadership & Value Delivery

• Operational Excellence: Lean Six Sigma Green Belt (DMAIC), ITIL Expert (Incident/Problem/Change/Transition), Root Cause Analysis (RCA).
• The "Unicorn" Bridge: Expert at translating complex technical infrastructure into business value; aligning IT roadmaps with organizational ROI. Or like some would say: "To boldly go where no one else has gone".
• Cross-Functional Leadership: Driving collaboration between Dev, Ops, and Stakeholders; experienced in 1:1 coaching, performance management, and talent pipelining.
• High-Stakes Crisis Management: Leveraging high-EQ (honed in psychiatric care) to lead technical bridges during P1/P2 incidents, maintaining calm and methodical resolution. : Systematic pattern recognition and anomaly detection in large datasets to drive data-driven improvement initiatives.
• Innovational: Identifying and eliminating bottlenecks in complex technical environments and optimizing operational efficiency through process development and technical innovation.

Soft Skills

• Communication: Clear and effective communication with both technical and non technical stakeholders.
• Teamwork: Collaborative and flexible in cross-functional environments.
• Analysis & Strategy: Proven creative and analytical thinking when solving complex technical challenges. Strategic thinker with methodical problem-solving skills.
• Interpersonal: Empathetic and user-focused; handles difficult situations with professionalism. Understands and respects diverse cultures and demonstrates high emotional intelligence.

➡️Focus: Service Transition & Operational Scaling | Saab Enterprise Project

• Transition Orchestration: Spearheaded "Discovery to Go-Live" phases, migrating legacy modules to a modern, RBAC-compliant L1.5 framework.
• Rapid Team Scaling: Engineered the operational foundation to scale the team from 6 to 30 agents in 6 months while maintaining enterprise service quality.
• Stakeholder Synergy: Acted as SPoC between Wipro’s transition engine and Saab’s IT leadership to align roadmaps with organizational governance.
• Talent Pipeline: Designed a technical recruitment framework and conducted interviews to ensure 100% proficiency in Linux, networking, and automation.
• Performance Architecture: Developed real-time visualization suites for FCR, AHT, and CSAT, shifting the desk to data-driven decision-making.

➡️ Focus: Transition Management, Performance Growth & Competency Development

• Service Transition & Migration: Spearheaded the infrastructure transition phases (Discovery to Go-Live) for large-scale enterprise clients (Saab & Scania), ensuring seamless integration of new service modules into existing environments.
• Infrastructure Reporting: Architected automated status dashboards using SQL and visualization tools to track real-time system health and team performance against high-availability KPIs.
• Continuous Service Improvement (CSI): Championed the implementation of automated self-service portals, resulting in a 21% increase in FCR and a significant reduction in ticket volume for the engineering backend.
• Technical Talent Pipeline: Designed and executed technical assessment frameworks for recruitment, focusing on Linux proficiency, troubleshooting logic, and automation mindsets to build a high-performing engineering culture.
• Search Optimization: Managed the deployment of Elasticsearch clusters to improve data retrieval and log analysis, directly enhancing the team’s ability to perform root cause analysis (RCA).

➡️ Focus: Process Automation & Knowledge Engineering | Agent Enablement & Shift-Left

• Internal Solution Portal: Developed a custom portal for Service Desk agents that automated complex troubleshooting steps, reducing the workload of specialist levels (L2/L3) by 21%.
• Security-First Design: Conducted Capability Gap Analyses and RBAC assessments to ensure resolutions met aerospace-grade security standards.
• Knowledge Ecosystem: Engineered a KCS framework to transition L3 "dark knowledge" into actionable SOPs, increasing frontline resolution capability.
• Access Modeling: Partnered with Identity teams to architect a compliant roadmap for future automated incident resolutions.

➡️ Observability & Proactive Monitoring | ELK Stack & Nexthink

• Log Analytics: Led ELK Stack (Elasticsearch, Logstash, Kibana) implementation to monitor Windows Event Logs and detect anomalies before user impact.
• Proactive Support: Integrated Nexthink telemetry into ServiceNow, transforming the desk into a proactive "Resolution Engine" via real-time endpoint data.
• RCA & Efficiency: Utilized Pareto/5-Why analysis to identify "ping-pong" tickets, reducing L2 escalations by 28%.
• Diagnostic Automation: Developed PowerShell-based tools to automate initial hardware/software health checks, slashing manual troubleshooting time.
• ROI Visibility: Deployed Executive Dashboards to track MTTR and FCR growth resulting from automation integrations.