• Assisted technical support (via calls and onsite) for 800+ customers with 96% customer satisfaction

• Trained 30 CxT students for improving communication as a part of staff development resulting in increasing overall customer satisfaction by 15%

• Interact with 450+ customers by telephone, increasing resolution time by 70% (in under 4 months)

• Reduce customer handling time to an average of 2 mins/customer with a rating of 4.9/5 on ServiceNow

• Assist faculty, students, staff, and parents with varied technical difficulties faced on-premise or remotely

• Implemented an innovative data pipeline solution to enhance the visualization of logs, using ELK stack (Elasticsearch,

Logstash, and Kibana) with Docker empowering teams to make data-driven decisions efficiently

• Automated log handling processes and resolved existing pain points for improved operational efficiency by 15%

• Collaborated closely with 3 teams to design and implement grok patterns, seamlessly integrating the pipeline into the system. Demonstrated strong teamwork, and communication skills to ensure a smooth and cohesive implementation process