Dedicated IT professional with over 8 years of experience supporting and leading service management teams at DHL. Skilled in incident resolution, stakeholder management, data analysis, and process optimization to enhance service quality and operational efficiency in logistics and supply chain...
Handled incident escalation, problem resolution, and supported change management using ServiceNow and Jira in logistics environments.
Maintained strong stakeholder engagement and managed communication channels to share updates and support digital adoption efforts.
Built dashboards and analyzed operational data to monitor service health and inform resource planning.
Led service desk teams, coordinated shift operations, and ensured SLA compliance in a high-volume support environment.
DHL Express
Managed a high‑volume portfolio of regional internal customers, acting as primary point of contact for incident escalation and service continuity., Directed users to knowledge bases, documentation, and self‑service tools., Used digital communication channels to share updates and roadmap info.,...
DHL GBS IT Services
Led 24/7 operations supporting high‑volume environments., Ensured SLA/OLA compliance and fast triage., Coordinated scaled operations and workforce planning., Maintained strong stakeholder communication.
DHL GBS IT Services
Analyzed usage patterns and operational data to anticipate demand., Built dashboards for monitoring service health., Optimized resourcing decisions through data analysis.
DHL GBS IT Services
Delivered reactive support across calls, chat, and ticketing., Created and maintained self‑service knowledge articles., Acted as SME for key applications.
AWS Technician
Bachelor’s degree in business administration
Executive English for Services
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Supported project management initiatives and process improvements within IT service delivery in logistics.
DHL Express
Managed high‑volume lead qualification processes., Performed triage and CRM documentation., Ensured clear communication and accurate handoff.