Anubhuti Sarilla

• Earned ITIL 4 Foundation and Microsoft Certified: Azure Fundamentals certifications, strengthening service management capabilities and cloud technology expertise.
• Advanced expertise in cloud technologies, automation, and AI-enabled productivity solutions to support innovation and operational efficiency.
• Delivered endpoint migration, digital workplace, ITSM, cloud, automation, analytics, and AI productivity initiatives at Fortiv Technical Inc., improving secure transition planning, user adoption, reporting, and service quality.

• Owned enterprise application management for Workplace Solutions for over 14000 users across Canada, governing the end to end application lifecycle (upgrades, patches, enhancements) while designing and scaling a global offshore delivery model to support rapid organizational growth.
• Provided executive oversight of Incident, Problem, and Change Management (ITIL) for mission critical platforms, ensuring high availability, performance, resilience, and regulatory compliance across enterprise environments.
• Led and scaled 24x7 service desk and application support operations, growing delivery capacity from ~300 to 2,000 resources in under two years, while maintaining SLA performance, operational stability, and customer satisfaction.
• Functioned as the primary technology service interface to business leaders and executives, aligning service delivery with strategic business objectives, managing risk, and translating operational metrics into executive level insights.
• Directed major incident governance and executive communications, ensuring transparent stakeholder updates, rapid service restoration, and sustained trust during high impact business disruptions.
• Established and operationalized device deployment and offboarding services, implementing feedback loops, training, documentation, and continuous improvement mechanisms to enhance employee experience and service quality at scale.

• Planned and executed international relocation from India to Canada, managing all logistical, legal, and personal aspects.
• Navigated immigration processes, securing work authorization and residency.
• Focused on professional development and market research to align career goals with Canadian IT industry.

• Led a team of fifteen specialists managing Service Desk escalations and Access Management operations for over 4000 users.
• Transitioned Access Management from U.S. to India in 3 months.
• Achieved 100% of annual service delivery targets for quality and resolution.
• Delivered fifteen automation initiatives, generating USD 120,000 in savings.
• Raised CAD 48,000 in one week for children’s welfare programs.

• Led global IT support operations through regional team leads, ensuring consistent service quality for over 2000 users.
• Designed and optimized global IT Service Delivery strategy, governance, and operational frameworks.
• Functioned as operational gatekeeper for infrastructure and application availability.
• Managed departmental budgeting, cost optimization, and resource planning.
• Transitioned IT Helpdesk to a full IT Service Desk model, reducing operating costs.
• Deployed Dell Quest Password Manager globally, reducing workload and strengthening security.
• Drove global rollout and adoption of Skillsoft for targeted IT training.

• Led a high performing support team of over twenty technicians, driving operational excellence and customer satisfaction.
• Managed escalations, service quality, and continuous improvement initiatives.
• Built team capability through coaching, performance management, and structured development.
• Received multiple awards including Bronze Award (Q3 FY12, Q2 FY13) and Team Manager of Q2 FY12.
• Rapid career progression from Advance Resolution Expert → Technical Trainer → Technical Support Manager