Anubhuti Sarilla

• Deliver ITIL and Azure training, enhancing client satisfaction with swift tech issue resolution.
• Optimize workflows to improve resource efficiency and reduce project timelines.
• Conduct tech training to elevate team skills, supporting career starters in corporate success.
• Guide new graduates in corporate adaptation, emphasizing emerging tech trends.
• Provided tailored support to new graduates, facilitating smooth adaptation to corporate environments.

• • Managed IT for 14,000+ users, enhancing efficiency and saving over $5M
  • Executed remote work strategy, ensuring seamless operations
  • Mentored developers, fostering career growth
  • Collaborated on secure solutions, boosting productivity and security
  • Led software enhancements, reducing load times
  • Developed customized IT solutions, driving measurable improvements in client operational efficiency and satisfaction.
  • Spearheaded the integration of cloud technologies, resulting in streamlined processes and enhanced project delivery timelines.
  • Analyzed client needs to tailor training programs, fostering substantial growth in team competency and performance.
  • Facilitated workshops to promote knowledge sharing, strengthening team dynamics and boosting overall productivity.
  • Maintained accurate records of project progress, ensuring alignment with client expectations and timely delivery.

• Led IT L2 support, reducing tickets through proactive training and issue resolution.
• Integrated new acquisitions with minimal disruption, ensuring seamless operations.
• Negotiated vendor contracts, achieving cost savings while maintaining quality.
• Managed tech projects to completion, delivering on time and satisfying stakeholders.
• Spearheaded IT support initiatives, leading to a marked reduction in support tickets and enhanced user satisfaction through targeted training.
• Coordinated with cross-functional teams to assess technological needs, fostering innovative solutions that improved operational efficiency.

• • Led a team of 30 analysts in 24/7 IT support across 4 countries, enhancing global operations.
  • Negotiated with IT vendors, optimizing hardware costs and maintenance efficiency.
  • Researched new technologies, improving company-wide productivity and operational efficiency.
  • Executed tasks within deadlines, ensuring timely support and service delivery.
  • Motivated team members, boosting engagement and productivity in a demanding environment.
  • Directed a global IT helpdesk team, enhancing service efficiency for over 1,000 employees across four countries, leading to improved user satisfaction.
  • Evaluated and implemented new technologies, driving measurable improvements in operational efficiency and reducing downtime across departments.
  • Analyzed team performance metrics to identify areas for improvement, resulting in a substantial increase in productivity and employee engagement.

Managed Revenue Queue – Transitioned & led a team of over thirty resolution experts as well as a
revenue-generating queue to positively impact the Core Technical Support Queue
Driven operation metrics like average handling time, outages, productivity, quality, customer
experience (CE) and total solutions
Introduced coaching, service and quality models which improved CE scores by 10%.
Improved the overall team Average Handling Time (AHT). Increased focus on 3+ callers to reduce
executive escalations. Fostered a culture of teamwork, enhancing staff morale and promoting a collaborative environment for optimal issue resolution.
Implemented a new ticketing system, improving response times and significantly increasing customer satisfaction ratings.