Career & Achievements
My professional path and key accomplishments along the way.
Work Experience
Carepatron
Ensuring healthcare professionals and clinic teams have a world-class experience on the platform. Responsibilities include guiding onboarding, troubleshooting, educating users on platform features, and advocating for customer needs internally through collaboration with product and support teams.
Gallagher Security
Drove workplace transformation as an early Microsoft Copilot adopter. Led the Pearler AI project lifecycle, facilitated process improvement working groups, developed internal and external knowledge bases, and supported SharePoint platform launch. Combined AI-driven innovation with project management to foster a culture of continuous improvement.
Gallagher Security
Engaged stakeholders across the Security Business to understand pain points and data needs. Mapped end-to-end processes, contributed to a Process and Systems Improvement Roadmap, and participated in Microsoft Copilot beta testing to evaluate AI use cases for organisation-wide rollout.
Cisco
Led incident management and service delivery for Cisco Managed Services Collaboration group, supporting Unified Communications Manager, Contact Centre, and Cloud Collaboration technologies. Built custom ServiceNow reports, managed Level 2/3 voice engineers, and mentored team members in customer management and professional growth.
Fidelity Investments
Progressed from Incident Problem Manager to Principal Systems Engineering Squad Leader over 3.5 years. Managed organisation-wide business-critical incidents, led post-incident reviews using 5 Whys analysis, defined team KPIs, and oversaw ITSM transformation across the India team. Platforms: ServiceNow, HP Service Manager.
Cerner Corporation
Provided mission-critical support for hosted healthcare applications, focusing on the Siemens-Cerner OPENLink integration engine. Managed network monitoring for US hospitals, mentored junior engineers, and contributed to disaster recovery and business continuity planning across Windows and Linux environments.
Siemens Technology and Services
Delivered 24x7 interface support for Siemens healthcare applications across US hospitals, monitoring 50K+ alerts per month. Drove incident management, WAN monitoring, and knowledge base development for a team of 50 across Bangalore and Pennsylvania.
Key Achievements
Completed an MDB with First Class Honours from Waikato Management School in 2024, gaining deep investigative knowledge of AI, digital transformation, and emerging technology trends.
Holds both TOGAF 9 Foundation and Certified credentials from The Open Group, underpinning a strong foundation in enterprise architecture frameworks and strategic IT planning.
Dual ITIL certifications including ITIL Strategist (Direct, Plan and Improve), reflecting 14+ years of applied expertise in IT Service Management across global enterprises.
Recognised across organisations with awards including the NOTT (Night On The Town) Award, Guiding Star, Outstanding Contribution Award, and the 3i Program Certificate.
Served as an early adopter in the Microsoft Copilot programme at Gallagher Security, helping shape the AI rollout strategy and contributing practical use cases before organisation-wide deployment.