Shylaja Boosi
Caroline Springs,Australia
Summary
Results-driven Service Delivery professional with extensive experience in managing and mentoring diverse IT teams. Proven expertise in service desk management protocols and software applications, leading to improved operational efficiency and enhanced customer satisfaction. Demonstrated strengths in problem resolution and workflow optimization, fostering a culture of exceptional service delivery. Committed to driving continuous improvement and maximizing team productivity.
Overview
17
17
years of professional experience
1
1
Certification
Work History
IT Service Desk Team Lead
Stoddart Group Pyt Ltd
Brisbane, Queensland
05.2023 - Current
- Established asset management protocols, increasing compliance and operational efficiency
- Restructured IT service portals, aligning processes with ITIL standards and enhancing user experience
- Spearheaded SLA adherence, maintaining 98% compliance through proactive monitoring
- Championed knowledge-sharing initiatives, improving team cohesion and service quality
- Achieved a 56% reduction in backlog tickets (417 in 2023 to 183 in 2024), reflecting significant productivity improvements
- Successfully supported NAPLAN 2021 assessments with high satisfaction rates
- Transitioned grading assessments to a new platform, ensuring seamless adoption
- Delivered exceptional service desk support, fostering positive client relationships
- Monitored service delivery and maintained SLA adherence through efficient ticket handling
IT Service Desk Analyst
Department of Education South Australia
Adelaide, South Australia
02.2021 - 07.2021
- Supported NAPLAN assessments with excellent client satisfaction.
- Transitioned grading systems to a modern platform seamlessly.
- Delivered reliable service desk support while maintaining SLA compliance.
Client Service Delivery Manager
Unisys Global Services India
, India
08.2013 - 01.2020
- Enhanced operational efficiency by 30% through process automation
- Standardized QA processes, ensuring consistent SLA delivery across EMEA regions
- Led cross-training programs, reducing dependency on specialized roles and improving profit margins
- Managed a 64+ member team, driving engagement and professional development
- Received multiple awards, including 'Inspirational Collaborator' for exceptional leadership
Assistant Centre Manager
Infosys BPM ltd (British Telcom)
, India
07.2007 - 06.2013
- Supervised a 67-member team, achieving a 15% improvement in employee retention
- Streamlined workflows, increasing operational efficiency by 20%
- Designed employee development programs, aligning with business objectives
- Earned 'Customer Service Champion' recognition for outstanding performance
Education
Bachelor of Commerce -
Bishop Cotton Women's Christian College
Bengaluru, India07.2007
Skills
- Effective Client Support
- Incident Management
- Service Request Handling
- Asset Management
- Change Management
- Workflow Automation
- Skill Development Through Cross-Training
- Team Development
- Data Analysis Expertise
- ITIL Certified Professional
- Service Level Management
- IT Project Management
- Process improvement
- Effective Conflict Management
- Training Coordination
- Reporting and analysis
- Knowledge Management
- Escalation Management
- Performance Management
- Stakeholder engagement
- Comprehensive Report Creation
- Vendor management
Certification
ITIL V4 Foundation Certification in IT Service Management
Emerging Leaders Program - Proteus Leadership
References
Available upon request
Timeline
IT Service Desk Team Lead
Stoddart Group Pyt Ltd
05.2023 - Current
IT Service Desk Analyst
Department of Education South Australia
02.2021 - 07.2021
Client Service Delivery Manager
Unisys Global Services India
08.2013 - 01.2020
Assistant Centre Manager
Infosys BPM ltd (British Telcom)
07.2007 - 06.2013
ITIL V4 Foundation Certification in IT Service Management
Emerging Leaders Program - Proteus Leadership
Bachelor of Commerce -
Bishop Cotton Women's Christian College
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