Experience

Accountable for the end-to-end user support experience across Service Desk, End User Support and Access Management. I lead through Managers and Team Leads, set clear service standards across corporate locations, and own the joiner-mover-leaver access lifecycle in a controlled, auditable way. I drive improvement through shift-left, knowledge management, self-service and automation, partnering with Infrastructure, Security and Service Management to deliver a joined-up employee experience.

Led the team acting as the single point of contact for users, customers and partners. Set strategic direction, optimised operational performance and built a high-performing team aligned to business objectives, with a strong emphasis on service excellence and continuous improvement.

Led the department serving as the single point of contact for all support and service enquiries. Set strategic direction as part of the ITS leadership team and developed the team in line with organisational goals.

Led a team of engineers supporting 24x7 mission-critical systems. Drove strategic initiatives, oversaw project delivery and technical operations, and developed people through coaching and mentoring while continuously improving processes and performance.

Owned Service Desk operations: staffing, development plans and performance. Defined the team roadmap, fostered a culture of continuous improvement, identified automation opportunities and partnered with technical teams to resolve incidents and problems under tight constraints.

Delivered Tier 1/2 Service Desk services, drove automation of common resolutions, mentored analysts and managed major incidents end-to-end in line with Major Incident Management protocols.

Exchanged training experiences at Apple HQ in Cupertino and delivered onboarding content to new Geniuses across Apple Retail in Spanish. Planned training logistics and fed improvements back to the global retail training team.

Provided friendly, hands-on technical support for Apple customers — efficient diagnosis of hardware and software issues, personalised solutions and empathetic communication. Mac and iOS certified for troubleshooting and repair.