Brian Mendonsa

Experience

• 

  Mphasis

  Jan 2003 - Aug 2003

  Customer Service Representative

  • Provided client-required support for helpdesk services.

• 

  Hewlett Packard Enterprise

  Aug 2003 - Feb 2006

  Senior Technical Support Engineer

  • Delivered helpdesk and identity management support, achieving the highest customer satisfaction ratings consistently.

• 

  HCL Technologies

  Mar 2006 - Jun 2024

  • Oversee SAP and End-User Services Operations and Projects, managing services valued at over $3 million annually.• Manage operations, service delivery, project oversight, and billing across a diverse portfolio of services, including SAP, SharePoint, Exchange, Directory Services, Packaging and Distribution, Citrix, Unified Communications, IT Devices, Printers, and Telephony.• Spearheaded numerous small and medium-scale projects, including SAP HANA upgrades and EOL printer replacements across multiple sites.• Drove service stability and business continuity during the pandemic, earning recognition from customers.• Implemented several service improvements, leading to enhanced operational efficiency and increased revenue.Notable Achievements: • Successfully ensured smooth handover and stabilization during service transitions.• Appreciated for minimizing escalations and delivering significant cost savings through process improvements.• Awarded outstanding performance ratings. Show less • Track Lead (HCL Singapore, May 2011 – Dec 2012): Managed Identity & Access Management (IAM) team, leading process improvements that reduced audit findings and improved reporting.• Incident Manager (HCL Singapore, Dec 2010 – Apr 2011): Streamlined a new incident management process, achieving steady-state operations within minimal time.• Specialist, Shift Lead, Track Lead (Mar 2006 – Nov 2010): Led IAM functions and team operations, achieving a 600% increase in team size and successfully overseeing multiple service transitions. Consistently recognized for driving operational improvements and delivering significant cost savings. Show less

  • Senior Manager

    Mar 2018 - Jun 2024

  • Technical Operations Manager

    Jan 2013 - Mar 2018

  • Track Lead

    Mar 2006 - Dec 2012