To automate most of the day to day activities that are done by Service desk staff.  Completed 5 automatons which resulted in saving money and time of the company as well as the employees. 

Designing the KRA for team, which helped to find out the productivity of the associates.

To ensure that a KB article is created for each new issue resolved the team and also attaching the same with ticker while resolving the same. 

Implementation of ticket audit that are worked by Service desk team, resulting in ticket quality and higher customer satisfaction.