Mitesh Shah
ON
Summary
Service Desk Manger Who Specialises in quality Service, productivity and team management. Trained in ITIL Service management and business administration processes with a high degree of integrity, strong leadership qualities and unsurpassed worth ethics.
Overview
12
12
years of professional experience
Work History
System Analyst
TATA Consultancy Services
Toronto, ON
11.2019 - Current
- Collaborated with upper management to drive strategy and implement new processes.
- Investigated system issues and implemented resolutions to reduce downtime.
- Report on the state and performance of the IT Support Services ecosystem in alignment with KPI and KRI targets.
- Develop and maintain system requirements for the corporate and departmental solutions with an emphasis on configuration, integration, testing, deployment and support to
- Delivering responsive Tier 1 and Tier 2 technical support and troubleshooting for helpdesk tickets related to various Software-as-a-Service applications, including Office 365, Azure SaaS, Dynamics 365 (Sales, Finance and Supply Chain), Sharepoint, Slack, and others.
- Trained incident manager, monitors incidents and provides a status update(s) and communication of critical impact to the organizations (ITIL).
- Monitor and raise awareness of ITS policies and procedures.
- Ensuring tickets are adequately categorized according to pre-defined priority levels.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Trained 20 less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service.
- Developed written plans and obtained customer consent to proceed.
- Tested and validated models for accuracy of predictions in outcomes of interest.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
- Interacted well with customers to build connections and nurture relationships.
Service Desk Manager
K-Mobile
Toronto, ON
01.2019 - 11.2019
- Monitor the IT ticketing system throughout the day and promptly address tickets
- Guided organizational technology strategy and roadmaps.
- Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Managed network and system performance, conducting troubleshooting, security patching and maintenance.
- Wrote policy, procedure and manuals governing internal IT use.
- Demonstrated familiarity with latest hardware, software and networking technology.
- Built, repaired and installed computer-related hardware based on deployment procedures.
- Interacted and negotiated with vendors, outsources and contractors to secure products and services.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Generated reports covering details about data, system operation and error monitoring.
- Provide initial incident call logging and any necessary follow up with customers via telephone, email and/or walkup support ensuring the quality of service.
Student Information Security System Officer
Durham College
Oshawa, ON
11.2017 - 01.2019
- (100575421), The functional configuration of the Banner OCAS module allows for the accurate processing of applicant data
- Incumbent ensures all programs offered during the admission cycle have been set up in the system, loads and maintains ranking/scoring rules for post-secondary programs, and updates set up values during each cycle to reflect changes to program offerings
- Log, track and resolve incidents and service requests
- Uses Student Information System (Banner) and Online Application System (OAS) to move applicants through various stages of the application process; corrects any data entry anomalies
- Contributes to maximizing international student enrolment by accurately assessing and processing applications by determining applicant eligibility for admissions to College programs and issuing acceptance, test, reject letters and international statements of estimated fees
- Analyses potential duplicate records and determines corrective action
- Provides technical support and guidance to the admissions officers who rely on information from the OCAS system
- Including developing and maintaining documentation on the system for users, training users on the module and investigating problems
- Acts as a business analyst with IT to improve admissions processes
- Escalates issues that require IT intervention and follows through to implantation of the issue to ensure processes are working correctly
- Builds disseminate reports to admissions staff and the Director as required using reporting tools such as Cognos, Excel, or other provided information tools
- Work with the Director of Admissions and Recruitment on enrolment projection, maintaining enrolment information in appropriate reporting systems
Service Desk Supervisor
Nissan Canada
Toronto, ON
03.2015 - 11.2017
- Collaborated with basic client hardware and software products including Windows 7, Windows 10, and Microsoft Office suite
- Supervised, monitored and collaborated with resort staff and management team on all systems-related issues regarding the operation of the PMS and POS
- Actively administered and managed the network, workstation operating systems, security systems, safety backups and servers related to the systems of the resort
- Assembled, repaired, maintained and disassembled computers and related equipment for use of the company’s authorized personnel
- Presided over the training and orientation of employees and company offers on the use of the systems to ensure strict compliance with company policies
- Represented the company in all job training seminars, classes, conventions and personal enrichment opportunities as identified by officers and top management
- Documented troubleshooting and corrective actions in Knowldge documents.
- Disconnected and reconnected desktops and peripherals to support office moves.
- Supported operating system and various tools and applications.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up work stations for employees.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Helped streamline repair processes and update procedures for support action consistency.
Service Desk Technician
Wind Mobile
09.2014 - 03.2015
- Determines annual unit and gross-profit plans by implementing marketing strategies; analyzing trends and results
- End to end responsibility for client calls providing timely, reliable and courteous service from initial receipt of the call through to resolution of the issue
- Provides client service and first-level technical resolution for operational, network, mainframe, PC, or service-related incidents or problems
- Maintains ongoing communications and provides updates to clients concerning the status of their service desk tickets
- Reviews and maintains call handling procedures, checklists and other documentation used when receiving and responding to client contacts in collaboration with the Service Desk Analysts
- Eazy bond
Service Desk Technician and Help Desk
Eazy Bond
11.2010 - 08.2014
- 365 products, including Teams and Sharepoint
- Monitoring the status and progress towards resolution of assigned Incidents
- Assisting with the detection and recording of Problems
- Escalating the process as necessary per established escalation policies
- Provide hardware and software support for all supported Personal Computer and Mobile Devices plus associated peripherals
- Provides basic support for telephony and UC systems
- Provides support for conference room audio-video equipment, Supervises team, including having responsibility for hiring, firing, and discipline
- Occasionally works during evening or weekend hours when warranted
- Working knowledge of MS operating systems and applications
- Manage relationships with Tier 3 teams to drive continuous improvement while identifying opportunities for additional Tier 1 involvement in incident resolution
- Ensure Service Desk phones are answered, voicemails and e-mails responded to and physical space staffed during business hours
- Assists with onboarding of new teammates
- Drives change fosters team spirit and builds a winning team
Education
Bachelor of Information Technology -
University of Ontario Institute of Technology
Oshawa, ONProject Management (graduate Certificate) - Project Management
Durham College
Oshawa, ONInformation Systems Security Computers And Network - Information Systems Security
Durham College
Oshawa, ONSkills
- Over 5 years of senior level experience in IT Service Management
- Knowledge of the ITIL framework
- Knowledge of data security principles
- Trained Ticket Lifecycle Manager
- CSAT & DSAT Validation Officer
- Knowledge of Local and Wide Area Networks and supporting VPN / remote / wireless connections
- Mobile devices (Apple iOS, Android) and Mobile Device Management servers
- Digital corporate phone systems and mobile phone services
- Trained incident manager, monitors incidents and provides a status update(s) and communication of critical impact to the organizations (ITIL)
Timeline
System Analyst
TATA Consultancy Services
11.2019 - Current
Service Desk Manager
K-Mobile
01.2019 - 11.2019
Student Information Security System Officer
Durham College
11.2017 - 01.2019
Service Desk Supervisor
Nissan Canada
03.2015 - 11.2017
Service Desk Technician
Wind Mobile
09.2014 - 03.2015
Service Desk Technician and Help Desk
Eazy Bond
11.2010 - 08.2014
Bachelor of Information Technology -
University of Ontario Institute of Technology
Project Management (graduate Certificate) - Project Management
Durham College
Information Systems Security Computers And Network - Information Systems Security
Durham College
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