Vishal Basra

Experience

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  WHSmith Travel

  Sept 2001 - Jul 2007

  Recruitment Assistant and Sales Assistant (Part-time)

  My role as a recruitment assistant includes effective administration/communication with internal and external stakeholders of the business at Heathrow Airport (Terminal 1, 2, 3, 4 and 5), i.e. Store Managers, T&C Management teams, Recruitment manager, HR advisors and BAA. My key activities also includes Coordinating effective administration Verbal references check, Candidate Screening, Conducting group assessments, Inductions and referencing (Written complying with BAA Standards) as well as keep track of the latest law and probation figures.Responsible for liaising with clients and management, ensuring internal sales and promotion targets are exceeded in a very busy optimistic environment. Show less

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  Digicore Ltd

  Jul 2007 - Nov 2010

  Senior Technical Support

  My role includes 2nd - 3rd line Technical and Application Support working in a Central Service Desk team assisting the IT Director. Incident Management- Detect and make sense of all incidents raised to Service Desk, Log and resolve all client issue within agreed SLA and OLA's (including appropriate escalation to 3rd line support) using communication tools such as email, RDP (VPN), Client Site visits and video conference if necessary.Problem Management- Liaise with clients and stakeholders who have raised any fulfilment request, problems- updating error knowledge database with approved workaround. Carry out Technical Duties such as building and maintaining SQL database, monitoring backups and auditing/documenting disaster recovery (Business Continuality Plan). My duties also include deployment of new software/hardware releases (updating any documentation/databases). Support and maintain Blackberry Devices through internal Blackberry Enterprise Server. Am also on the Change Advisory Board (CAB) investigating all change requests through RFC (request for change)- evaluating risk- impact/vulnerability to all operational services and communicate to all clients if any projected service change or unplanned change is required- take necessary action to remedy any unsuccessful changes. Show less

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  Anglo Pacific International Plc

  Nov 2010 - now

  IT Manager

  My role here has evolved in the last 6 years covering all aspects of IT and Project Management. We follow ITIL & PRINCE2 framework in providing an efficient and effective IT Management. Covering Infrastructure support/projects to application support/development and MI for business (covering various roles and responsibility, PM, Team Manager, Assurance). My role developed from a senior team member to management. My responsibilities include reviewing, developing internal processes, procedures (SOP), aligning IT with business needs and ensuring IT projects are planned, communicated and deployed efficiently and importantly successfully with quality in mind. Now leading a team of 6 IT team members and working within a group company. Reporting directly to number of managing directors and the group director. User base of 1500 users.I've taken over the lead role which covers informal and formal issues & escalations via reporting. Covering service transition with change management. Ensure key stakeholders are communicated (technical and non technical) and contribute to IT bulletin (forum). Engaging with service operation team and end users to ensure we maintain high satisfaction. Review and audit IT policies and SOP's, define and review SLA including developing new IT strategies, covering training and updating documentation. I've maintain good relationships with senior users and and suppliers to roll out IT and non IT services and carry out pre-and post assessment to ensure smooth running of the change to business looking to constantly improve. I am not afraid to get my hands dirty, no job is to small not afraid to taken on challenge. Show less