Shovan Dey

Experience

• 

  TeleTech

  Feb 2006 - Feb 2007

  Service Desk Analyst (Telstra)

  Employed by TeleTech and providing IT support to all Telstra’s ADSL customers. My role was to provide Technical Support to broadband users. This would include thorough troubleshooting, analysing of the issue and coming up with a solution within a timely manner. While assisting the customers, I was also responsible for maintaining individual KPIs and SLAs like Average Call Handling and Frist Call Fix and would escalate to the next level where issues were not resolve in the first call.

• 

  Unisys

  Feb 2007 - Apr 2020

  Reporting to the Operational Director and acting as a Business Manager to the stake holders, responsible for overseeing of 6 remote Seeding Techs across 6 countries in Asia Pacific region for managing and preparing loan devices for Microsoft’s external customers.Key Achievements: 100% compliant during the last two annual audits with no device untraceable.  Reduce re-image time of PC’s by half and saving operational cost of procuring USB thumb drives by implementing a process of sticking to use the Windows Reset feature only to prepare the PC for next use. Show less Reporting to the Service Desk Manager and Operations Director responsible for the planning, leading and managing the operations of the Service Desk. Lead a team of 14 Service Desk Analyst providing IT assistance to the teachers of Queensland TAFE over the phone and email support. Services included technical support, request fulfilment, mobile device management etc. Core duties were ensuring daily operations are met as BAU, performing RCAs, ensuring 100% compliance in meeting client’s SLAs, training new and existing team members, providing coaching and technical guidance, reporting, forecasting and rostering. Key Functions:• Working alongside Service Desk Manager in developing Service Desk process and workflows.• Oversee 100% compliance with meeting SLA’s according to the client’s requirement. • Writing and periodically updating SOPs and KB articles.• Coaching and training to make team members more efficient to increase first call fix %. • Manage and co-ordinate the processing of incoming tickets to ensure timely resolution of incidents and Requests and maintain the team workload. • Performed one-one to develop team members in achieving and meeting with their own KPIs. • Resourcing and rostering for meeting daily demands and deliverables. • Collaboratively working with other teams like account provisioning teams and application support team to ensure a timely resolution of the ticket with proper update to the customer. • Ensuring team members adhere to leave policies and maintaining a leave register so that staff planning and rostering is done effectively and efficiently. Key Achievements: Was being groomed for a managerial position by the Service Desk Manager for can do attitude and prompt response to crisis. Increased team member efficiency by training them on procedures and troubleshooting techniques and conducted fortnightly quiz to check team member’s knowledge ongoing process and solving techniques. Show less Reporting to the Service Desk Manager, was responsible for managing a team of 4 Service Desk Analyst and 20 Apple Field engineer providing both hardware and software support to Apple’s Enterprise, Education and Consumer customers. Support to customers were given via phone and emails. Core duties were ensuring daily operations are met as BAU, performing RCAs, ensuring 100% compliance in meeting client’s SLAs, training new and existing team members, writing and maintaining SOPs and KB articles, providing coaching and technical guidance, reporting, forecasting and rostering. Key Functions:• Oversee 100% compliance with meeting SLA’s according to the client’s requirement. • Writing and periodically maintaining SOPs and KB articles.• Coaching and training to make team members more efficient to increase first call fix %. • Manage and co-ordinate the processing of incoming calls/ tickets to ensure timely resolution of incidents and Requests. • Driving continual process improvement within the team to increase CSAT.• Resourcing and rostering for meeting daily demands and deliverables. • Ensuring team members adhere to leave policies and maintaining a leave register so that staff planning and rostering is done effectively and efficiently. Show less

  • Desktop Support and Audio Visual Manager (Microsoft)

    Oct 2015 - Apr 2020

  • Device Seeding Lead at Microsoft

    Oct 2015 - Apr 2020

  • Service Desk Team Lead (Queensland TAFE)

    Jul 2013 - Oct 2015

  • Team Lead Service Desk (Apple)

    Jun 2009 - Jul 2013

  • Hardware & Software Field Engineer

    Feb 2007 - Jun 2009
• 

  RIB Software

  Sept 2020 - now

  Develop, implement and continuously refine support processes to align with organisational goals and industry best practices.Manage the Support process changes, ensuring smooth transition with minimal disruption to business services.Lead and mentor the support team, fostering a culture of collaboration, accountability and continuous improvement.Define and track key performance indicators to monitor effectiveness and quality.Act as the primary point of contact for stakeholders, providing insights and updates on Support Operations. Manage and oversee the day-to-day operations of the support team, including coordinating workloads, assigning tasks, and monitoring performance.Manage and monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure the application support team meets or exceeds customer expectations.Provide leadership and guidance to the application support team, fostering a positive and collaborative work environment. Show less

  • Application Support Manager

    Apr 2024 - now

  • Support Engineer Team Leader

    Sept 2020 - Jan 2025