Experience

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  Indusind media & communications ltd. - (imcl)

  Jan 2009 - Aug 2009

  Summer intern

  • Learnt the working of a Hybrid Fiber Optic Network System.• Basic Understanding of Theory of Good understanding of fiver optics industry standard installation practice• Fiber testing using OTDR to check insertion, and reflective losses of the fiber line. Power meter and light source testing also used to complete the job. • Assisted the engineers in the work and reported the working of the site to the supervisor. • Diagnosed the various technical problems in the cables and resolved it. • Prepared the paperwork for all the installation work carried and gave it to the site supervisor. • Assisted the senior technicians in performing troubleshooting and providing corrective maintenance for the same. • Maintained the networks, spliced and terminated the fibers as per requirement. • Proficiency in using fiber optics tools - OTDR, Power Meter, VFL, Fusion Splicer, TDR, and Continuity Tester Show less

• 

  University of sheffield

  Sept 2011 - Oct 2012

  Msc data communication engineering
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  Teleplan international

  Jun 2013 - Jul 2015

  Junior electronics engineer

  • ESD Trained.• Quality and Control checking.• Preventive Maintenance Implementation• 5S Checker.• Problem solving through CAR Methodology• HDD Imaging• Problem solving through 5 Why's Theory & Fish Bone method.• Out of Box Audits.• System updating and record maintaining.• Trained in complete Repair Process flow• Process Document preparation.• Technician’s knowledge testing and training.

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  Kinetic it

  Aug 2015 - Jan 2019

  Team leader - qantas contract

  • Made my way up from a service desk technician to Team leader managing the 40 technician team I was once a part of. My key responsibility as a team leader is to provide quality 1st level customer service to Qantas employees. It also involves liaising service partners to provide end to end ticket management, work closely with the major incident management team to ensure all high priority tickets are logged correctly and followed up until resolution. • Incorporating ITIL concepts and Recording service interruptions by correctly raising incidents, requests and creating problem records to identify reoccurring incidents and generating reports on ServiceNow. Our key focus is identifying incident trends and logging Problem tickets to rectify the route cause. Work closely with the Knowledge management team to make sure KBAs are up to date. • Working closely with Change management and worked closely in creations of a ServiceNow dashboard that captures upcoming change records logged by all service partners, so the technicians have close visibility to them. Improvement is the key hence I have logged and worked on CSIs that have made a huge difference in our performances (Monthly SLAs)• Supporting various Qantas applications like Ticketing applications, Catering applications, Inflight, domestic and International crew applications, Amadeus applications. • Investigating service disruptions and liaising with over 300 service partners to achieve fastest restoration of disrupted services. • Ensuring customer ‘delight’ in every interaction with the Qantas staff and service partners by logging, execution and resolving Major incidents hence reducing and to some extent eliminating flight delays. This directly impacts our SLA and NPS score with Qantas. • Overseeing a small team that Offered mobile service by physically attending operational areas like engineering huts, catering production, freight office and Qantas Terminal - domestic Airport. Show less

• 

  Pacific national

  Jan 2019 - now

  •Providing ongoing training and development to Service Desk and Field Tech Support staff by setting clear objectives and inspiring best level service delivery and managing team performance to ensure results are in line with contractual agreement and committed business SLAs•Management of the support contracts to ensure they meet quality and delivery standards for Service Desk and Field Tech Support•Managing 3rd party Vendors and conducting periodic governance meetings against contractual obligations, e.g., Fujitsu, Fujifilm•Carrying out End-to-end Incident Management and Request fulfilment including Event Management for critical systems and services•Creating a proactive maintenance model for replenishment of equipment and a customer service orientated team, and respond in the appropriate manner to user issues•Overseeing the full asset management lifecycle for site-based assets including asset tracking and adherence to replenishment cycles•Managing all priority incidents 24X7 escalating priority incidents to the PN IT Lead team to minimise service disruption•Providing single point accountability for the communication and management of incidents impacting the organisation and maintaining open communications with all relevant stakeholders until incident resolution•Assuming ownership of the IT Service Management tool i.e. ServiceNow and ensuring that it is up-to-date and highly available•Attending other Project/Application meetings as required & ensuring Operational Readiness Acceptance (ORA) process is followed for Project -> Operational Support handover •Attending Change Advisory Board and Problem Management meetings to ensure that outages are understood and communicated to the business. Evaluating the impact of a planned organizational change and developing communication plans relevant to change initiatives•Developing, defining, and communicating user/technical service policies, processes and procedures for products & services supported by the Service Desk Show less •Take overall responsibility for Incident Management, Major Incident Management and Request fulfilment on the Service Desk. This could also extend to Event Management for cricial systems and services•Drive ownership of service tickets across PN IT, to ensure that they are resolved/fulfilled within SLA targets•Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc. •Incident analysis, trending & identification of problems. Linking incidents with problems and escalating these problems to appropriate support teams•Lead service restoration processes for critical incidents and escalate priority incidents to the PN IT Lead team to minimise service disruption•Attend Change Advisory Board meetings to ensure that outages are understood and communicated to the business•Identifying training needs and ensuring that staff are kept abreast of changing technologies, systems and processes•Carrying out performance reviews for the team and ensuring that their performance is in line with company standards•Training and development of Service Desk staff including regular call coaching and one-to-ones. Providing leadership, coaching and development by inspiring the Service Desk staff with the company's service vision, setting clear objectives, and motivating them to deliver the best level of service•Take ownership of the Service Desk Service Management tool, i.e. ServiceNow. Ensure that it is up-to-date and highly available. Carry out regular reviews of the information content to ensure that it is updated•Drive and uplfit of the Problem & Knowledge Mangement contributions from the Level 1 teams•Promote shift-left movements of repeatable / transactional processes from L2 teams to increase First Level Resolution and drive continuous service improvement initiatives.•Manage relationship with 3rd party suppliers/ vendors to ensure that the contracted SLAs are met Show less

  • IT Service Operations Lead

    Jun 2022 - now

  • Incident and Problem Manager

    Jul 2021 - Jul 2022

  • Major Incident Manager & Service Desk Manager

    Jan 2020 - Jul 2022

  • Service Desk Team Leader

    Jan 2019 - Jul 2022