Dev Khinda - BSc Hons

Experience

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  Barclays

  Jun 2009 - Sept 2010

  1st Line IT Support Analyst/Telephony Engineer

  Responsibilities include: taking inbound calls from users of Barclays various IT systems when experiencing difficulties. Updating and chasing incidents reported to the department in order to ensure incidents were closed and satisfied the needs of users. Changing and updating the frame for new users and communication lines. Contributing to the overall cohesiveness and productivity of the team by training new staff and creating service documentation.Overview of skills used/learned.• Installation of new communication lines.• Microsoft Office• Microsoft Windows XP• Communication skills• People skills• Analysis of user/system errors Show less

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  Boulvard Chicken

  Nov 2010 - Jan 2013

  Owner/Manager

  Responsibilities include: staff management, including consistent training of new and existing staff, establishing and maintaining staff rotas and implementing constructive development plans. Ensuring the restaurant could function on a day to day basis by controlling stock levels, discussing contracts with suppliers and delivering high quality food to time. Managing the restaurant’s finances and payroll, all of which contributed to long working hours with intense pressure, but enormous rewards and self-satisfaction. Overview of skills used/learned.• Creating a new business • Providing exceptional customer service, for which we received a customer satisfaction award • Good communication • Organisation and Team working skills• Prioritisation skills• Staff PDP’s Show less

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  Computacenter

  Feb 2013 - Mar 2014

  1st/2nd Line IT Analyst

  Responsibilities include: taking inbound calls and emails from Computacenter’s 15,000 users -achieving a 90% call quality across an average of 60 calls per day, whilst my FCR rate of 65% exceeds the departmental target of 44%. Experience with several contracts has allowed me update and follow up incidents within SLA, handle departmental incidents and oversee queue management. The acquisition of a new contract with RWE Npower enabled me to conduct site visits for the purpose of fact finding and managing business take over for ComputaCenter. Overview of skills used/learned.• Remote Assistance• Microsoft Office• Microsoft OS XP- Windows 7• Active Directory• Software Installations• Setting permissions for user groups and files • Network Configuration and Troubleshooting• Escalating Incidents• Lotus Notes • Remedy• Working in a fast pace environment that is constantly evolving Show less

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  Heatherwood and Wexham Park Hospitals NHS Foundation Trust

  Apr 2014 - Jul 2015

  1st/2nd IT Support Specialist

  Responsibilities include: taking inbound calls, emails and requests from staff at Wexham Park Trusts 6,000 users - on average I take 50 calls per day, action 80 incidents/requests daily. I have experience with desktop moves, machine re-builds and workstation evaluations, user account creation. I am responsible for service desk admin and have in my two months managed to reduce the Service Desk queue from 170 to a manageable 30.Overview of skills used/learned.• Remote Assistance/ SMS• Microsoft Office• Microsoft OS XP- Windows 7• Active Directory• Software Installations• Setting permissions for user groups and files• Network Configuration and Troubleshooting• Escalating Incidents• Exchange• Support Works• McAfee• Request Fulfillment• Sharedrive• Account Creations• Desktop Moves Show less

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  The Northview Group

  Jul 2015 - May 2019

  2nd and Desktop IT Support Engineer

  Responsibilities include: supporting the businesses 600 users in a proactive and reactive way to suit their needs. Day to day my role includes anything from complete setup on users accounts/hardware, shared drive/email/SharePoint access/creation. IT has also heavily been involved with the site move were we have merged three companies into one. We had to put our disaster recovery plan in place as we lost power to the head office and now team leading to support my development and gain a NVQ in Team Leading. Overview of skills used/learned.• Remote Assistance• SCCM• Microsoft OS XP- Windows 10• Active Directory• Software Installations• Disaster Recovery • Network Configuration and Troubleshooting• Escalating Incidents• Exchange• Service Manager• Virtual Machines• Printer Break/Fixes• OneLan• VMWare• Microsoft Office 2003 – Office 365• iPhone and iPad build• Patching Show less

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  Hyundai Motors

  Jun 2019 - Nov 2020

  Technical Analyst

  Responsibilities include: supporting the businesses 180 users, plus all the dealers for Hyundai UK in a proactive and reactive way to suit their needs. Day to day my role includes anything from complete setup on users accounts/hardware, shared drive/email/. IT has also heavily been involved with DR for the recent COVID-19, where systems build 40 laptops ready for the office to be closed down. Recently I have been involved in automating processes through scripting in powershell and build imagines through Veeam.Overview of skills used/learned.• Remote Assistance• Veeam• Project lead for Windows 10 Upgrade• Active Directory• Software Installations• Disaster Recovery• Network Configuration and Troubleshooting• Exchange• SpiceWorks• Virtual Machines• Printer Break/Fixes• Upgrading Servers• VNC• Microsoft Office Show less

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  Ultima Business Solutions

  Nov 2020 - now

  Project Manager (Transition Manager)

  • Led the management of 15 projects, ensuring smooth onboarding and BAU handover while adhering to governance and risk management protocols.• Significantly improved project completion, raising one major contract from 11% to 58% within a month by optimising processes and resource allocation.• Collaborated with internal stakeholders to identify and mitigate risks, ensuring customer satisfaction and service perception were consistently maintained.• Managed budgeting across 15 projects of £500k and resource allocation for projects deliverables, ensuring profitability while coordinating 3rd Line resources for timely project completion.• Escalating slippage when the project is at risk of overrunning budget or time. Show less