Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
Generic

Amit Mishra

Marsden Park,NSW

Overview

2
2
years of professional experience

Work History

Technical Services Engineer Expert

Fujitsu Australia Limited
04.2022
  • Lead a team of engineers and contractors to refresh defences secret environment upgrading to windows 10 Tracking asset movement to tamit update and accuracy
  • Resource planning and scheduling to deploy according to planned schedule.

Technical Services Manager

Fujitsu
03.2020
  • Managed National Deskside contract on Department of Defence for the East Region
  • Managed daily tasks consistently and sought out opportunities to go beyond requirements and support customer
  • Managed a team of 40 staff, indirect reports included
  • Mentored and coached team members
  • Managed and mitigated contractual SLAs
  • Hired and trained staff
  • Provided hands on support to staff on the ground
  • Maintained team roaster and site coverage with compliance
  • Managed staff performance via PIP etc
  • Managed all customer escalations with effective outcomes
  • Managed, planned and refreshed 7000 IT assets for the customer
  • Worked closely with the teams to improve SLA across whole of NSW
  • Required minimal oversight to complete job tasks, meeting all deadlines and goals
  • Completed all required paperwork within anticipated timeframes
  • Met with project owner and project manager to coordinate design development and timelines
  • Provided clients detailed specifications outlining project deliverables and schedules
  • Followed established guidelines and procedures
  • Monitored processes and recommended methods for improvement.

Senior Desktop Team Leader

Fujitsu
12.2017
  • Managed Desktop Team of 10 on Qantas Australia
  • Ensure that end users are receiving the appropriate assistance
  • Manage all procedures related to identification, prioritization and resolution of incidents and Problems, including the monitoring, tracking and coordination of Support functions
  • Provide VIP service i.e attending to CEO and CFO
  • Services include, incident management, Service request management, on call services
  • Responsible for planning, designing, and analyzing the organization's support according to ITIL best practices, while ensuring high levels of customer service quality and availability
  • Work closely with IT Service Delivery Manager to develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions
  • Responsible for staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans
  • Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Take ownership of user problems and be proactive when dealing with user issues
  • Arrange for external technical support where problems cannot be resolved in house
  • Maintain a library of documentation that reflects the complexity and diversity of the environment and that enhances the software support process
  • Undertake peer reviews as required to improve the quality of work, and body of knowledge, of the Service Desk team
  • Mentor staff to improve the capabilities and usefulness of the Service Desk team
  • Maintain service levels between 8am to 6pm week days, during planned after hours work, leave, and holidays by sharing work with a nominated team member
  • Attend meetings as required Work both independently as well as part of a team to ensure that work gets completed.

Desktop Team Leader

Fujitsu
01.2012
  • Managed the desktop team of 6 on Caltex Australia carrying out similar job description as on Qantas.

Technical Services Engineer Expert

Fujitsu
01.2022 - 02.2024
  • Managed consumable stock control to make products easier to locate and track and reduce ordering errors and consumable stock loss.
  • Increased productivity through the development and deployment of automation tools and scripts.
  • Boosted client confidence by delivering professional training sessions on product features and capabilities.
  • Maintained site, buildings and content security to reduce threats and protect assets.
  • Lead a team to refresh 20,000 defence assets in NSW.
  • Organise, scheduled and planned refresh deployment.
  • Provided quality technical support for via telephone or live chat.
  • Facilitated project completion by monitoring progress, coordinating activities, and resolving bottlenecks.
  • Reduced downtime by implementing preventive maintenance plans and conducting regular equipment inspections.
  • Collaborated with cross-functional teams to develop and implement innovative solutions, resulting in optimized system performance.
  • Ensured optimal software functionality with thorough testing, validation, and debugging efforts.
  • Demonstrated exceptional problem-solving abilities during critical incidents to ensure swift resolution times without compromising quality standards.
  • Established credibility as a trusted advisor among colleagues due to an in-depth understanding of various technologies and systems employed across diverse industries.
  • Contributed to successful project completions by serving as a reliable point of contact for technical expertise.
  • Facilitated seamless transitions during hardware upgrades, minimizing disruptions to end-users'' operations.
  • Maintained work records and supplier invoices to track service dates and resolve billing issues.
  • Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
  • Resolved customer complaints in prompt, polite and professional approach.

Education

Diploma in Network -

TAFE North Sydney
11.2010

Certificate IV in Desktop Hardware Support -

TAFE Suva Fiji
12.2007

Skills

  • Problem Solving
  • Organised
  • Analytical thinking
  • Incident management
  • Incident mitigation
  • Quality assurance
  • Schedule management
  • Team builder
  • Mobile Device Management
  • Software Development
  • ITIL Processes
  • Written and verbal communication

Hobbies and Interests

Fishing, Karate, music, movies and Camping.

Timeline

Technical Services Engineer Expert

Fujitsu Australia Limited
04.2022

Technical Services Engineer Expert

Fujitsu
01.2022 - 02.2024

Technical Services Manager

Fujitsu
03.2020

Senior Desktop Team Leader

Fujitsu
12.2017

Desktop Team Leader

Fujitsu
01.2012

Diploma in Network -

TAFE North Sydney

Certificate IV in Desktop Hardware Support -

TAFE Suva Fiji

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Amit Mishra