Madhu Singh
Sydney,Australia
Summary
Over 12 years of progressive experience in providing technical IT Support services in a number of different technologies and industries including Finance, Media and Retail. My career has been built around establishing, nurturing and maintaining relationships with both internal and external stakeholders at all levels across a range of industries. The ability to build rapport and deliver solutions in a timely manner, combined with solid technical knowledge has given me the ability required to deliver efficiently at all times Results-driven Network Engineer with [Number] years of expertise deploying and maintaining LAN and WAN infrastructure. Dedicated technology professional with strong track record of accurately conducting system repairs and troubleshooting. Offering exemplary planning, project management and communication talents.
Overview
16
16
years of professional experience
Work History
Network Engineer
Seven West Media
08.2023 - Current
- Primary Responsibilities: Network Infrastructure Management, Upgrade , configure and maintain switches , routers , Palo Alto firewalls, WLC, ISE, Network Patching, configuring ports with VLANs for Voice and Data access, Troubleshooting basic networking issues, Voice over IP (VoIP) Administration
- Fibre Splicing- Built fibre backbone for Seven office in Eveleigh and all associated testing to ensure the network functioned flawlessly and met all data transmission standards
- Cisco Call Manager 15 adding extensions, configuring voice profiles, and basic troubleshooting of call quality issues
Service Desk Team Leader
Seven West Media
02.2022 - 08.2023
- Primary Responsibilities: Team Management and Development: Recruiting, Hiring, and Onboarding: Participate in the selection process for new service desk analysts, ensuring they possess the necessary technical and customer service skills
- Oversee their onboarding process, providing them with essential training and guidance to become productive team members
- Performance Management: Motivate and coach service desk analysts, setting clear performance goals, conducting regular reviews, and providing constructive feedback to help them improve their skills and knowledge base
- Training and Development: Identify training needs within the team, create or source relevant training materials, and conduct training sessions to enhance analysts' technical expertise in troubleshooting, problem-solving, and IT service delivery
- Team Building: Foster a positive and collaborative work environment within the service desk team, promoting teamwork and knowledge sharing
- Service Delivery and Quality Assurance: Process Improvement: Continuously review and refine service desk processes to ensure efficiency and adherence to Service Level Agreements (SLAs)
- This may involve streamlining workflows, optimizing ticket routing, and implementing new technologies to improve service delivery
- Quality Monitoring: Monitor service desk performance by tracking key metrics like first call resolution rates, average response times, and customer satisfaction levels
- Identify areas for improvement and implement corrective actions to maintain high service quality
- Incident and Service Request Management: Oversee the triaging, escalation, and resolution of incidents and service requests
- This includes ensuring incidents are logged accurately, prioritized appropriately, and escalated to the right resources when necessary
- Knowledge Base Management: Maintain and expand a comprehensive knowledge base of solutions to common service desk issues
- This empowers service desk analysts to resolve issues efficiently and provide self-service options for users
- Communication and Collaboration: Customer Service Champion: Act as a customer service champion, ensuring all user inquiries are addressed promptly and professionally
- This involves providing clear and concise communication to users regarding issue resolution and service updates
- Stakeholder Management: Build strong relationships with internal stakeholders across different departments, understanding their needs and ensuring their IT support requests are handled effectively
- Vendor Management: Liaise with external vendors when necessary to coordinate service requests or escalate unresolved issues
- Reporting: Generate reports on service desk performance metrics and present them to relevant stakeholders
- This includes analyzing trends, identifying areas for improvement, and communicating successes.
Senior Service Desk Analyst
Seven West Media
06.2019 - 01.2022
- Primary Responsibilities: End-User Device Support: Manage, maintain, and troubleshoot end-user devices (workstations, mobile devices, multi-function devices)
- Create and deploy application packages to workstations across the organization
- Provide technical support for incidents escalated from the service desk
- Process and Knowledge Management: Develop processes, documentation, and knowledge base for End-User Computing (EUC)
- Contribute to IT and business projects as needed
- Develop and implement an EUC strategy and roadmap for continuous improvement
- Security and Asset Management: Ensure IT Asset Management for EUC devices
- Maintain a stable and secure EUC environment
- Customer Service and Support: Provide high-quality customer service to internal stakeholders and end-users
- Act as an escalation point for the service desk team on incidents, requests, and problems
- Liaise with stakeholders and users to manage high-priority incidents
- Deputize for the team leader and take a lead role in customer service matters
- Respond efficiently to all contacts, adhering to SLAs, OLAs, and KPIs
- Technical Expertise: Diagnose incidents, queries, complaints, and service requests using ITIL processes
- Monitor phone queues and answer calls
- Maintain accurate hardware and software inventory
- Troubleshoot computer and application problems
- Handle hardware setup, configuration, software installation, and configuration
- Manage Azure Active Directory users, Exchange accounts, and access
- Manage IBMS user accounts and access
- Support mobile devices (Android and iOS)
- Image computers and install software using SCCM
- Configure VPN remote access
- Troubleshoot basic SharePoint issues
- Troubleshoot printer hardware and network access issues
- Identify and notify users of outages
- Purchase IT equipment based on user requests and approvals
- Remote Support and Collaboration: Assist users remotely via Teams, SCCM, Skype, Webex, and Quick Assist
- Assist users with Microsoft Office 365, Adobe, and other business applications.
Systems Specialist
HCL Technologies Limited
06.2008 - 09.2015
- Primary Responsibilities: IT Helpdesk (Managed Services for Etrade technologies & Exide Technologies): Incident Management: Investigating, diagnosing, and resolving user-reported hardware and software issues over phone or via BMC remedy tickets
- Escalating unresolved issues to higher support levels as needed
- Request Fulfillment: Processing user requests for service, such as account creation, access management, and software installation
- Problem Management: Identifying recurring issues, seeking root causes, and implementing solutions to prevent future occurrences
- Knowledge Management: Contributing to a knowledge base to document solutions and best practices for future reference
- User Support: Providing technical assistance to end users across various technologies including Microsoft Office, Windows XP, desktops, laptops, and printers
- Documentation: Recording incident resolutions and support activities in the BMC Remedy ticketing system
- AS/400 Administration in IT Infrastructure Domain: System Administration and Management: Manage, monitor, and operate AS/400 iSeries servers
- Perform backups (daily, weekly, monthly, yearly) using BRMS and monitor scheduled backups
- Handle restorations in both normal and high-availability (HA) environments
- Apply patches (cumulative, hyper, security) to keep the system up-to-date
- Upgrade system software and applications (e.g., OS upgrades, Quickpress, Quickspool, PN400)
- Manage Hardware Management Console (HMC) upgrades, firmware upgrades, and critical console data backup
- Oversee MIMIX upgrades and migration between versions
- Security and Problem Resolution: Implement security measures and maintain system integrity
- Monitor logs for potential issues and take corrective actions
- Identify and troubleshoot problems with the AS/400 system and applications
- Work with users to resolve issues and improve system performance
- Minimize service level agreement (SLA) violations by proactively addressing problems
- User and Printer Management: Manage user accounts and access permissions in Automator and Op-Scheduler
- Handle printer-related issues, including start/stop print writers
- Communication and Collaboration: Conduct meetings with clients across different regions (US, EU, AU) to initiate projects and discuss progress
- Lead weekly team meetings with operations and technical support teams to address issues and monitor progress
- Document processes related to AS/400 system administration
- Log calls with third-party vendors (IBM, VISION) for hardware or application failures and follow up for resolution
- Collaborate with business users to understand their needs and provide solutions
- Additional Responsibilities: Provide 24/7 on-call support for AS/400 servers
- Participate in projects related to developing system monitoring tools.
Education
Bachelor of Computer Science (Honors) -
Banasthali Vidhyapeeth
Master of Art -
CCS University
Bachelor of Education -
CCS University
Diploma in Human Resources -
Upskilled
ITIL V4 -
09.2022
Azure Fundamentals -
09.2021
Skills
- Customer Service
- Technical Support
- Problem solving and Troubleshooting
- Team leader & player
- Flexible work availability
- Documentation SOPs
- Microsoft Office Suite (Office 365)
- MS Teams
- Third party vendor management
- Azure Active Directory and Exchange
- Intune
- SharePoint
- ITIL
- System Administration
- Windows & AS400
- Backup and Restore
- Disaster recovery
- Server Management
- System Upgrades
- Crowd Strike
- Palo Alto Firewalls
- Cisco Switches (Catalyst/nexus)
- Cisco routers
- Cisco ISE
- Cisco WLC
- Orion monitoring
Additional Information
12 Years’ experience
Currentlocation
Sydney, NSW
Personal Information
Title: Service Desk Team Leader
Timeline
Network Engineer
Seven West Media
08.2023 - Current
Service Desk Team Leader
Seven West Media
02.2022 - 08.2023
Senior Service Desk Analyst
Seven West Media
06.2019 - 01.2022
Systems Specialist
HCL Technologies Limited
06.2008 - 09.2015
Bachelor of Computer Science (Honors) -
Banasthali Vidhyapeeth
Master of Art -
CCS University
Bachelor of Education -
CCS University
Diploma in Human Resources -
Upskilled
ITIL V4 -
Azure Fundamentals -
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