Summary
Overview
Work History
Education
Certification
Linked In Profile
Timeline
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Manvinder Singh

Manvinder Singh

IT Operational Systems Support Specialist
Sydney,NSW

Summary

Resourceful and customer focused IT professional with hands-on experience supporting enterprise environments across AI, gaming, hospitality, medical, and schooling industries. Adept at troubleshooting complex issues, streamlining operations, and delivering reliable technical and application support in high pressure settings. Strong collaborator with a passion for learning and emerging tech, backed by a Bachelor's degree in ICT from Western Sydney University. Known for driving smooth project rollouts, enhancing system performance, and building trust with users through responsive, high impact support.

  • Operating Systems: Windows Server & Client, macOS, Linux (Basic)
  • Cloud Platforms: Microsoft 365, Azure Active Directory, Google Workspace
  • Directory Services: Active Directory (User & Group Management, GPOs, Permissions), Microsoft Exchange, Azure AD
  • Ticketing Systems: Jira and Service Now
  • Mobile Device Management (MDM): VMware AirWatch
  • Networking: TCP/IP, DNS, DHCP, VLANs, Network Patching, SecureCRT, Basic Cisco Configuration
  • Automation & Monitoring: Grafana (Dashboards & Visualisation), SolarWinds NPM (Network Monitoring), Basic Monitoring Principles
  • Scripting: PowerShell (Basic)
  • Hardware & Software: Troubleshooting, Configuration, Deployment, Device Lifecycle Management

Overview

6
6
years of professional experience
2034
2034
years of post-secondary education
3
3
Certifications

Work History

Operational Systems Support Specialist

Ocado Group
01.2024 - 04.2025
  • Delivered critical IT support across Ocado’s automation-driven CFC, ensuring infrastructure, systems, and robotic grids ran with >99.9% uptime — directly supporting logistics operations valued at over $10M annually.
  • Developed and utilized Grafana dashboards to visualize KPIs of automation systems, enabling proactive bottleneck detection and improving operational efficiency by 25%.
  • Implemented Grafana to monitor system logs and error rates, reducing mean time to resolution (MTTR) for critical incidents by 40%.
  • Created real-time Grafana dashboards with engineering teams, driving data-informed decisions for maintenance and system upgrades.
  • Deployed and managed software via Microsoft Intune, ensuring secure, policy-compliant rollouts across 200+ devices, reducing deployment-related incidents by 35%.
  • Supported Google Cloud, Microsoft Office 365, and Azure, assigning and managing user/device policies to strengthen governance and reduce manual admin overhead.
  • Performed network port patching and diagnostics, resolving connectivity issues and reducing repeat networking faults by 15%.
  • Utilized Datto RMM (Remote Monitoring & Management) tools and Datto Backup for disaster recovery support, helping ensure critical data integrity and service continuity for CFC operations.
  • Collaborated with global Application and Platform Engineers (AU, JP, UK, US, CA) to resolve server-side issues, cutting downtime by 35% through swift escalation and on-site fixes.
  • Handled robotic grid/BOT escalations, improving incident response by 20% during peak hours.
  • Managed asset lifecycle for 500+ devices (PCs, NUCs, Zebra printers), reducing hardware-related tickets by 40%.
  • Authored 50+ knowledge base articles, improving L1/L2 team resolution speed by 30%.
  • Provisioned and maintained Microsoft 365 E3/E5 licenses, configured group policies, and assigned access roles based on user needs and compliance requirements.

Information Technology Operations Analyst

Crown Resorts
03.2021 - 01.2024
  • Delivered 24/7 IT support across Crown’s large-scale hospitality, gaming, retail, and corporate operations, ensuring high availability of business-critical systems used by 2,000+ staff and guests.
  • Provided Level 1/2 support for software, hardware, and network issues across a wide technology stack, achieving >95% SLA adherence and enhancing end-user satisfaction.
  • Troubleshot enterprise applications including Microsoft Office 365, SharePoint, Oracle PeopleSoft, Microsoft Teams, and Cisco Webex across both Windows and macOS platforms.
  • Diagnosed and resolved hardware faults involving Micros POS, Cisco phones, gaming devices, and printers, contributing to a 30% reduction in repeated incidents through root cause analysis.
  • Utilized SolarWinds Network Performance Monitor (NPM) to proactively identify congestion and latency issues, helping minimize downtime and maintaining optimal network performance across multiple business units.
  • Created detailed SolarWinds reports and alerts, empowering IT management with real-time visibility into network health and driving data-informed decisions on upgrades and capacity planning.
  • Conducted network port patching and VLAN configuration using SecureCRT, enabling connectivity for devices across data centers and operational zones.
  • Managed Cisco phone systems and user extensions via Cisco Unity Call Manager, maintaining clear communication pathways across departments.
  • Provisioned and supported mobile devices using VMWare AirWatch MDM, ensuring secure access for corporate and gaming staff.
  • Handled account provisioning and access control with Active Directory, Azure AD, and Microsoft Exchange, including password resets, GPO management, and permissions — ensuring compliance and reducing access-related incidents by 20%.
  • Logged and tracked incidents through ITMS, escalating high-priority events to the Major Incident Management Team, contributing to efficient crisis handling and recovery.

IT Technician

Techoverload Pty Ltd
03.2019 - 03.2021
  • Delivered front-line IT and network support via phone, email, and chat, resolving over 90% of Level 1–2 tickets independently, and contributing to an overall 25% increase in customer satisfaction scores.
  • Installed, configured, and troubleshoot Windows-based systems, including desktops, laptops, and peripherals, resolving user issues with a first-contact resolution rate of ~80%.
  • Resolved software and hardware incidents, escalated complex issues to senior engineers, and maintained service continuity during high-impact outages.
  • Managed user accounts, access permissions, and password resets using Active Directory, supporting over 300 users across multiple departments.
  • Led equipment setup and onboarding sessions for new hires, reducing new employee tech setup time by 40%.
  • Authored internal support guides and trained junior staff on best practices, improving response consistency and reducing repeated queries.
  • Collaborated with internal teams during P1/P2 incidents, ensuring timely updates, shared diagnostics, and coordinated remediation.
  • Maintained accurate support ticket records and followed ITIL-aligned escalation and resolution processes, contributing to consistent SLA compliance.

Education

Bachelor's Degree - Information Communication Technology

Western Sydney University
Campbelltown, NSW
04.2001 - 01.2019

Computer Systems Networking and Telecommunications -

TAFE NSW

Certification

Google Workspace for IT Administrators

Linked In Profile

www.linkedin.com/in/manvinder-singh-a546b9140

Timeline

Operational Systems Support Specialist

Ocado Group
01.2024 - 04.2025

Information Technology Operations Analyst

Crown Resorts
03.2021 - 01.2024

IT Technician

Techoverload Pty Ltd
03.2019 - 03.2021

Bachelor's Degree - Information Communication Technology

Western Sydney University
04.2001 - 01.2019

Computer Systems Networking and Telecommunications -

TAFE NSW

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