Summary
Overview
Work History
Education
Skills
Securityclearance
Technologieslearned
References
Certification
Languages
Timeline
Generic

Sidhant Mehra

Tarneit,VIC

Summary

Energetic Leader with a 6 year background in team leadership. Talented in coordinating internal resources for the flawless execution of detailed projects. Adept in monitoring performance by utilizing appropriate tools and techniques.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Customer Lead - EUC

Datacom
11.2021 - Current
  • Provide technical leadership for major incidents, governance for implementations, exceed customer SLA targets, assist in Problem Management, support Continual Service Improvement, manage call management system queues, ensure documentation is current, contribute to the risk register, ensure high-quality reporting, manage team resources, ensure adherence to Change Management policies, and complete small projects.
  • Improved overall team performance by conducting regular performance evaluations and providing constructive feedback to facilitate professional growth.
  • Established strong relationships with clients, leading to repeat business and positive referrals for the company.
  • Implemented best practices in documentation management systems that improved efficiency, accessibility, and security of project-related information.
  • The ticket count was above 400 when this role was offered to me. Worked on process improvement and also helped the team to bring the ticket queue down to a manageable number.

Service Desk Team Leader

Brennan IT
01.2019 - 10.2021
  • Workforce planning, implementing Service Delivery Framework, review processes for efficiency, maintain employee performance plans, managing 3rd party relationships, providing reports on Service Desk performance, and resolving post-migration issues.
  • Managed daily operations of the service desk, ensuring optimal allocation of resources and adherence to established protocols.
  • Regularly reviewed team member performance, providing constructive feedback and recognition where appropriate.
  • Proactively identify potential risks or bottlenecks within the department's workflows; implemented measures to mitigate them.
  • Improved service desk efficiency by implementing streamlined processes and procedures.
  • Developed comprehensive training materials to enhance new hire onboarding and ongoing team member education.
  • Created user accounts and assigned permissions.
  • Researched and identified solutions to technical problems.

Service Desk Team Leader

Dimension Data
06.2018 - 12.2018
  • Manage service levels, operations, transitions, incidents, customer support, and people management, while ensuring effective incident logging and communication.
  • Regularly reviewed team member performance, providing constructive feedback and recognition where appropriate.
  • Managed daily operations of the service desk, ensuring optimal allocation of resources and adherence to established protocols.
  • Tested new software and hardware prior to deployment.
  • Proactively identified potential risks or bottlenecks within the department's workflows; and implemented measures to mitigate them.
  • Improved service desk efficiency by implementing streamlined processes and procedures.
  • Achieved a high customer satisfaction rating by consistently providing exceptional support to end-users.
  • Evaluated service desk performance metrics, identifying areas for improvement and implementing necessary changes.
  • Established strong working relationships with key stakeholders to ensure seamless collaboration between departments.
  • Diagnosed and resolved user system functionality issues to enable completion of desired operations.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Assisted in development of system security protocols.

Service Desk Analyst

Dimension Data
10.2016 - 06.2018
  • Act as SME for South Australian Government, manage Microsoft Exchange, Active Directory, Office 365 accounts, provide L1 and L2 support, and improve internal tools and methods.
  • Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
  • Proactively identified recurring issues and worked with relevant departments to implement solutions.
  • Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
  • Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured and tested new software and hardware.
  • Developed and implemented preventive maintenance procedures.

Business Analyst (Internship)

VIIEW
03.2016 - 10.2016
  • Work with new CRM system, write reports, prepare manuals, assist with workflow system, and report directly to the Regional Manager.
  • Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
  • Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
  • Improved business processes by analyzing current practices and recommending optimization strategies.
  • Increased resource efficiency by analyzing detailed business requirements.
  • Analyzed data to identify root causes of problems and recommend corrective actions.
  • Identified patterns and trends in large data sets and provided actionable insights.
  • Developed complex dashboard and reporting tools to track business performance metrics.

Education

Professional Year Program -

Performance Education Group
Sydney, NSW
12.2016

Bachelor of Business (Information Systems Management) - Management Information Systems

Victoria University
Sydney, NSW
12.2015

Diploma in Information Technology (Networking) -

Australian College of Management And Technology
Sydney
12.2013

Skills

  • Collaborative mindset
  • Leadership skills
  • Project Management
  • Microsoft Exchange Admin Centre
  • Process Improvement
  • Customer Focus
  • Stakeholder Management
  • Agile Development
  • Team Leadership
  • Agile Methodologies
  • Stakeholder Relations
  • Time Management

Securityclearance

NV1

Technologieslearned

  • ITIL - Certification underway
  • PowerShell - Advanced user
  • Managing devices through Microsoft Intune
  • SCCM admin console
  • Apple Business Manager
  • Google management console
  • Microsoft Azure administration
  • Active Directory user management
  • Microsoft Exchange Admin Centre
  • VMware
  • Office 365 admin centre
  • HYPER V
  • CCNA – Routing and Switching

References

Available on request

Certification

  • CCNA - Routing and Switching

Languages

Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Gujarati
Limited Working
English
Native or Bilingual

Timeline

Customer Lead - EUC

Datacom
11.2021 - Current

Service Desk Team Leader

Brennan IT
01.2019 - 10.2021

Service Desk Team Leader

Dimension Data
06.2018 - 12.2018

Service Desk Analyst

Dimension Data
10.2016 - 06.2018

Business Analyst (Internship)

VIIEW
03.2016 - 10.2016

Professional Year Program -

Performance Education Group

Bachelor of Business (Information Systems Management) - Management Information Systems

Victoria University

Diploma in Information Technology (Networking) -

Australian College of Management And Technology

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Sidhant Mehra