Dhiran Mistry's Location
London, England, United Kingdom, United Kingdom
Dhiran Mistry's Contact Details
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About Dhiran Mistry
A dynamic, target driven and innovative individual, who has a demonstrable record of achievement managing a busy support desk. Extensive experience of delivering multiple and complex projects using systems knowledge with a high level of business acumen. Well-developed communication, influencing and interpersonal skills both verbally and written. A highly focused and pragmatic person, able to present at all levels, who can offer the ability to deal effectively and proactively with organisational requirements if needed. Dhiran is seeking opportunities to expand his management portfolio with IT skills whilst being exposed to a wider range of corporate opportunities and career development.
Dhiran Mistry Work Experience Details
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Director Of ItSmg Apr 2024 - PresentLondon, England, Gb -
Senior Information Technology ManagerSmg Dec 2023 - Mar 2024London, England, Gb
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Information Technology Service Delivery ManagerThe Scouts Feb 2019 - Dec 2022Chingford, Gb• Responsible for delivering a reliable, robust, and innovative IT Service to the TSA organisation within the remit and strategic direction of the Senior Leadership Team and the Digital Transformation programme• Managed the organisation’s information security and technology setup including policies, system and functionality upgrades, hardware and software infrastructure, vendors, disaster recovery, and project implementation.• Delivering and maintaining the IS27001 certification• Led a team of circa. 6-8 service desk technology professionals ensuring that the skills and experience of the individuals are developed and meet the needs of the organisation’s overall technological vision and delivery strategy.• Engaged with key stakeholders to assess and address user needs with the context of their business environment to inform the organisation’s overall technological vision and delivery strategy.• Managed/Implemented large scale projects, e.g., Office 0365 migration, new home website being Implemented as well as new incident, service and change request procedures.• Being an advocate for the wider use of technology throughout Scouting to support the realisation of the organisation’s corporate and digital strategies.• Taken accountability for the full range of information systems and telecommunicationsKey Achievements – Delivered migration to 0365, Delivered Azure Devops deployment solution, reduction in service desk tickets by 30%, Re-certifications for IS27001 & PCI-DSS, move from on- -
It Services ManagerMccann London Dec 2017 - Sep 2018Liverpool Street, England, GbResponsible for all aspects of I.T including all infrastructure, service delivery, procurement, and IT projects, 1000 users.• Presented I.T budget and roadmap to senior stake holders.• Managed/Implemented large scale projects, e.g., Office 0365 migration, new building fit out and new service/incident management system.• Implemented incident and service request procedures.• Managed a team of 6.• Managed and maintained a budget of £700k. -
It Technical Support ManagerSouth West London And St George'S Mental Health Nhs Trust Jun 2017 - Nov 2017London, GbManagement for two separate teams; second line support engineers and telecoms engineers a total of nine support staff, supported various sites over seven boroughs throughout south west London. Line managed the Second Line Support team, including recruitment and appraisal, and followed disciplinary procedures when required. Managed the installation, operation and maintenance of all corporate desktop and telephony hardware and software. Responsible for the configuration and control of the Trust’s desktop and telephony hardware and software. Managed the capital estimation of all telecoms and cabling installations. Developed and implemented design efficiencies in the Trust’s voice infrastructure. Managed the Second Line Support workload ensuring an efficient and effective response to IT Service Desk calls. Managed all Trust desktop and telephony hardware and software, ensuring an effective response service to the diagnosis and repair of faults, to ensure the optimal utilisation of computing and telephony in the Trust. Planed, project managed and tested, where appropriate IT installations and decommissioning. This included planning the computing and telephony capability for all major capital schemes (e.g. the redevelopment of the Springfield Hospital site), capital schemes and changes to clinical services. Ensured an advanced understanding of desktop and PBX hardware and software architecture across the Trust in order to provide effective advice to senior management. Advised IT Service Managers on Disaster Recovery, Business Continuity and Risk Management information. Responsible for the effective management of the Trust’s computing and telephony resource (estimated value to be in excess of £2M), ensuring value-for-money. This included ensuring that equipment is fit-for-purpose, managing an effective computer replacement programme, and ensuring in kept up-to-date and repaired promptly. -
Service Delivery ManagerImagination May 2014 - Jun 2017London, GbLed the IS Support desk discipline, provide IT support to the business, and adhere to agreed SLA’s. Operating at a Local, Regional and Global level across all teams and functions to assist in the delivery of work by removing barriers and enhancing the technology used to improve services. Working across the business to understand needs, led the IS concierge team and created mechanisms for progressive change and service fulfillment.* Defined appropriate SLA’s that are fit for purpose and ensure value for money for the Service Discipline.* Managed a team of support personnel, performed appraisals and set objectives including SMART measures, regularly monitor performance and behaviour.* Responsible and accountable for the performance of the discipline, ensured the delivery of the following are fit for purpose (the list is not exhaustive):* Helpdesk, moves & changes, support & Installations* Laptops, mobile technology & hardware, Mobiles, tablets* Mobile handset & device support* Stock & asset management and the starter & leavers process* Creative suite, digital products & process assistance* VIP & Guest support, Mobile Workforce support* Ensured assets managed by the deparment are recorded, tracked and up to date.* Incorporated process changes resulting from improvement projects and the introduction of new services - led to process ownership, rigor and reporting* Mentored members of the team, support staff globally, and encouraged success* Produced reports for the IT management team, and Global Head of IT covering team performance, technology/issue trends globally and supplier performance* Undertook project management activities on projects, this included producing the required documentation, management of the risks and budget, etc as specified in the operating model* Adheres to relevant Imagination and ISO processes -
Service Team ManagerBarts Health Nhs Trust Mar 2015 - May 2015London, Gb• Managed a call centre of technical staff which operates 24 hours each day, 7 days a week.• Managed a high call volume (800 calls a day) and ensured short call waiting times and accurate ticket creation.• Provided routine management reports to the Deputy Director of Informatics – (ICT). • Dealt with customer complaints within set time frames and agreed SLA’s. • Ensured user accounts are created and that the requester’s identity is validated. • Accurately predicted the cost of running the service and remain within agreed budgets and • income targets. • Responsible for scheduling work and supporting a number of service desk staff. • Escalation point for support activities relating to team resources. • Responsible for reporting project activity and progress to the Head of User Support. • Provided costs for projects, equipment and resources. • Established standards and to make recommendations to the Head of User Support. • Implemented innovations and improvements to support processes. • Provide diagnosis over the telephone, identification and resolution of faults relating to • end user ICT equipment such as computers, printers, telephones and mobile devices. • Reached and exceed the support targets for fault-call closure agreed with departmental • management. • Supported incidents by the close liaison with other ICT staff and third party • contractors. • Ensured that all support incidents are logged in the Service Desk call logging system and • that support incidents and customers are updated daily until resolution/closure. • Took the lead on troubleshooting and resolving complex IT problems. • Took the lead on projects relating to the deployment of multiple computers and/or • printers in the end user environment. • Created, tested and deployed software distribution packages for deployment to multiple computers, adhering to change management -
Is Service Delivery/Team ManagerSouthbank Centre Sep 2014 - Mar 2015London, Gb• Management of a team of four, including mentoring, performance reviews, career goals and project related performance.• Overall management of all incoming incidents, service requests, change requests and problems• Google Application specialist, responsible for maintaining and developing Google tenant• Administration and development of incident management software (Cherwell)• Technical management of all events/shows at the Southbank Centre• Chaired change management meeting• Budget management• Technical point of escalation• Maintain relationships with interfacing business functions and departments• Delivered high level reporting in senior management meetings and business stakeholder service reviews to measure team efficiency, value and identify pain points. -
Service Team ManagerTop Right Group Sep 2013 - Mar 2014London, England, Gb• Providing all related day-to-day management, mentoring, escalations and guidance of seven engineers in London and three engineers in New York.• Conducted bi-weekly meetings and yearly performance reviews for team members.• Spearheaded proactive initiatives in the region to deliver cost saving, enhanced support, identifying improvements to reduce waste within the business.• Delivered high level reporting in senior management meetings and business stakeholder service reviews to measure team efficiency, value and identifying pain points.• Delivered on-going SLA management, to ensure that service requests and incidents are responded to in line with the contracted SLA and escalation parameters.• Ability to liaise and build relationships with key management level stakeholders to identify technology focus areas and technologies role in strategic business decisions.• Formulated structured global business communications using effective communication skills, liaising both verbally, via email and video conferencing.• Maintaining a professional level of understanding of multi-user and network operating systems and the most commonly used office software application packages identified as being supported by technology.• Providing technical assistance and training as and when requested by Line Management to internal and external customers.• Maintaining and building relationships with interfacing business functions and departments.• Going above and beyond what was expected by the business to ensure team was supported at any time and oversaw personally new escalations/developments.• Implementing escalation procedures as appropriate. -
2Nd Line EngineerTop Right Group Aug 2012 - Sep 2013London, England, Gb• Ensured that service requests and incidents were responded to in line with the contracted SLA (Service Level Agreements) and escalation parameters.• Assist supporting applications, processes and integrations as required.• Maintaining a professional level of understanding of multi-user and network operating systems and the most commonly used office software application packages identified as being supported by TRG Technology.• Providing an effective, professional response and solution(s) to reported problems, including the proficient diagnosis and repair of complex network and multi-user computer system faults.• Provide technical assistance and training as and when requested, by Line Management to internal and external customers. • Understanding and adhering to all aspects of company procedures and protocol.• Carrying out desk-side support on all TRG sites or other customer locations as and when required. • To carry out patching/system updates and tape management as appropriate. • Ensured that all requests and work undertaken was logged and maintained effectively throughout the lifecycle of the incident.
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Senior Associate It L2Sapient Aug 2011 - Aug 2012Boston, Ma, Us• Supporting 1000 users with 50/50 split of operating systems (Mac/PC) daily duties include resolving all IT queries from password resets to server installation and maintenance. • Used/Supported/Maintained all aspects of typical business software including MS Office (Mac & PC), MS Sharepoint, Apple Snow leopard and Lion, Windows XP and Windows 7. • Mentored team other team members, which included weekly one-on-one meetings, talking around current work tasks/issues, career progression and from time to time personal matters. • Being the senior member of the team I was often given with the more complex and technical issues to deal with.• Attended weekly datacentre visits to ensure servers were maintained, this included server patching and hardware upgrades, I also was responsible for ensuring backup tapes where changed and tape records were up to date. I was responsible for configuring racking and bringing live any new servers.• Liaised with different IT teams across the cotenant to ensure projects/issues dear resolved/completed on time.• Supported Cisco IP phone system and VC technologies -
It Support Desk SupervisorManaged Networks May 2010 - Apr 2011London, GbTaking ownership of problems, prioritising incidents using the triage method and the current service desk procedures. Problem incidents were dealt with by the SDS, these incidents were worked on by senior engineers and sometimes escalated to 3rd parties i.e. Microsoft. The SDS kept clients informed on the status of the incident, a full incident report was completed once the incident was resolved. Technical escalation point for the team. Majority of clients supported used MS server 2003-2008, SBS 2003-2008 and Exchange 2007, 2010. Clients O/S; XP, Windows 7 and Mac OSX. Most of the incidents raised where related to the software's mentioned above. I was the technical escalation for my team.Supported a wide variety of Networking solutions including Cisco firewalls, VPN's, Sonicwall firewalls/routers, this support included new setups and troubleshooting incidents.Managed Networks provided a 'cloud' IT solution called Desktop Live, this was Citrix farm with published applications and a SAN, my role was to ensure this service was always available. I was responsible for all support for this service, including patching and updates.Supporting a wide range of over eighty clients including leading independent financial institutions and law firms, dealing with day to day problems of clientsManaging and support a team of six engineers, dealing with all priority tickets, acting as a 2nd/3rd point of escalation.Compiling weekly/monthly/quarterly reports and metrics, analysing metrics to define trends and patterns. These reports were complied using the service desk system SQL database that fed into MS Excel using pivot tables. Adhering to strict SLA's and KPI's which where also met and highlighted in a weekly report. Carrying out performance reviews and annual appraisals.Weekly one-one catch-up meetings with each team member.Personally deal with any client queries or complaints.Working to strict ITIL protocols and procedures -
It Support Desk ManagerAkqa Aug 2007 - Sep 2010San Francisco, Ca, UsManaging the everyday running of the helpdesk, including documenting and enforcing all processes and procedures, actively managing IT projects and dealing with any issues that arise with relevant projects.This was a very hand-on technical role; I often dealt with more technical incidents myself.Supported VMware, Hyper-V and MS Server 2008, also used OSX server and Checkpoint firewalls. Site-to-Site VPN and RDP was also implemented and supported, this included two-factor authentication using a FOB.Managing the relationship with senior management and stakeholders and ensure that all parties are communicating effectively and have a good working relationship. I understand all stakeholder expectations placed on my team and me.Carrying out annual performance reviews on team members and carry out one-to-one meetings to ensure all work related issues are dealt with in the correct manner.Reporting was carried out on a weekly basis using crystal reports. Reports consisted of; time to resolve incident, individual engineer stats, total incidents open, total incidents closed, reopened tickets, P1 tickets and problem tickets. Reports were also used to spot trends these reports were presented to the IT manager. -
It TechnicianAkqa Feb 2005 - Sep 2010San Francisco, Ca, UsSupported over 2000 staff across the EU and the America's, Cross platform O/S (Mac and PC). Supported all aspects of typical business software i.e. MS Office to more bespoke in-house software e.g. MAS500, Stornix. Used cloning software to build new IT equipment (Clonzilla, SMS, Ghost) Carrying out Daily Checklists, ensuring all backup jobs ran and verified (Backupexec & Netbackup).Ensuring high availability of AV equipment in meeting rooms, and moves/installs/disposal of equipment. Maintaining a database of all company software using SMS and Centennial software. Repairing/replacing Dell hardware, ordering new IT equipment, custom building each PC for users and managing the Mitel IP Phone system. Involved in the companies DR solutions, liaised with 3rd party suppliers and agencies. Configured and managed firewalls, wireless access points, Ghost servers and RIS servers. Used Active Directory to create, disable users, configured printers using DHCP reservations.
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Technical SupervisorKodak Dental Systems Jul 2004 - Feb 2005Supported all Dental Practices throughout the UK with the Kodak system.General fault finding with Windows 95, Windows 98, NT, Win 2000 and XP, also supported dial-up modems and MS Office. Supported the Dental system to a high technical level, remotely fixed problems, dealt with a wide variety of Network problems, and escalated calls to third parties.
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Helpdesk AnalystComputer Center Apr 2004 - May 2004S. Domingos De Rana, PtSupported over 3000 users internationally, using Vantive and VIAtil call logging system also used Hi-path telephony system. Supported applications such as MS Office, Windows 95, 98 NT, XP, Lotus Notes V5 &6, AS400 and Novell Client, supported remote users who used RSA secure ID fobs and fifteen bespoke in-house software applications. -
System EngineerLewisham Hospital Jan 2001 - Jan 2002
Dhiran Mistry Skills
Active Directory
Windows Server
Microsoft Exchange
Windows 7
Networking
Os X
Itil
Project Management
Windows
Web Development
Blackberry Enterprise Server
Management
Sharepoint
Team Leadership
User Experience
Iphone
Backup Exec
San
Adobe Creative Suite
Cisco Technologies
Network Administration
Css
Agile Methodologies
Microsoft Sql Server
Information Architecture
Xml
Citrix Metaframe
Netbackup
Prince2
Blackberry
Cisco Call Manager
Mitel 3300
Final Cut Pro
Problem Solving
Mac Os X
Microsoft Servers
Besr
Sharepoint Designer
Cloud Applications
Apple
Apple Remote Desktop
Apple Safari
Apple Servers
Casper
Cherwell Incident
Servicenow
Citrix Xenapp
Itil Certified
Google Apps
Office 365
Dhiran Mistry Education Details
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Middlesex UniversityComputer Science; Mathematics; Information Technology; Gnvq Advanced Science -
Erith SchoolAnd Science
Frequently Asked Questions about Dhiran Mistry
What company does Dhiran Mistry work for?
Dhiran Mistry works for Smg
What is Dhiran Mistry's role at the current company?
Dhiran Mistry's current role is Director of IT.
What is Dhiran Mistry's email address?
Dhiran Mistry's email address is dh****@****ion.com
What is Dhiran Mistry's direct phone number?
Dhiran Mistry's direct phone number is +612857*****
What schools did Dhiran Mistry attend?
Dhiran Mistry attended Middlesex University, Erith School.
What skills is Dhiran Mistry known for?
Dhiran Mistry has skills like Active Directory, Windows Server, Microsoft Exchange, Windows 7, Networking, Os X, Itil, Project Management, Windows, Web Development, Blackberry Enterprise Server, Management.
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