Ellesh Miyangar Email & Phone Number

Wakefield, GB

Leeds, England, United Kingdom

In my role as a Head of Support / Service Operations, I consistently identify areas for efficiency improvement, owning customer escalations and ensuring seamless resolutions. Collaborating closely with the COO Global and VP of Customer Success and other departmental Heads, I refine internal processes to enhance the overall customer experience.I manage.

Leeds, United Kingdom

Senior Management for Samsung Business Technical Division / Samsung Mobility, and I.T- Working closely with the Business team Senior Operation Managers, Directors and key stakeholders in Samsung.- As a Samsung in direct, under go exclusive HR and Manager duties for Samsung Business Center.- Work towards ITIL guidelines and metrics and targets that.

• Service Desk Management / Operations for the application and Service Desk Team which include 1st Line and 2nd Line nationally and Globally. Also work with the ITIL best practices. Introduce changes and service.
• Undertaking HR activities as needed
• Acting as an escalation point where difficult or controversial calls are received
• Producing statistics and management reports to Business Directors and Other departments tal Managers
• Representing the Service Desk at meetings
• Arranging staff training and awareness sessions

Leeds, United Kingdom

• Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc.
• Undertaking HR activities as needed
• Acting as an escalation point where difficult or controversial calls are received
• Producing statistics and management reports
• Representing the Service Desk at meetings
• Arranging staff training and awareness sessions

• Incident, Problem, Project and Escalation Management.
• Regular Liaison with management to discuss Service changes and new projects.
• Management of Nimsoft Alerts system with compliance to SLAs.
• Compilation of regular reports to various parties ranging from clients to management.
• Service Desk Leadership and management skills.
• Daily management of 5 core staff members with occasional additional 10.

• Provide 1st and 2nd line support, offering problem resolution to clients via phone and email to over 190 contracts in Europe, America and East Asia.
• Logging software calls with Peregrine Service Center and logging hardware faults with Service Alliance.
• Troubleshooting Blackberry Phones and Blackberry Servers (Bes Enterprise)
• Resolving client requests via Exchange and Server problems.
• Monitoring Backup Servers on a daily Basis.
• Troubleshoot problems relating to hardware, software and network issues

• Undertake Helpdesk Duties. Visit Clients throughout the UK
• Use of analytical skills to determine when to escalation is required.
• Fleet Management for Pool Cars
• Project Management of Vodafone Contracts and compiling monthly reports for company directors.
• Telephone patching, including knowledge of Swyx and Avaya Servers.
• Troubleshooting and repairing PDA and HTC Devices.

• Liaise between end users and specialist technical departments to accurately and efficiently investigate and resolve IT issues for NHS hospitals, institutions, general practitioners and primary care trusts.
• Providing first and second line support service desk support for NHS 24 and NHS Flu line.
• Providing second line support and incident management on night shift to BT health – London.
• Working 48hr week Continental shift with alternating 12hr day and night.
• Target driven to NHS first time resolution targets and KPIs. Strict adherence to ITIL procedures and guidelines.

Bachelor Of Applied Science (Bsc) Hons, Multimedia Technology

Activities and Societies: Degree BSc Honors Multimedia Technology 2:1 Multimedia Technology BSc (hons) was my degree, able to enhance IT.

Gnvq, Information Technology

Activities and Societies: GNVQ - Information Technology Advanced (Distinction) GNVQ - Application Number (merit)

Gnvq, Business Studies

Activities and Societies: GNVQ - Information Technology Advanced (merit) GNVQ - Business Studies (merit) GNVQ - Application Number (merit).