Ketan Masiyava Itil Email and Phone Number
Toronto, ON, CA
Ketan Masiyava Itil's Location
Toronto, Ontario, Canada, Canada
Ketan Masiyava Itil's Contact Details
Ketan Masiyava Itil work email
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Ketan Masiyava Itil personal email
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About Ketan Masiyava Itil
Welcome to the realm of Ketan Masiyava, a distinguished IT professional with over 20 years of International experience, I excel at managing service operations (including Service Desk, Deskside Support, multi vendor service/repair center setup, management), leading large scale IT projects, people, and processes in a dynamic business environment. With a sharp business acumen, strong leadership skills, I have led numerous successful initiatives spanning across various industries ranging from technology distribution (Ingram Micro), technology retail (Future Shop), BFSI (Scotiabank, BMO, Raymond James, Manulife, Crawford & Co ), Energy (Exxon, Suncor) to Manufacturing (Mother Parkers Tea & Coffee).My track record includes setting up and managing vendor repair/service centers network for multiple vendors (like HP, IBM, EPSON, Mobile repairs for Sony, Siemens, Motorola, Panasonic), converting cost-centers to Profit Centers (P&L), and reorganizing existing IT departments to support strategic goals. I have also established incident, problem, and change management practices based on ITIL V3, and have extensive functional expertise in technology, systems, business processes, and information management.My strengths lie in leading large-scale projects, creating and implementing policies and procedures for efficient business use of IT, matching technology solutions with business visions, and building relationships with key business partners to develop a strategic roadmap. I am a change leader, innovation champion, analytical thinker, and problem solver with a customer-first focus.As an Electronics Engineer and ITIL V3 Foundation certified professional, I possess hands-on technical expertise in troubleshooting and break-fixing laptops, desktops, VDI, printers, mobile devices, ABM/ATM, POS, Windows 7/10 projects, Asset Management, and complex enterprise application supportArea of Expertise : > Major/Critical Incident Management > Root Cause Analysis> Service Operations Management > Project Management > Operations Management> SLA Management > Client Relationship Management > People Leading> Quality Assurance > Continual Service Improvement> Leadership & Initiative > Conflict resolution & negotiation > ITIL/ITSM Methodologies> Problem solving > Flexibility & adaptability> Windows 7,10 > Office 365/M365 Admin > Active Directory, Azure AD> MDM (MobileIron, Intune) > Asset Management, Incident Management using ServiceNowIf you're seeking an IT leader with a proven track record of driving results and building high-performing teams, let's connect.
Ketan Masiyava Itil's Current Company Details
Liuna Local 183
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Manager IT Service Desk (End User Support)
Toronto, ON, CA
- Website:
- local183.ca
- Employees:
- 382
Ketan Masiyava Itil Work Experience Details
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Manager It Service Desk (End User Support)Liuna Local 183Toronto, On, Ca
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Information Technology Service ManagerLiuna Local 183 Apr 2023 - PresentToronto, Ontario, CaLiUNA Local 183 is the largest LiUNA local union. Local 183 represents more than 70,000 workers in an area stretching from Kitchener to Kingston and north through Muskoka.
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Service Desk ManagerMother Parkers Tea & Coffee Jun 2022 - Mar 2023Mississauga, Ontario, CaStrategic leadership: set up the "IT Genius Bar" and restructured the Service Desk by leveraging my knowledge of different technologies, processes, and business operations, I've been able to make decisions that align with the goals of the organization. Mentor Coach : Effectively led, inspired, and mentored a global support team of 4 IT Support analysts (US and Canada). Through effective management and motivation, I've been able to foster a high-performing team.Project and Vendor management: Managed multiple projects - like Microsoft Teams Room setup for 10+ new meeting rooms, revamping hardware Refresh project for 500+ users ; managed IT procurements, and CSI initiatives like - improving Onbaording/Offboarding processes. Through my relationship management skills setup and flourished vendor relattions for successful business outcomes while reducing cost of IT procurement.Relationship building: I've built and nurtured relationships with internal and external stakeholders, which has led to increased customer satisfaction. My strong relationship-building skills are critical in managing stakeholder expectations and driving business success.Change management: I've been able to manage change effectively by expediting incident resolutions and influencing change processes following ITIL/ITSM methods. By chairing cross-functional team meetings and contributing to CAB and TAB meetings, I've been able to ensure that new processes and technologies are implemented smoothly.Cost savings: I've identified opportunities to reduce expenses while maintaining quality by revamping the laptop deployment project, hardware recycling program, and saving the organization $45,000 in IT spending. My strong focus on cost management has enabled me to deliver results that benefit the organization. -
Service Desk Team Lead (Us Remote)Crawford & Company May 2021 - Jun 2022Peachtree Corners, Georgia, UsLed, mentored, and supervised distributed team (Philippines, US) of 11 Service Desk analysts supporting user across US, ensuring all processes and policies were followed according to performance management metrics (SLAs/KPIs).Accomplished : Saved two team meembers from being "terminated" by proiding required coaching , mentoringTeam leadership: Led, mentored, and supervised a remote team of 11 analysts supporting 7000+ users across the US, indicating your ability to effectively manage and motivate a team.Communication: Acted as the point of escalation and interacted directly with senior/executive staff, indicating strong communication skills to work with diverse stakeholders.Process improvement: Owned incident, request, change, and escalation processes, followed ITIL standards, enriched KB database, and various Service Desk process/policy improvements while working with global counterparts to improve strong support brand. This indicates that you have a strong ability to identify and implement process improvements that improve service quality and customer satisfaction.Performance management: Generated various performance reports and tuned team performance, initiated/modified self-service catalogue items, overhauled call and ticket handling processes. This demonstrates your ability to manage team performance and improve operational efficiency.Stakeholder management: Liaised with stakeholders to align IT Service targets with business requirements. This suggests that you have strong stakeholder management skills and the ability to understand the needs of the business and translate them into IT Service targets. -
Senior Service Desk AnalystRaymond James Ltd. Jul 2019 - May 2021Toronto, On, CaOversaw incident and service requests for over 1600 users, including executives with teams distributed across Canada.Tools and Technologies: Windows 10, SCCM (imaging), Exchange Admin (hybrid), Active Directory, MobileIron (MDM), ServiceNow, Cisco CUCM, Skype, Zoom, AV support, applications - Thomson One/Eikon, Broadridge Dataphile, MS Dynamics 365 CRM, Cisco Jabber/VOIP, Turret phones for traders. -
Deskside Support Team Lead (Premier Support)- Legal & Compliance GroupBmo Financial Group Aug 2014 - Jun 2019Toronto, On, CaLed, coach and monitored desk side support team (4 analysts), providing remote and onsite troubleshooting for over 700 user of Legal & Compliance group across US - Canada and directly handled "white glove" support to Executives. Improving policies and procedures relating to identification, prioritization and resolution of Incidents/support requests and projects. Monitoring, and tracking team performance including 1:1 and providing coaching and training to team. Implementing ITIL best practices for Incident, Problem management and responsible for Knowledge Base (KB) Management• Provided subject matter expertise and consultation for various technology issues/projects for business users. Made recommendations regarding purchase of new technologies, imaging, and asset management• Partnered with internal-external groups for Incidents/Problem management activities as well as implementation of continual service initiatives for LOB, while using various ITIL based ticketing (Remedy, Service Now and Clearvision) for Incident management activities against SLAs, Comply with change management processes, regularly attending Incident & Problem team meetings• Responsible for day-to-day support for multi-location business users (including executives) for Blackberry/BYOD-IPhone/IPad, Skype for Business, Office 2010/365/Outlook, MDM (BES10/12, Airwatch), Conferencing (Audio Visual) devices, and Active Directory admin functions. Performing root cause analysis on high impact technical issues affecting LOB users. Supported business critical financial applications and tools for legal, fraud investigation, Capital Market, Trading, Wealth Management and various data analytics toolsProjects : • Acted as Technical lead/coordinator for multiple small to large enterprise projects: IMACD/move of 200+ users; Independently completed Virtual Machine Implementation project for LOB; Self-driven Windows 7, 10 migration using SCCM; multiple application UAT/role out initiatives -
Team Lead - Windows 7, Office Migration ProjectScotiabank Feb 2014 - Jun 2014Toronto, Ontario, CaMonitored performance and availability of hardware, services, and applications to ensure that the development environment does not impact the project schedule. Participated in testing, evaluation, and implementation of related software products (including new products, software packages, operating systems, and facilities) in order to ensure the software used in the project is compatible from end-to-end Assisted in the analysis and resolution for customer/project issues and inquiries and medium-to-complex problems and outages to supported development/QA environments and provides troubleshooting on hardware/software/network problems, to ensure that the project schedule is not impactedAs lead of the onsite conversion team to new Domains. Troubleshoot application/printer/network related issues . Interface with users to resolve issues, problems including but not limited to-applications are assigned to users via ESSPS,SCCM and ADRegularly attended Incident/Problem Resolution meetings with SMEs’, third party vendors (IBM, TELUS, Rogers, and other software vendors, end-users) to discuss issues and remediation strategies. Actively worked with QA/UAT and vendors for software testing, installation/troubleshooting related issues, appointments, follow-ups, issue/problem logging and tracking and measuring results. Organized end-user trainings for Windows 7, Outlook/LYNC 2010, and Office 2010.Ensure project deadlines are met, all outstanding issues are documented, escalated and resolved in a timely manner Effectively provide in depth analysis and attention to incidents and create detailed reports and resolutions Ensure all solutions/fixes are documented and kept up-to-date in knowledgebase -
Team Lead -Windows 7, Office Migration And User SupportSuncor Aug 2013 - Feb 2014Calgary, Alberta, Ca• Brought on board to lead a large-scale Windows 7 Deployment and Deskside Support (4000+) project for Suncor, GTA. Stepped in to harness an in-depth understanding of Windows 7 deployments and critical problems. Tightened gaps between project execution team, end users, and PMO; by collaborating with Project/Program Managers and other PMO team – including project initiatives, facilitating progress/status meetings, and root cause analysis of deployment issues, suggesting solutions to various issues.• Led/coached/monitored team of 5 technicians (multiple suppliers) responsible for day-to day support tasks (pre and post migration) – including testing various hardware/software, desk-side support, user training. Regularly chaired progress/status meetings for issue log/resolution and remediation strategies, risk identifying and mitigation plans, identify and refine weaknesses in process and iterative tasks. .• Liaised with multiple vendors (incl. HP, TELUS, Business Advisors, UAT/QAs, technical support team) to discuss issues and remediation plans, application testing, and technical escalations. Scheduled appointments and follow-up on the progress and make sure the process does not stall. Responsible for SLA management - tracked, measured and reported results in a timely manner for management reviews. Identified any open issues and maintain clear overview of the multiple processes. -
Team Lead -Windows 7, Office 2010 Migration & Senior Desk Side Support AnalystIbm Apr 2012 - Jul 2013Armonk, New York, Ny, UsTeam Lead-Windows 7,Office 2010 deployment, Desk side Support; Client : MANULIFE FINANCIAL (2013-2013)• Led team of upto 7 technicians implementing Windows 7 migration project (using SCCM, USMT) and post migration desk-side/remote support (RDC, Dameware) at Manulife Financial locations in Waterloo. • Manage & coordinate escalations, resource assignments for all initiatives and support across various locations, in conjunction with PM/PMO. Status tracking, reporting and communication of project initiatives throughout the teams to promote visibility and value, ensure a continuous flow of informationABM/ATM Upgrade, POS Maintenance : (2012-2012)Clients: ScotiaBank, BMO, Husky, FORTINOS • On-site service and installation of Point of Sale, High Volume, networking, banking, and other equipment. Responsible for identifying new services opportunities, and advice customers of preventive maintenance, configuration, operational, and environmental factors which may impact product performance. -
Senior Technical Support SpecialistPeopletogo Apr 2011 - Mar 2012Whitby, Ontario, CaLed/Implemented multiple large scale projects – Deployment/rollouts, Win 7 migration, Technical Support at Dundee Wealth, ExxonMobil, Ford (GTA), and Salesforce• Implemented printer configuration/migration project, Dell deployment(imaging, deployment, post-deployment support) project of 1000+ laptops/desktops using DAD tool at various sites of Exxon Mobil, Toronto• Successfully executed Dell Windows 7 Deployment project of workstations and peripherals at Ford Dealership locations in Toronto • Coordinated and successfully completed deployment project of 350+ laptops and Mac books at Salesforce, Toronto -
Senior Technical Support SpecialistFuture Shop Sep 2007 - Oct 2010Burnaby, British Columbia, Ca• Resolved clients’ problem pertaining to PC, Laptop H/W, S/W and network over the phone & counter, ensuring maximum customer satisfaction by achieving delivery & quality norm. • With my knowledge and transferable skills,helped Manager in managing the performance of associates to ensure efficiency in business operations and meeting of revenue targets (BOC ranking-Best Of Canada), used Clarify based CRM and POS for billing. -
Regional Service ManagerIngram Micro Aug 1995 - Jun 2007Irvine, Ca, UsAs a Service Manager wearing three hats at the same time (1) Successfully managed warranty/RMA support for 200+ manufacturer products for 400+ resellers/retailers/VARs (2) Exceeded complex SLA/OLAs for multiple Authorized Repair Centers (HP, IBM, Samsung, Lenovo, Epson, Siemens/Motorola/Panasonic Mobiles and many more) while managing state-wide Repair Center Network of 25+; leading/coaching/mentoring team of Technicians and CSRs (50+ incl. service network) with P&L responsibility (3) Always overachieved Services Sales targets (200% Gross Profit margin) throughout region.* Ensured all SLAs exceed contractual delivery expectations while managing a efficient and cost effective delivery team driving ITIL Best Practises and continued service improvement. Focus on day to day opportunities in driving growth* Built,led,coach,monitored customer-focused teams; instilling a shared, enthusiastic commitment to customer service as a key driver of company goal attainment.* Analyzed reports and metrics and suggested changes to improve many inefficiencies. Have been Single Point of Contact for all ASCs, Retailer/Resellers, vendors, internal teams to support all aspects of the service business by developing and maintaining lasting business relationship. * Supported in the development and implementation of National policies, procedures and initiatives ensuring compliance. Implemented direction and vision of management, taking decisions enhancing position of IM.* Worked out Continuous Service Improvement plans, processes, while owning the execution and ensure that roles and responsibilities are clearly assigned and executed. * Provided excellent relationship management, negotiation and communication skills with all internal and external customers within territory. Delivered customer-focused, cost effective solutions relating to hardware, software, credit, training and parts issues.
Ketan Masiyava Itil Skills
Management
It Service Management
Service Delivery
Service Management
Team Leadership
Team Management
Vendor Management
Account Management
Itil
Troubleshooting
Hardware
Crm
Windows 7
Information Technology
System Deployment
Software Installation
Operating Systems
Sccm
Help Desk Support
Customer Satisfaction
Databases
Ms Office 2010
Laptops
Sales
Servers
Customer Service
Customer Retention
Channel Partners
Product Management
Strategic Planning
Lotus Notes
Printers
Channel Sales
Product Support
Pos
Desktop Deployment
Analytical Reasoning
Critical Thinking
Technical Support
Computer Hardware
Hp Products
Customer Relationship Management
Computer Hardware Troubleshooting
Multi Cultural Team Leadership
Microsoft Office
Active Directory
Ketan Masiyava Itil Education Details
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Gujarat State Technical Examination BoardElectronics And Telecommunication Engineering
Frequently Asked Questions about Ketan Masiyava Itil
What company does Ketan Masiyava Itil work for?
Ketan Masiyava Itil works for Liuna Local 183
What is Ketan Masiyava Itil's role at the current company?
Ketan Masiyava Itil's current role is Manager IT Service Desk (End User Support).
What is Ketan Masiyava Itil's email address?
Ketan Masiyava Itil's email address is kr****@****ail.com
What schools did Ketan Masiyava Itil attend?
Ketan Masiyava Itil attended Gujarat State Technical Examination Board.
What skills is Ketan Masiyava Itil known for?
Ketan Masiyava Itil has skills like Management, It Service Management, Service Delivery, Service Management, Team Leadership, Team Management, Vendor Management, Account Management, Itil, Troubleshooting, Hardware, Crm.
Who are Ketan Masiyava Itil's colleagues?
Ketan Masiyava Itil's colleagues are Camila Zalazar, Alan Kriticos, Paula N Carlos Moreira, Jon Murney, Austin Shaw, Peter Roy, Kyle Greene.
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