Manoj Dagar Email & Phone Number

Wellington, Wellington Region, New Zealand

Digital Operations Manager• Develop robust and scalable digital solutions to ensure long-term sustainability and adaptability to evolving business needs.• Implement resilient digital strategies prioritizing sustainability and operational efficiency.• Foster an effective IT environment by integrating the latest technologies and best practices, ensuring optimal and secure system performance.• Manage a large team of consultants and specialists providing operational support, including Tier 1 service desk and Tier 2 desktop support.• Oversee a shared services operations model consolidating various all-of-government functions in Wellington and Christchurch.• Lead IT projects from planning and design to deployment and evaluation, ensuring timely and budget-compliant delivery.• Cultivate a high-performance culture to enhance technical expertise and capabilities within the team.• Coach and guide the team in developing innovative digital solutions and delivering end-to-end leadership with a growth mindset.• Promote a collaborative work environment and effectively communicate knowledge and ideas.• Align IT infrastructure and operations with the organization’s strategic goals and objectives.• Implement continuous improvements to systems, technology, processes, and procedures.• Maintain relationships with technology service partners to ensure efficient operations.• Negotiate disruptions and major service amendments to ensure SLAs are met.• Establish and maintain business continuity and disaster recovery policies and plans.• Identify service improvement opportunities, develop continuous improvement plans, and implement enhancements in digital operations to improve efficiency and user satisfaction.• Steer ongoing organizational digital transformation initiatives, developing strategy, planning, and engaging service partners and technical teams to deliver successful outcomes.

Wellington Region, New Zealand

Team Leadership and IT Operations Management• Led and coached a team of 19 analysts to support daily IT operations for national customer.• Managed a team of 55 technical analysts overseeing IT operations for Tasmania customer in Melbourne.• Developed innovative solutions and strategies for optimization and automation, significantly improving customer service efficiency.• Provided strategic guidance and created business roadmaps, fostering a culture of high performance and productivity.• Led digital initiatives, developed workflows, and streamlined business processes.• Developed and implemented standards and guidelines, creating a dynamic knowledge base in collaboration with the wider business.• Provided direction and established effective tactical plans to achieve complex SLAs.• Monitored and reported performance metrics, ensuring compliance with complex SLAs (Primary 95% SLAs and secondary 99% SLAs) and financial targets.• Analyzed trends and volumes, implementing proactive measures and utilizing knowledge processes efficiently.• Managed incident, problem, and escalation processes.• Identified root causes, providing innovative solutions to minimize impact.• Motivated the team to focus on targeted areas for success and cost savings.• Coached and upskilled the team in developing IT solutions.• Delivered comprehensive leadership with a focus on growth and development.• Identified service improvement plans, promoting collaboration and continuous improvement.• People management, including recruitment, training, mentoring, and performance evaluation.Key Delivery Processes Supported:• Service Desk and desktop operations• Incident Management• Problem Management• Asset and Configuration Management• Capacity Management• Service Level Management• Financial Management

Level 1, 93 Boulcott Street, Po Box 11786, Wellington 6011

Desktop Operations Manager• Overseeing and managing daily desktop operational activities for several clients.• Managing resources effectively for BAU and projects to meet tight deadlines.• Ensuring appropriate strategies and policies are implemented to meet agreed SLO.• Assigning and scheduling day-to-day workload of 10 direct reports.• Providing level 2/3 support in the modern desktop environment.• Acting as an escalation point, prioritizing tasks, ensuring escalation process is followed.• Demonstrating sound leadership aimed at lifting team performance.• Effectively utilizing highly automated tools and knowledge base systems.• Monitoring and managing the quality of service using the latest modern ITSM tools.• Providing technical support for the corporate desktop environment including Windows 7-10, Microsoft Server 2016/19, AD, GPM, Exchange, Citrix, RDM, SCCM, G-Suite, O365, Azure AD, Intune, MDM, Teams, SharePoint, ATP, backup, antivirus, and cloud solutions.• IP phone (3cx, 2talk, cloud factory), print management (Print-ix, Papercut), and network support (LAN, wireless, and firewall).• Focusing on team development; providing technical and non-technical training.• Providing tactical guidance to the team; planning, developing, and reporting on team performance.• Managing and improving technical documents, processes & procedures, policies, standards and maintaining continuous improvement in service level management.• Enhancing Desktop services through continuous service improvement.• Evolving and maintaining knowledge and technical capability across diverse and dynamic hardware and technologies.• Successfully establishing and maintaining relationships with clients, vendors, and stakeholders.

Wellington & Wairarapa, New Zealand

Managing and Leading a ICT Team of five to provide:service desk, Desktop Support. Which involves remote and on-site support and networking services. Provide support over the phone,remote and locally. MS operating systems , Macs, mobile device support, MS Office products, SCCM, SOE, AD and GPO, IT hardware/software and networking, performing patch work on the switch cabinets and also troubleshooting networking functions. Experienced in leading a team of IT support engineers in technical support, service desk support, multiple projects and customer service, with a proven track record to sustain and develop cultures of high performance in improving customer satisfaction using ITIL framework.Strong Analytical and Problem Solving Abilities in the following areas• Excellent management skills -co -ordination, action planning and implementation• Strong knowledge of Active directory (AD), Exchange admin & group policy management• System Administration and configuration office 365 • Install, Configure and troubleshoot Microsoft OS, Win 7 to Win 10 and Macs• Install & Configure Microsoft Office 2007 & 2010• Extensive experience in deploying desktop/laptop operating systems using bare-bone and SCCM• Microsoft windows and Exchange server 2008 & 2012 R2• Advanced knowledge and experience of hardware in Major vendor PC product (IBM, HP, Acer, Dell, Samsung) - laptop, desktop, thin client, workstation, phablet & printers• Hand on networking experience - TCP/IP, Switch, router, server, DHCP, DNS.• Knowledge of Citrix environment, SOE and SharePoint • Proactively problem-solving skills, Incidence report & Analytical skills• Maintain all IT equipment within ITIL principles• Mobile device support – Android, IOS and phablets

Wellington, New Zealand

•Installing, configuring, and administering Windows XP Professional / Windows 7 Enterprise• Perform system diagnostics and troubleshooting using triads of HP Service Tools.• Perform hardware repairs adhering to HP, Toshiba, Sony, Samsung and Dell service standards.• Installation, configuration of printers and other peripherals• Perform data recovery and data protection.• Keep up-to date with repair procedures for all range of HP products.• Installing POS (point of sale) and lexmark printer, IBM workstation, wireless network, Switch, routers and servers.• Assist visual group with internal IT projects, as and when required.• Deliver expert IT service to customers, both onsite and over the phone and ensuring all repairs meet customer expectations and SLA’s.• Keep up to date with new HP trainings, standards and certifications.

Master Of Information Management, Specialization In Digital Transformation And Leadership

I am pursuing a Master of Information Management with a specialization in Digital Transformation and Leadership from Victoria University..

Graduate Diploma In Computing - Level 7, Networking

Bachelor'S Degree, Computer And Information Science, First Division

Activities and Societies: Organized Sports Festival and Grand Festival