Nirav Patel Email & Phone Number

Melbourne, Victoria, Australia

• Lead the advanced technical teams, empowering them to support sophisticated cloud integrated applications.• Oversee the day-to-day operations to ensure efficiency, performance, quality, financial objectives and velocity. Ensure all incidents are responded, communicated and resolved within • Triage and address gaps within recurring issues, customer challenges and complaints as well as automate manual activities, resulting in tangible improvements. • Review expectations with senior management to gain clear vision of the team objectives and purpose, thereby aligning to the larger business strategy and goal.• Organise and conduct ongoing 1:1s meeting fortnightly with each member to review their performance, career development opportunities and provide constructive feedback for continuous improvement.• Identify and document key knowledge gaps to upskill the team for increasing productivity and exceeding KPIs including training, coaching and development and ensure high quality of work and services.• Build and strengthen relationships with clients and stakeholders to know their needs, thereby helping them to drive value-added experiences and satisfactory service delivery.• Compile and present managed service reports to relevant stockholders and clients.• Streamlining and optimising the incident, problem and change management through ITIL service management and IT service delivery processes to eliminate redundancies.• Prioritise problems, changes and backlog based on the impact, severity and to manage stakeholder and client expectations through continuous improvement initiative.• Resource planning including recruiting, onboarding, building and optimising roster, forecasting and off-boarding.• Lead and manage cross-functional projects within planned timelines and budgets that involved numerous stakeholders and complete many tasks simultaneously.• In-depth analysis of client applications, future proof upgrades, certifications and version control.

Melbourne, Victoria, Australia

Duties: • Act as a trusted technical advisor to the wider team and work collaboratively with the business, addressing ambiguity and ensuring active communication with management on all major issues.• Advise management on recurring support issues, program bugs and development milestones for the EDM product.• Provide recommendations to deliver EDM program stability while pushing solutions through innovations teams which will address support issues.• Collaborate with cross pillar/department leadership to deliver superior product and infrastructure outcomes for the current and future business direction.• Lead and influence wider teams, across multiple levels and functions to collaborate strategically and improve processes between Support, Certification, and Innovations teams.• Lead short-term pilots and cross-functional projects, structure and execute analyses needed to develop recommendations, certify solutions, and deliver documentation to assist support and installation teams in the deployment of the application.• Support technical teams maintaining a pace in the execution of processes, removing obstacles along the way.• Work with Customer Service to ensure the best delivery of services, collaborate on projects, offer technical training and assistance when needed.• Proactively work with customers to address queries, providing excellent customer service• Provide documentation of processes and projects as required.• Collaborate across the company to standardise common processes and procedures, as well as develop ongoing solutions that contribute toward a superior support offering, whilst documenting and training staff on best practices to improve operational velocity and efficiency.

Melbourne, Australia

Duties:• Lead the EDM support team to deliver high quality results and implement processes to ensure customer follow up occurs post installation; create succession plan; lead team by example; review and analyse incidents, recognise trends and deliver long-term permanent solutions. • Coach and develop team members both onsite and offshore in Philippines – including training – to achieve set performance goals and ensure the smooth delivery of the EDM suite of products across the automotive and non-automotive customer base. Allocate incidents including Artwork related to team in accordance with their skillset, ability, efficiency, and development needs; ensure team registers all service calls; and ensure team updates Incident Management System and Daily Tasks with all stage notes.• Manage and direct the team to provide timely customer support, proactive communication and resolve incidents within SLA guidelines; manage and implement procedures to continually increase service levels to customers both internal and external; and escalate issues with appropriate senior teams to ensure the timeliness with regards to restoration of services is kept minimal.• Work closely with business unit managers and operational delivery team to ensure new projects are efficiently managed through the delivery whilst communicating back to relevant stakeholders both internal and external to the business; ensure manuals are kept up-to-date and liaise with product specialists where required to resolve issues; and compile reports for Helpdesk management including trend analysis where required.

549 Blackburn Road, Mount Waverley

549 Blackburn Road, Mount Waverly

Malvern, Victoria, Australia

Duties:• Providing product recommendations according to customer needs;• Monitoring staff, allocating different tasks to team members according to their abilities;• Ordering stocks for Service Desk by using different user interface and MS Excel;• Serving as a resource for other team members handling advanced issues;• Assisting co-workers to research problems and find solutions;• Handling escalated problems in a timely manner;• Working closely with other staff to streamline operation;• Helping in resolving more complex issues and complaints.

424, St Kilda Road, Melbourne

• Creating and maintaining websites using HTML, CSS and PHP language;• Customer relationship management;• Adding and updating content to websites (Content Management System) by using WordPress, Magento and BigCommerce Platforms;• Problem solving of clients and staff members;• Problems diagnose of LAN and WAN;• Setting up new e-mail account on Mac or Windows;• Controlling Access and privilege of members and clients;• Taking care of e-mail and queries via outlook and mail.

Richmond, Victoria, Australia

Duties: • Building up system, including formatting, installing, upgrading, and maintaining system;• Assisting in problem solving whenever required;• Taking care of e-mail and queries via Outlook of clients and staff members;• Everyday use of MS office suites for various purpose;• Communicating appropriately and politely with clients and staff - face-to-face as well as via e-mail and on phone;• Developing website templates using HTML and CSS programming;• Demonstrating more attention to details to fulfil the requirements of customers;• Cooperating with other staff to ensure client requirements are met;• Monitoring information resources and security;• Building and overseeing office networks.

Oqp - Professional Development Program

Pyp Program, Professional Year In Information Technology

Bachelor'S Degree, Information Technology

Diploma In It, Information Technology

Commerce