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.

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.

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.
• 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.
• 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.
• 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.

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;

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;

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;

Oqp - Professional Development Program

Pyp Program, Professional Year In Information Technology

Bachelor'S Degree, Information Technology

Diploma In It, Information Technology

Commerce