Surjit Dhanjal, Mcmi Email & Phone Number

City Hall, London

Reading, United Kingdom

Working on behalf of Avanade at Thames Water.

London, United Kingdom

- Led, managed and motivated 1st Level Service Desk support staff and worked closely with business unit leaders and suppliers of various hardware and services - Oversaw the delivery of high quality service desk support to circa 1000 users, including those based on sites across London, and ensured consistent alignment with SLA’s - Coordinated the logging.

Reading, United Kingdom

- Led 1st and 2nd Analysts responsible for supporting external customers, using an ITIL service delivery approach for their cloud-based SaaS CRM and business solution products - Oversaw the prioritisation of customer support requests to ensure resolution in line with set SLA’s - Managed the provision and maintenance of help documentation for customers and.

Slough, United Kingdom

- Led 1st line Client Support Analysts with an ITIL approach to client online web portal in Windows/Mac - Actively contributed to the planning and pre/post migration support of 7000+ external clients throughout the UK and Europe as part of a client financial systems migration project - Conducted in depth trend analysis and provided accurate reports to.

Slough, United Kingdom

- Managed all tier 1-3 staff for VIP and senior level support services across EMEA and consumers via the contact centre, covering handheld devices, OS, desktop software, Server, networking and infrastructure - Upskilled team members in conjunction with a mission critical BlackBerry Support Model change initiative and acted as a primary escalation point to.

Slough, United Kingdom

- Led a multidisciplinary team of 15 providing tier 3 support and matrix managed account managers in Europe as part of a Global service to provide 365/24x7 support for handheld to BES, OS, email platforms, networking and infrastructure - Formed a team to resolve multiple issues within days for a challenging customer to their satisfaction- Ensured optimal.

Slough, United Kingdom

- Oversaw a tier 1-2 support team of 28 for BES (Exchange, Domino, GroupWise), handheld devices, OS and associated software solutions for customers worldwide - Played a key role in completing ISO 9001 quality audits and achieving associated certification - Liaised closely with colleagues and service providers across EMEA, Asia Pac, Canada and North America.

Egham, Surrey

• Responsible for all aspects of BlackBerry support services, problem solving in a global 24x7 follow-the-sun operation.
• Appointed to intermedite-level client-facing technical support role as part of the Contact Centre operation
• Supported external customers and partners on a global basis, providing telephone & email support
• Technical troubleshooting & problem resolution support for BlackBerry Enterprise Servers & devices

London, United Kingdom

• Responsible for all aspects of IT systems support, Lotus Notes support & IT team leadership
• Provision of business-critical IT support for up to 1,400+ Notes users based across the EMEA region
• Led, managed and motivated a small IT team, co-ordinated daily operational tasks
• Incident and Problem management activities, acted as a key point of escalation and resolution
• Project-led the successful upgrade of Domino servers from R5 to R6, based on an AS/400 platform
• Managed the delivery of Domino IT / IS aspects of the merger between Bank of Tokyo-Mitsubishi and UFJ Bank

Milton Keynes, United Kingdom

• Responsible for all aspects of Lotus Notes/Domino support, training and technical services
• Appointed by an outsourced partner to provide mission-critical technical support across the business
• Provision of effective IT and technical services to on-site staff, dealerships and senior management
• Stabilised the Domino server environment and delivered increased up time from 60% to 90%, and expanded platform enviroment
• Successfully delivered training to dealership helpdesk staff, promoting adoption of best practice tools for email housekeeping

Staines, Middlesex

• Responsible for all aspects of IT consultancy, solutions delivery and IT project implementation
• Selected to work closely with a portfolio of clients on projects, delivering solutions on-time & budget
• Successfully completed an enterprise processes and procedures audit & review for Banque Paribas
• Produced and delivered a technology landscape and infrastructure design documents for the UK Govt. Cabinet Office
• Implemented Domino and Notes on an AS/400 platform for The London Borough of Tower Hamlets
• Led roll-out of Nokia Activ Server 2.1 and Domino Everyplace Access Server for Associated Mediabase

London, United Kingdom

• Responsible for all aspects of Lotus Domino/Notes support, day-to-day administration, and projects:
• Developed a migration database with Notes developers and administrators. Led a small team upgrading email from Notes R3 to R4 for 1,500 users and completed MS-Mail to Notes migration for 500 users.
• Delivered a Notes dial-in solution service providing email access for 400+ remote users.
• Completed Domino server re-location from London to Bristol office, which provided increased availability and performance for 300 local users.
• Involved in license and support negotiations with Lotus and IBM. As a result, an 8,000 seat Site License agreement was purchased, with a 66% reduction from original quote, and also an Enterprise Support Programme.
• Worked with Andersen Consulting and successfully delivered a production Domino infrastructure environment to support 100 branches and 4000 sales staff across the UK.

Winnersh, Berkshire

Executive Diploma In Management, Chartered Management Institute (Cmi), Pass

Hnd Computer Studies