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, prioritisation, resolution and escalation of incidents via calls, emails, walk-in requests and the handling of equipment loans, fulfillment requests, and access management approval- Built, deployed, maintained and managed the administration of mobile devices (COPE and BYOD), tablets, desktops, laptops and multi-function devices (MFD printers) - Performance managed personnel through 1-to-1’s, training and coaching, monitoring performance and providing constructive and useful feedback to facilitate development - Delivered daily briefings to service desk and 2nd level engineers, weekly team reports for operational meetings and organised weekly site visits for support officers to resolve issues and complete projects - Proactively contributed to regular service reviews with external hardware and service suppliers, collated performance figures, raised topics and recommended improvements - Playing a key role in the Mayoral Election, including staffing on election day, providing service/hardware for the new mayor, mayoral staff and assembly members and preparing mobile devices - Managed the efficient and successful site/desk moves as well as all aspects of hardware rollout projects - Replaced equipment and improving equipment loan process by introducing additional checks and audits - Worked closely with the digital team and managing communications to key Business Units in conjunction with 2nd level engineers relating to London's external facing website service issues/outages

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 staff with scalability to support user self-sufficiency in the use of Workbooks.com products - Played the role of Service Incident Manager with responsibility for reviewing and updating the Service Incident Management plan and ensuring consistent achievement of business requirements - Liaised closely with product management and engineering teams to ensure meeting of customer support needs, recording of product enhancements requests and escalation of incidents as necessary

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 senior management on call volume - Set objectives, monitored progress, assisted with the effective troubleshooting of issues and gained subsequent team recognition from the UK COO for Business Systems for excellent service delivery - Improved team processes and introduced new escalation management processes for alerts, major incidents and communication on the availability of web-hosted online portal and maintenance notification- Contributed to the Service Desk Review with Senior Managers, Directors, and UK Chief Exec covering team performance; client feedback; service operation; areas of improvement- Reviewed service management plans to include BAU work, new ITSM tools, improved staff use and working with the Digital Manager on a new web chat support service to improve client experience

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 ensure swift issue resolution - Continuously identified process improvement opportunities, including engaging and interactive technical workshops to reduce partner call volume and ticket escalation whilst improving resolution times - Delivered high quality coaching and mentoring to Technical Lead Analyst to minimise call volumes, optimise response times, pick up of high-priority tickets, technical knowledge and process sharing, skill gap identification and improve training delivery - Improved support and ensured achievement of SLAs and KPIs by revising team shift schedules - Introduced MS-Lync chat room and improved team communication, collaboration and knowledge levels - Managed activities, assigned tasks and projects and ensured teams are motivated, positively engaged and delivered effective performance management, coaching and appraisals to ensure improvement - Managed results of customer satisfaction surveys and contacted customers

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 staffing levels, approved overtime and expenses, assisted with the recruitment and selection of new personnel and delivered effective coaching on communication and customer service - Proactively contributed to business growth based on reputation with global Fortune 500 enterprise clients and provided support to sales teams in dealing with key potential clients - Recruited, managed, developed and motivated staff and embedded a culture highly focused on quality services in alignment with organisational reputation and vision - Introduced caller-based routing review / implementation and enhanced customer relationship and incident handling processes leading to improved ticket distribution for regional support - Oversaw the delivery of best practice, value-added support and solutions to major enterprise environments incorporating government, manufacturing, legal, banking and financial institutions - Took over new clients with account managers and established and maintained strong relationships - Executed system health checks to reduce errors and testing upgrade plans to mitigate potential risks - Significantly reduced average caseload by 30% in 2012 using efficient new incident handling techniques- Participated and collaborated on numerous projects and initiatives such as: updating Business Continuity documents for core systems; office move; QA calibration sessions; out-of-hours call rotation

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 regions

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.• Produced and delivered an Infrastructure and Support Domino Operations Guide and trained the Notes Team.

Winnersh, Berkshire

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

Hnd Computer Studies