Ankit Patel
Northolt,London
Summary
Skilled Operations Team Leader bringing self-directed and confident management style developed over 10 years of experience. Excellent problem-solving, conflict management and project coordination skills.
Strategic planner and operational leader with a strong background in improving performance, productivity, efficiency and profitability of departmental and organizational operations. Demonstrated success in supervising, motivating and mentoring team members to achieve demanding operational objectives under tight deadlines.
Experienced in establishing team goals, evaluating performance and reporting on results. Well-organized and dedicated leader with good multitasking and supervision skills.
Overview
15
15
years of professional experience
Work history
Country IT Service Operations Team Leader
IKEA Ltd
LONDON
2020.03 - Current
- Responsible for the team delivering Country Digital technical support and services to all supported business units following common ways of working.
- Create a climate of teamwork, collaboration and togetherness within the team and with Central Group Digital.
- Steered teams through complex project phases to successful completion.
- Secure efficiency within the team through simple and cost-efficient ways of working and action improvements to share across teams and markets when relevant
- Follow up team and individual performance through KPIs and monitoring, following the standards defined by Central Group Digital
- Responsible for local procurements from local vendors and for regularly maintaining contact with local representatives for key global vendors.
- Identify and develop the many talents within the organisation to secure succession planning and the future of IKEA
- Contribute functional expertise to the country organisation with budget input, follow-ups, and in developing strategy and action plans
- Delivered market-leading IT service performance across the region by leveraging strong problem-solving and forward-thinking decision-making to proactively address operational challenges.
- Led end-to-end delivery of digital infrastructure for new IKEA store openings, including enterprise network, systems integration, and data readiness.
- Led end-to-end stakeholder engagement for regional IT initiatives, ensuring alignment on scope, timelines, and outcomes with global teams while managing expectations and mitigating risks across UK/IE teams.
- Worked closely with the ISDP Team and maintained high standards of data privacy and security within the organisation.
- Deliver a customer-focused approach by optimising digital operations to improve both co-worker effectiveness and customer satisfaction.
Country Technical Support Specialist
IKEA LTD
London
2014.01 - 2020.03
- Provide 1ST / 2nd level hardware and software support for end users at multiple sites within a defined region, and provide after-hours support for business-critical issues, aligned with Group Digital service operations framework.
- Responsible for carrying out Active Directory-related tasks, setting up network devices, configuring network switches, and maintaining desktop and server hardware.
- Responsible for the implementation of new systems as necessary, in accordance with UK stores and UK plans.
- Responsible for the store's network structure, Device enrolment, Break Fix, and ordering hardware for all UK stores.
- Responsible for helpdesk support, remote diagnostics, and desktop systems both hardware and software.
- Expert in the specialist area within IKEA in-store retail and back-office systems, telephony and networking.
- Lead or support on-site project implementation/deployment efforts with regard to implementation of new Digital products, lifecycle refresh of hardware solutions, and all technical implementation work related to the build-up of new locations
- Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.
- Provide input on what digital equipment/products might be in risk of downtime and suggest solutions to ensure the business continuity plan is secured and in place for all critical equipment/products
- Coordinate and manage local vendors and local contact points to global vendors regarding support, upgrades, bug reporting, change requests, etc
- Provided remote support for product functionality, maintenance and troubleshooting.
- Provided technical support throughout development phases of new products.
IT Helpdesk Analyst
IKEA Ltd
London, UK
2011.11 - 2013.12
- Dealing with 1st line technical support issues, via phone, email and face-to-face and escalating as necessary using the ticketing system
- Diagnose and troubleshoot technical issues, including account setup and network configuration.
- Communicated technical concepts to customers clearly by phone, email and online chat.
- Resolved high volume of allocated incidents faster than company averages.
- Provided remote support for product functionality, maintenance and troubleshooting.
- Reported incidents, risks and hazards by following set procedures.
- Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.
- Supported out-of-hours service by working unsociable hours on-call.
- Provided technical support throughout the development phases of new products.
- Fast actions for all major incidents affecting client sites, participate in virtual calls/war rooms and allocate resources for major incident management and deal with high-level complaints and identify effective solutions for end users.
- Conducted full and thorough diagnostics of reported hardware break-fix issues and assisted users in applying and resolving fixes in a timely manner, correctly logging incidents and faults within iDESK Ticket system (BMC).
- Responded to reported incidents, prioritized my workload, and stayed on schedule to consistently meet deadlines.
Education
Bachelors - Computer Applications
Gujarat University
IndiaSkills
- Leadership and People Management
- Project and Stack Holder Management
- Incident / Problem Management (Service Now)
- Network Infrastructure and Infrastructure deployment
- information system management and strategy Planning
- Business Data Processing and Reporting
Training obtained in-house
- TCP/IP and Networking
- Project Management
- Office 365
- Leadership & Business Management
Achievements
- Supported New Store Build and implemented all IT Digital solutions and IT network enterprise infrastructure setup.
- Migrated all Cisco network infrastructure to Aruba for all UK and IE Stores.
- SD-WAN migration for all UK and IE Stores.
- Migrated all Terminal and resource servers to the new HP Nutanix server for all UK and IE Stores.
- Served as the primary point of contact between IKEA and external CCTV vendors, managing firewall configurations, port access, and secure external system access.
Timeline
Country IT Service Operations Team Leader
IKEA Ltd
2020.03 - Current
Country Technical Support Specialist
IKEA LTD
2014.01 - 2020.03
IT Helpdesk Analyst
IKEA Ltd
2011.11 - 2013.12
Bachelors - Computer Applications
Gujarat University