Summary
Overview
Work history
Education
Skills
Accomplishments
Languages
Timeline
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Ash Patel

Ash Patel

Crawley,West Sussex

Summary

Highly assertive individual who can communicate at all level Strong leadership skills, adept at building and maintaining relationships with clients and stakeholders and driving collaboration across teams to ensure achievement of all objectives

Technically minded approach as well as business minded ensuring requirements are understood and processes in place, with the tenacity to oversee everything through to completion

Overview

20
20
years of professional experience

Work history

Designer Quotation Engineer

Fulcrum Connection
Crawley, West Sussex
11.2003 - 11.2004
  • Design and Quote gas meters & pipes for Domestic and Non -Domestic Properties using computer aid software's
    such as CAD, GALS MAPS, and GASWORKS

Solution Technican

Invensys LTD
Crawley, West Sussex
10.2004 - 10.2005
  • Writing basic SQL script to query database
  • Helping to design front end GUI for in house application in VB
  • Producing Excel work sheet to find best solutions in calculating data
  • Supporting Handheld Meter equipment’ s that clients use
  • Analyzing reports and producing graphs to line managers

Application Support Analyst

First Choice Holidays/TUI Travel
Crawley, West Sussex
09.2005 - 12.2007
  • Working within a team of analyst responsible for 1st, 2nd and 3rd line support delivering best in class service
  • Providing support for backend office applications Business Objects (Crystal Reporting Tool), Abacus (Finance
    Application, excursion sales, expenses), Beacon (Reservations & Transfers Application), Clarity (Health & Safety
  • Application (Invoice Matching to accruals for hotel payments), Frontline &Charter Application (Customer
    Service), Speake2 Application (Pricing Holidays)
  • Testing new bespoke applications by following test scripts
  • Raising CR(s) for new functions
  • Writing basic SQL scripts to query the database
  • 1st line support desk to take calls and logging them through using QSM call logging
  • Supporting many bespoke applications/ systems
  • Investigate, analyze & identify resources for resolution of problems ensuring minimum loss of service to the
    business
  • Work with 3rd party suppliers providing maintenance support to applications (Amadeus, Amex, Anite, B-Plan,
    Charter, Pass, Speake, Navitaire and many more applications
  • Work closely with project managers and developers, support, and implementation perspective
  • Web analyzing and supporting using site confidence monitoring tool and liaising with 3rd parties to get issues
    resolved

Business Support Analyst

RP International
Crawley, West Sussex
01.2008 - 02.2009
  • RP International is an Executive Search company with offices in London, Crawley, Singapore, and Dubai with 120 users in total
  • To Provide 1st / 2nd line Support to the group businesses (UK and overseas (Dubai & Singapore)) to
  • Ensure that the company operates effectively· Supporting back -office application Navision (Accounts), & Supporting RP's sales database (Microdec)
  • To examine existing business sales database and IT Infrastructure I had the responsibility to plan and execute system trials and implementation of chosen solution and liaise with stakeholders
  • To develop and implement project plans using Microsoft project
  • Create users accounts using Active Directories, setting up mail exchange for users, granting VPN access
  • Giving training to new starters on applications and PC / Laptop· Create / Write users guides for the Group for new / existing systems
  • Update policies, procedures, and documentation to align with quality standard measures
  • Requirement Gathering for recruiters / stakeholders within RP International
  • Writing test scripts for our new sales database
  • Creating Contract's and Perm f low charts using MS Visio

Techincal Service Manager

European Computer Telecoms
London, United Kingdom
02.2009 - 02.2013
  • ECT Telecoms are a European Computer Telecoms group providing cost - effective telecoms services, which offer complete solutions such as Ring Back Tone Service, Prepaid Mobile, Interactive Voice Response, Network-Based Call C
  • Provide 1st/ 2nd / 3rd line Support to our customers Virgin Media, AT&T, Muzicall Orange UK, Muzicall Switzerland, Muzicall Virgin Mobile, COLT, BT OnePhone, Belgacom
  • Provide support to In-house applications such as SRS manager, AFO (Administration Front Office) and Linux
  • Perform health checks, software and hardware upgrades to all customers· Troubleshoot hardware, firmware, and software to resolve customer problems
  • Troubleshooting and responding to trouble calls and tickets via JIRA· Open and mange
  • Customer Service Requests (CSR), open problem reports (PR) for possible product defects / bugs
  • Perform system level testing of telephony related products including SS7 and LINUX based platform
  • Perform soft testing and physical testing
  • Install new / replace hardware on customer's servers which are hosted at different sites
  • Raising CR(s) for patch applying / new functionality / fixes
  • Writing SOW (Statement of Work) each time bugs fixes / patches being applied and hardware replacements
  • Performing weekly traffic reports for Virgin Media

Deputy Service Director

European Computer Telecoms
London, United Kingdom
02.2013 - 02.2016
  • Provide weekly update / fault reviews over conference with senior people / directors
  • C level communication with Internal stakeholders
  • C level communication with 3rd parties
  • Making sure tickets via JIRA are escalated according to SLA's set with customers
  • Offered out of hours support and liaised with technical teams to restore services.
  • Coached and mentored new team members to build high-performing team for optimum productivity.
  • Monitored operational progress against budgets for cost-effective service provision.
  • Managing colleagues to do day to day jobs are done, and critical tickets are escalated
  • Create reporting every week for Service Director HQ
  • Built firm but respectful relationships with staff, leading by example and providing continued encouragement for high levels of motivation and satisfaction.
  • Assessed daily operational needs and requirements and used team meetings to encourage staff to achieve KPI goals.

Technical Support Manager

Sycurio
Guildford, Surrey
02.2016 - 03.2021
  • Provide weekly update / fault reviews to Senior Engineers / Management
  • Facilitated high-quality service desk operations, applying best practice methods aligning with ITIL framework.
  • Making sure tickets are escalated according to SLA's set with customers
  • Trained and mentored support staff to provide exceptional customer service and swift resolution (UK/US)
  • Tracked team performance to provide feedback and status reports to management.
  • Provide technical support to engineers when required
  • Set team goals to define performance and productivity.
  • Managing upgrades process and documentation process for the support team· Supporting our partners BT Wholesale, Arrow, Cirrus, Gamma, Sabio, EPIC, Cirrus
  • Managing vulnerability patches scheduling to OS
  • Increased customer satisfaction ratings to 90%
  • Tracked KPIs and created continuous improvement plans.
  • Providing best in class service to 200+ customers UK/US (CVS, AO, RBS, Harley Davidson, NEXT,
  • Manage CR's when requested by customers and provide quotations· Providing escalation support when required
  • Working closely with the DEV department to provide a better frictionless process for upgrades and builds, so the business can scale up
  • Produced daily, weekly and monthly reports to evaluate and improve team productivity.
  • Developed and implemented training initiatives for new hires.
  • Developed strategies and service goals for busy contact centre.

Head Of Global Technical Operations

Sycurio
Guildford, Surrey
03.2021 - Current
  • Dealing with Technical level 1/2/3
  • Scheduled and managed 11 staff members, maintaining high-performing business operations.
  • Establish processes, templates, and workflows to improve the efficiency of the Service Desk
  • Be a point of Technical escalation, providing support and guidance to the teams
  • Implementing SLA and monthly KPI reporting
  • Aided senior leadership by recommending corrective actions and improvements to company operations.
  • Minimised discrepancies by effectively training employees on best practices, policies and procedures.
  • Troubleshot operating systems, hardware and software problems to identify root causes.
  • Streamlined processes to improve and optimise operations
  • Provide mentoring and guidance to the technical team
  • Led overall direction, coordination and evaluation of department functions.
  • Monitored and reviewed operational performance, aiding improved business strategy to maximise productivity.
  • Analysed operations data to identify process gaps and successfully implement change.
  • Aided senior leadership by recommending corrective actions and improvements to company operations.
  • Designed and implemented training to further develop staff based on business goals.
  • Accountable for ensuring compliance and processes are in place and SLA are up to date
  • Planned revenue generation strategies designed for growth.
  • Act as a voice of the customer across the organisation

Education

Bachelor of Science - Computing Information Systems

Kingston University
Kingston upon Thames

HND - Computing Software Engineering

Brighton University
Unitied Kingdom

Skills

  • Linux (CLI)
  • HubSpot
  • Active Directory
  • End user training
  • Network troubleshooting
  • Confluence
  • Microsoft
  • My SQL
  • JIRA Ticketing Service Desk
  • Hardware maintenance
  • Citrix
  • AWS
  • VSphere
  • PowerShell
  • End-user training
  • Splunk
  • Wireshark
  • ISR (Cisco)
  • HubSpot
  • Datadog
  • KEY SKILLS
  • Strategic thought leadership
  • Stakeholder engagement
  • Risk and issue management
  • Customer focused
  • Communication
  • Business support
  • Negotiation and influencing
  • Technical level 1/2/3
  • Team leadership and management

Accomplishments

  • Project Management (Successfully Managing Smaller Projects) - Two-day intensive course, which was held at Hawksmere Event Entitled, to help manage two major projects Sales Database
  • System & the Group IT Infrastructure, both projects were successfully implemented
  • Linux (CLI) training in Germany (Munich)
  • ARCH IEVEMENTS
  • Helping to sell Sycurio formally known as Semafone to investors for £110 Million by providing data and facts on customer care operations and achieving a high NPS score of 65+
  • Suggesting change to one of First choice bespoke application, which was successfully developed and implemented
  • Suggesting changes with Sales database application within RP International, which has been successfully developed and implemented
  • Managed to improve business processes within RP International and was rolled out internationally their offices
  • Successfully complete full server installation/ network cabling/ testing for Musical UK which was in Darlington
  • Successfully complete full server installation/ network cabling/ testing for BT OnePhone in London
  • INTRESTS
  • Travelling - travelling overseas with First Choice helped develop my communication skills, through meeting a variety of people
  • I also have a keen interest in cricket, football and playing pool
  • AP ASH PATEL

Languages

English
Fluent

Timeline

Head Of Global Technical Operations

Sycurio
03.2021 - Current

Technical Support Manager

Sycurio
02.2016 - 03.2021

Deputy Service Director

European Computer Telecoms
02.2013 - 02.2016

Techincal Service Manager

European Computer Telecoms
02.2009 - 02.2013

Business Support Analyst

RP International
01.2008 - 02.2009

Application Support Analyst

First Choice Holidays/TUI Travel
09.2005 - 12.2007

Solution Technican

Invensys LTD
10.2004 - 10.2005

Designer Quotation Engineer

Fulcrum Connection
11.2003 - 11.2004

Bachelor of Science - Computing Information Systems

Kingston University

HND - Computing Software Engineering

Brighton University

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Ash Patel