Jay Mistry
London
Summary
Results-driven and ambitious professional with over 15 years of customer service experience in IT, medical, and luxury retail industries in the UK. Exceptional technical problem-solving abilities and ability to maintain composure in high-pressure situations. Recognized for excellence in customer service and received accolades in previous roles. Seeking a challenging first-line support Analyst position in London to further expertise in second-line support. Skilled in engineering principles and project management, adept at leading initiatives to enhance process efficiency and product quality through problem-solving and collaboration with diverse teams. Demonstrated success in applying engineering principles to real-world challenges, resulting in impactful solutions and improved operational efficiency. Proven history of effective team collaboration and successful project completion.
Overview
15
15
years of professional experience
Work History
Desk Side Assist Engineer
Advanced London (Tuped)
09.2017 - Current
IT Consultant
CJAZ Consulting
06.2023 - 11.2024
- A world class supplier of IT solutions that leverage cloud, convergence and mobility technologies to drive productivity and attain high performance. Responsibilities include:
- Providing 1st line, 2nd line and 3rd line technical support to users across multiple offices via telephone, email and remote support software tools. Main clients (service users) include St. Andrew’s Hospital, Vodafone, Plymouth University, Sony Ericsson, and RIBA, amongst others
- Handling incoming incidents remotely via phone / email promptly and effectively within agreed timescales
- Diagnosing, prioritising, documenting and actively resolving a wide range of end user technical issues
- Taking ownership of a call and seeing it through to closure
- Keeping service users updated as to the progress
- Ensuring that all call details are captured and entered into the logging software
- Dealing with all calls to the agreed SLAs (Service Level Agreements)
- Escalating issues where necessary to 2nd and 3rd Line support or management/team leaders
- Investigating and implementing ways of reducing calls to the Help Desk
- Creating user accounts, configuring and installing software
- Provide troubleshooting and configuration support for client desktop and networking environment
- Supporting MS Outlook issues – recreating mail profile, setting up users, and general support
- Supporting printer issues and installing local printers, updating drivers and general support
- Providing PC/laptop/tablet support
- Windows 7/10/11
- Office 365
Field Support Engineer – Level 2
NECS London (Tuped)
04.2018 - 06.2023
- Diagnosed and resolved hardware and software issues efficiently.
- Provided on-site technical support for installation and maintenance of systems.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Trained junior engineers on troubleshooting techniques and best practices.
- Ensured compliance with safety regulations during equipment handling.
- Analyzed customer feedback to identify areas for service improvement.
Sales Executive
Harrods Ltd
09.2013 - 01.2018
- One of the world’s most renowned high end luxury department stores. I am accountable for the selling and merchandising of the finest menswear labels in the department, and have won various achievement awards throughout my employment. Responsibilities include:
- Maintaining customer liaison with international and high net worth clients via email and telephone
- Working to exceed daily personal sales targets
- Printing and distributing trade reports for senior management
- Project managing and delegating duties to other team members for planning seasonal promotions;
- Merchandising in one of the most highly profiled areas of the store
- Liaising with the buying office in relation to the procurement of forthcoming styles for the new season
- Ad-hoc administrative tasks
IT Service Desk Analyst – 1st - 2nd Line support
Comtact Limited
09.2013 - 01.2017
Sales Associate
Debenhams Plc
02.1998 - 04.2000
- Working for one of the UK’s leading department stores selling own brand and international fashion, I worked in the Menswear division, which involved working to personal sales targets, merchandising displays and developing a high customer service skillset.
Travelling
01.1997 - 01.1998
Architectural Technician
Malcolm Pawley Architects
09.1995 - 12.1996
- Working for an award winning practice with extensive experience in both residential and commercial sectors, I was involved in overseeing the completion of drawings from architects’ sketches; preparing specifications for individual projects for approval; managing detailed surveys of subject buildings and proposed sites; feasibility studies; liaising with local authorities for planning regulations and statutory bodies; attending site meetings with architects and preparing meeting minutes.
Education
Business Administration/Office Skills Course - MS Word, Excel, PowerPoint, Access, Outlook and touch-typing
St. James and Lucie Clayton College
01.2003
BA (Hons) - Architecture
University of Central England
01.1997
B.Sc. (Hons) - Architectural Eng.
University of Westminster
01.1995
BTEC OND - Construction
University of Luton
01.1993
A-Level - Geography
Luton Sixth Form College
01.1991
7 GCSE’s - English Literature, English Language, Maths, German, Geography, Science, Art
Challeny High School
01.1990
Skills
- Background of working within an ITIL environment
- Excellent working knowledge of Microsoft Office 2007 / 2010, Windows 7 (intermediate level)
- Microsoft Windows Desktop Operating Systems – Windows XP, Windows 7 window 10 (intermediate level)
- Microsoft Exchange administration (intermediate level)
- Microsoft Active Directory administration (intermediate level)
- Group Policy administration (basic level)
- LANDESK call logging (advanced level)
- SAP (version 7400131103) software (basic level)
- IE10 (Internet Explorer v10 (intermediate level)
- UNIX (basic level)
- Wintel (basic level)
- Dameware (version 112091 32 bit) (intermediate level)
- Audio/Visual (AV) Video conferencing and general meeting room equipment and set up (intermediate/advance level)
- Xerox print devices (intermediate)
- Knowledge of Network principles and configuration (Wi-Fi, VPN) (intermediate level)
- Samsung tablet devices exposure and knowledge
- Anti-virus / internet security software troubleshooting (intermediate level)
- Cisco telephone system administration (basic level)
- Excellent communication skills involving problem diagnosis
- The ability to quickly learn new IT operating procedures and maintain established systems
- Rack and stack any networking equipment
LANGUAGES
Gujarati (Fluent - oral)
Hindi (Fluent - oral)
German (G.C.S.E Level)
References
REFERENCES AVAILABLE UPON REQUEST
Section name
- I have also undertaken many in-house training courses for Team Leading/Management, Sales Management, Customer Service Management, AutoCAD R12, and Photoshop
- Windows 70-742 Windows Server 2016 (Studying)
- Azure Fundamental (Studying)
- FULL STANDARD DBS ACCREDITATION
Timeline
IT Consultant
CJAZ Consulting
06.2023 - 11.2024
Field Support Engineer – Level 2
NECS London (Tuped)
04.2018 - 06.2023
Desk Side Assist Engineer
Advanced London (Tuped)
09.2017 - Current
Sales Executive
Harrods Ltd
09.2013 - 01.2018
IT Service Desk Analyst – 1st - 2nd Line support
Comtact Limited
09.2013 - 01.2017
Sales Associate
Debenhams Plc
02.1998 - 04.2000
Travelling
01.1997 - 01.1998
Architectural Technician
Malcolm Pawley Architects
09.1995 - 12.1996
BA (Hons) - Architecture
University of Central England
B.Sc. (Hons) - Architectural Eng.
University of Westminster
BTEC OND - Construction
University of Luton
A-Level - Geography
Luton Sixth Form College
7 GCSE’s - English Literature, English Language, Maths, German, Geography, Science, Art
Challeny High School
Business Administration/Office Skills Course - MS Word, Excel, PowerPoint, Access, Outlook and touch-typing
St. James and Lucie Clayton College
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