Milina Madan
Kent
Summary
Emerging IT professional eager to contribute immediate value in support roles with 14+ years of experience in Information Technology and Project Management. Expert in project planning, resource allocation, and stakeholder management. Proven track record in delivering projects on time and within budget, ensuring business outcomes and client satisfaction. Known for innovation, high-quality work, and continuous delivery improvements. Detail-oriented, organized, and dependable with a can-do attitude. Adept at prioritizing tasks, optimizing delivery, and mitigating risks to achieve project success.
Overview
18
18
years of professional experience
1
1
Certification
Work history
IT Technician
Pioneer Academy
Bromley
2025.04 - Current
- Day-to-day management of IT services across the academy, ensuring reliable, secure, and efficient support for staff and pupils.
- Actively contributed to the development and implementation of the academy’s IT strategy in collaboration with the Head of IT and Operations team.
- Supporting IT projects, including hardware refreshes, software upgrades, and network improvements aligned with current technology standards.
- Providing support for complex technical issues involving hardware, software, networking, Active Directory, Group Policy, and user access management.
- Managing and prioritisation helpdesk operations, ensuring timely resolution of incidents and service requests while maintaining clear communication and regular status updates.
- Installing, configuring, and maintaining IT infrastructure including servers, desktops, laptops, peripherals, and network equipment to maximise system performance and uptime.
- Conducting routine testing, monitoring, and preventative maintenance of IT systems to reduce downtime and improve reliability.
- Deploying and maintaining core school platforms and applications, including Microsoft OS/server environments, ensuring systems remained up to date and secure.
- Ensuring compliance with data protection, safeguarding, health and safety, and relevant government and school policies when delivering IT services.
- Providing technical guidance and advice to teaching and support staff, enabling effective use of IT to support curriculum delivery.
- Supported classroom technology setup to ensure smooth delivery of lessons and school events.
- Demonstrated resilience under pressure by managing multiple priorities and responding effectively to urgent incidents.
- Took a proactive approach to continuous improvement, documentation, and professional development.
- Promoting safeguarding and the welfare of children and young people in all aspects of IT service delivery.
Printing Assistant
Knole Academy
Sevenoaks
2023.10 - 2025.04
- Lead the management and updates of the academy's website, ensuring seamless functionality and user engagement.
- Manage the school's social media platforms, ensuring a strong digital presence.
- Schedule posts, monitor engagement, and troubleshoot any issues, ensuring the social media platforms remain secure and operational. Manage high-quality printing of literature using professional grade equipment.
- Ensure all machines are fully functional and engage with third-party service providers for maintenance when necessary.
- Coordinate with staff to ensure proper execution of marketing projects and social media campaigns.
- Provide guidance and training to staff on using IT systems for digital marketing, website updates, and social media management, ensuring they are familiar with the latest tools and platforms.
- Maintain cybersecurity best practices, ensuring website and social media platforms are secure and GDPR compliant.
- Ensure sensitive data is protected across all digital platforms.
- Handled incoming calls for staff, answering questions, directing calls and documenting messages.
- Supported staff with administrative needs for photocopying
Technical Senior Program Manager
Delhivery
Bangalore
2021.10 - 2023.01
- Company Overview: Logistics Company
- This strategic leadership was instrumental in enabling the company to go public
- Directed and owned multiple IT Projects aligning with organizational goals and consistently delivering projects within scope, time, and budget
- Aligned projects with organizational strategic goals, ensuring each initiative contributed to the overall mission and vision
- Successfully integrated program objectives with company strategy, driving significant progress towards long-term goals
- Managed cross-functional teams to achieve seamless execution of IT and cybersecurity initiatives
- Proactively identifying, assessing, and mitigating risks across the program to minimize their impact and ensure smooth execution of projects
- Conducted comprehensive risk and business impact assessments, leading to effective continuity and recovery plans
- Oversaw IT audit processes, including ITGC & ISO27001 ensuring compliance with global standards
- Collaborated with service users and business managers to streamline workflows, set development priorities, and enhance IT service delivery
- Led the installation and integration of new technologies, ensuring seamless transitions and significantly enhancing productivity within Cyber Security Teams
- Logistics Company
Project Manager (IT, Cybersecurity and Cloud Ops)
Aptean
Bangalore
2019.07 - 2021.10
- Company Overview: SaaS Company
- Independently led multiple projects, including SOC 2 audits, Cloud Security Posture improvements, and Product Security enhancements
- Managed the implementation of SIEM solutions within the Cyber Security Centre, effectively detecting and addressing vulnerabilities
- Planned and managed the delivery of Information Security roadmap projects, driving initiatives to enhance the organization's security posture, ensuring timely and effective implementation
- Developed comprehensive project plans, monitored progress, and tracked metrics to ensure timely and efficient delivery of cybersecurity solutions, aligning with stakeholder expectations
- SaaS Company
Project Manager (Pricing Team)
Utilita Energy
Chandler's Ford, Hampshire
2016.01 - 2018.01
- Company Overview: Energy Company
- Delivered prices to appropriate internal and external channels during tariff related pricing changes, ensuring accurate and timely communication
- Designed and applied project management standards for managing production of required deliverables, including pricing-related tasks
- Facilitated communication and coordination between stakeholders to ensure seamless execution of pricing initiatives and prevent overlap
- Energy Company
IT Analyst
Tata Consultancy Services
Bangalore
2011.05 - 2015.08
- Company Overview: (Client - PwC)
- Utilized advanced ITIL knowledge to develop processes aligned with ITIL principles, support Service Strategy, and ensure compliance with ITIL best practices
- Managed diverse project teams and led the launch and implementation of an IT Service Management organization, defining objectives, scope, and deliverables
- Prepared for ISO 20000 audits, reviewed and amended documentation, conducted test audits, and drove standards within the team, achieving a 20% cost reduction and 90% team utilization
- (Client - PwC)
Escalation Manager and Incident Manager
IBM India Pvt Ltd
Bangalore
2008.04 - 2011.04
- Company Overview: (Client - RSA Group UK)
- Advanced from Incident Manager to Escalation Manager for key accounts over a successful 3-year tenure, becoming the primary contact for escalations in challenging situations
- Liaised between IT suppliers and business users to resolve escalations within agreed service levels, addressing process issues and complaints according to professional standards
- Ensured high customer satisfaction by managing the Customer Support Center (CSC) team, adhering to Quality Management System processes and standards
- (Client - RSA Group UK)
Education
Bachelor of Engineering - Printing Technology
BMS College of Engineering
Bangalore, IndiaSkills
- Project Management
- Project Delivery
- Stakeholder Management
- Resource Management
- Risk Management
- Transition and change management
- IT Security
- ITIL Service Management
- Visio
- Ms Excel
- PowerBi
Certification
- ITIL V3- Expert
- Prince 2- Practitioner
- CSM
- LEAN
- CCNA (In Progress)
Timeline
IT Technician
Pioneer Academy
2025.04 - Current
Printing Assistant
Knole Academy
2023.10 - 2025.04
Technical Senior Program Manager
Delhivery
2021.10 - 2023.01
Project Manager (IT, Cybersecurity and Cloud Ops)
Aptean
2019.07 - 2021.10
Project Manager (Pricing Team)
Utilita Energy
2016.01 - 2018.01
IT Analyst
Tata Consultancy Services
2011.05 - 2015.08
Escalation Manager and Incident Manager
IBM India Pvt Ltd
2008.04 - 2011.04
Bachelor of Engineering - Printing Technology
BMS College of Engineering