Mitesh Naidu
Reading,—
Summary
Experienced IT professional with over 10 years of progressive experience across public sector, healthcare, legal, and enterprise environments, specialising in 2nd line support, service management, and infrastructure operations. Proven expertise in managing large-scale IT environments, service desks, and escalated incidents across Windows, Microsoft 365, Azure AD, SCCM, Intune, and networked hardware systems.
Skilled in asset lifecycle management, VIP support, ITIL-aligned service delivery, and coordinating with 3rd-party vendors to maintain operational excellence. Strong familiarity with Akamai infrastructure, Microsoft Azure, and AWS cloud platforms, with a hands-on approach to improving IT efficiency, reliability, and security. Trusted to lead critical migrations, implement service improvements, and provide technical mentorship across multidisciplinary teams.
Renowned for a detail-oriented mindset, consistent performance under pressure, and a commitment to delivering high-quality IT support to both frontline users and executive stakeholders.
Overview
7
7
years of professional experience
1
1
year of post-secondary education
Work history
Senior Client Services Technician
Kaizen Surveillance Solutions Ltd
London
04.2022 - 10.2025
- Acted as the senior escalation point for all client support queries, ensuring swift and effective resolution with zero P1 incidents or formal complaints during tenure.
- Trained and mentored three new team members (KZ, Harish, and Malik), creating structured onboarding processes and knowledge-sharing systems.
- Represented the support team in client meetings and broker forums, providing technical insight, managing workload discussions, and maintaining strong client relationships alongside the Relationship Manager.
- Led the investigation and resolution of complex technical issues, including Exchange Online migrations, autodiscovery faults, Office 365 integrations, and Azure permission configurations.
- Maintained performance metrics using Freshdesk, generating internal reports and refining SLAs.
- Collaborated cross-functionally with product, compliance, and DevOps teams on continuous service improvement and technical documentation.
- Known for professionalism, reliability, and a calm, solution-focused approach under pressure.
2nd Line Technical Consultant (1 month contract)
ORR – Office of Rail and Road (Government Agency),
Canary Wharf
03.2022 - 04.2022
- Administered Microsoft Intune for end-to-end device lifecycle management, including device enrolment, compliance monitoring, and policy enforcement across the organisation.
- Utilised Azure Active Directory to configure and apply Conditional Access policies, enforcing secure access controls based on device compliance, user risk, and location.
- Maintained and audited the IT asset management database, ensuring accurate tracking of all hardware allocations, relocations, and decommissions in line with organisational policy.
- Responded to and resolved complex 2nd line support issues escalated from 1st line, providing technical troubleshooting and resolution across end-user systems, mobility, and endpoint security infrastructure.
Service manager (1 year contract)
NHS North Central London CCG
London
04.2021 - 03.2022
- Oversaw end-to-end service desk operations, managing all incident, service request, and change tickets in alignment with ITIL best practices while maintaining strong relationships with third-party vendors and service providers.
- Provided operational support and governance for critical clinical systems used across GP practices and hospitals in the North Central London region, ensuring service continuity and minimal disruption to patient care.
- Led incident and problem management processes, including root cause analysis, service impact assessments, and implementation of corrective and preventative actions.
- Acted as the primary escalation and communication point during major incidents, coordinating technical and stakeholder engagement, and issuing clear and timely updates to the wider NHS user base until full resolution.
Service Management Analyst (1 year contract)
SHP (Public services), London
Sutton
10.2019 - 10.2020
- Delivered end-user support across a diverse Microsoft estate, including Surface Pro devices and Windows operating systems (7, 8, 10), ensuring system reliability and user productivity for over 500 staff.
- Collaborated with senior technical leads to plan, configure, and roll out a new Google Workspace infrastructure, including Chromebooks, Android devices, and G Suite integration across laptops, desktops, and mobile phones.
- Provided mentorship and leadership to junior IT support staff and new engineers, conducting onboarding training, allocating technical tasks, and tracking skill development to ensure operational consistency and high support standards.
2nd Line Support Analyst (7 month contract)
BDO (Global top 5 accounting firm)
London
03.2019 - 10.2019
- Delivered high-priority 2nd line IT support to executive-level and VIP users, including partners, directors, and C-suite staff, ensuring minimal downtime and exceptional service responsiveness.
- Diagnosed and resolved a wide spectrum of IT infrastructure issues, spanning hardware failures, Windows OS/software troubleshooting, network connectivity, and server access issues across a hybrid environment.
- Maintained the highest ticket closure rate across the national support team for 7 consecutive months, earning multiple internal awards for service excellence and speed of resolution.
Education
GCSEs -
ITIL
London 08.2024 - 12.2024
NVQ Level 3 -
ITIL
London 11.2021 - 02.2022
NVQ Level 3 -
COMPTIA
London 05.2020 - 09.2020
CompTIA A+ -
COMPTIA
London 01.2018 - 07.2018
Skills
- Service delivery expertise
- IT infrastructure awareness
- Technical support knowledge
- Technical documentation writing
- Cloud services proficiency
- Tech start-up experience
- Technical literacy
- IT infrastructure optimisation
- Leadership aptitude
- SaaS, paas, iaas expertise
- Quality assurance testing
- Artificial Intelligence
- Technical leadership
- Azure expertise
Timeline
GCSEs -
ITIL
08.2024 - 12.2024
Senior Client Services Technician
Kaizen Surveillance Solutions Ltd
04.2022 - 10.2025
2nd Line Technical Consultant (1 month contract)
ORR – Office of Rail and Road (Government Agency),
03.2022 - 04.2022
NVQ Level 3 -
ITIL
11.2021 - 02.2022
Service manager (1 year contract)
NHS North Central London CCG
04.2021 - 03.2022
NVQ Level 3 -
COMPTIA
05.2020 - 09.2020
Service Management Analyst (1 year contract)
SHP (Public services), London
10.2019 - 10.2020
2nd Line Support Analyst (7 month contract)
BDO (Global top 5 accounting firm)
03.2019 - 10.2019
CompTIA A+ -
COMPTIA
01.2018 - 07.2018
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