Mitesh Naidu
Summary
Experienced IT professional with extensive expertise in Azure, InTune, and O365. Proficient in Intune device management, MS Exchange, and AWS integration and infrastructure. Skilled in Active Directory administration and support, IP telephony systems, and hardware diagnostics. Committed to leveraging technical skills to optimise IT operations and drive organisational success.
Overview
7
7
years of professional experience
1
1
year of post-secondary education
Work history
Senior Infrastructure Analyst
Fate Software Development
London
2024.01 - 2026.06
- Led the end-to-end design, deployment, and oversight of a production-grade infrastructure stack, including cloud servers, TURN/STUN architecture, WebRTC optimization, and global CDN via Akamai
- Planned and implemented scalable infrastructure to support 1,000+ concurrent users and 200+ simultaneous WebRTC voice calls, ensuring low latency and system resilience
- Evaluated and integrated third-party APIs and services for real-time voice, push notifications, image handling, analytics, and content moderation
- Monitored and maintained cloud infrastructure performance, proactively resolving performance bottlenecks and capacity risks
- Deployed application-level logging and monitoring tools (e.g. Sentry) to track, debug, and prevent production issues
- Managed cross-functional dev teams (backend, frontend, QA) and acted as the central escalation point for all technical blockers
- Built a QA function from the ground up, hiring testers and introducing full regression and functionality testing workflows across multiple devices
- Hired and onboarded key team members including developers, QA analysts, and support staff to ensure full product and operational coverage
- Reviewed and validated all app functionality including anonymous voice matchmaking, onboarding logic, moderation tools, audio pipelines, and Stripe payment flows
- Collaborated with marketing and content teams to support brand-aligned product videos and promotional assets
- Optimized infrastructure cost-effectiveness while maintaining high availability, security, and performance standards
- Delivered strategic oversight and hands-on leadership throughout all phases of technical delivery, ensuring accountability and speed across the roadmap
- Maintained steady network connectivity for smooth business operations.
Senior Client Services
Kaizen Surveillance Solutions Ltd
London
2022.04 - 2025.10
- 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.
Infrastructure Analyst (1 year contract)
NHS North Central London CCG
London
2021.04 - 2022.03
- 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.
Infrastructure Analyst (1 year contract)
SHP (Public services), London
Sutton
2019.10 - 2020.10
- 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.
Infrastructure Analyst (7 month contract)
BDO (Global top 5 accounting firm)
London
2019.03 - 2019.10
- 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
ITIL® Practitioner -
ITIL
London 2024.08 - 2024.12
ITIL Level 3 -
ITIL
London 2021.11 - 2022.02
COMPTIA Network + -
COMPTIA
London 2020.05 - 2020.09
CompTIA A+ -
COMPTIA
London 2018.01 - 2018.07
Skills
- Azure expertise
- InTune proficient
- Intune device management
- O365
- MS Exchange
- AWS integration
- AWS infrastructure
- Active Directory administration and support
- IP telephony systems
- Hardware diagnostics
Timeline
ITIL® Practitioner -
ITIL
2024.08 - 2024.12
Senior Infrastructure Analyst
Fate Software Development
2024.01 - 2026.06
Senior Client Services
Kaizen Surveillance Solutions Ltd
2022.04 - 2025.10
ITIL Level 3 -
ITIL
2021.11 - 2022.02
Infrastructure Analyst (1 year contract)
NHS North Central London CCG
2021.04 - 2022.03
COMPTIA Network + -
COMPTIA
2020.05 - 2020.09
Infrastructure Analyst (1 year contract)
SHP (Public services), London
2019.10 - 2020.10
Infrastructure Analyst (7 month contract)
BDO (Global top 5 accounting firm)
2019.03 - 2019.10
CompTIA A+ -
COMPTIA
2018.01 - 2018.07