Summary
Overview
Work History
Education
Skills
Certification
Security Clearance
Timeline
Generic

Naishadh Somaiya

Sydney,MD

Summary

Accomplished Technical Services Manager with a proven track record at Fujitsu, specializing in IT Infrastructure Management and Personnel Management. Expert in enhancing customer support and stakeholder communication, demonstrated through strategic planning and the successful mentoring of high-performing teams. Achieved significant service quality improvements by implementing Lean Six Sigma methodologies.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Technical Services Manager, Networks

Fujitsu
07.2020 - 06.2024
  • Providing build (Projects) and run (BAU) Operational support for Network and Security Services for major Fujitsu customers based in Australia and NZ.
  • Build, lead and manage a respected Network & Security Operations Specialists team that delivers value
    to our customers by focusing on service, efficiency and quality
  • Develop and maintain a strong focus on customer satisfaction as the team provide support to
    our customers. Be a partner that truly understands our customers and always reliably delivers
  • Identified key metrics for tracking departmental success, and adjusted strategies accordingly to improve results over time.
  • Delivered high-quality technical support services that consistently exceeded customer expectations under tight deadlines.
  • Develop a strong understanding of our customers and advocate for them internally, and act as
    escalation point if/when needed
  • Motivated, supervise and managed a large team of high performing Network Engineers that provide operational Network Support (LAN / WAN/Firewalls / Hybrid Cloud) - Alerts, Incidents, Changes and Problems.
  • Advocate process compliance and Support key delivery processes to ensure output meets SLAs, delivery standards and financial targets.
  • Complete assigned Vendor / Partner Program and ISO / compliance tasks (such as audits,
    certifications, submissions, and surveys) to ensure Company remains compliant with strategic vendor
    Partner Programs and ISO standards.
  • Oversaw vendor relationships and contract negotiations, securing favorable terms while managing budgetary constraints.

Delivery Lead, Networks

Fujitsu
06.2015 - 06.2020
  • Achieved timely deliveries with careful monitoring of team performance and accurate scheduling adjustments.
  • Facilitated successful resolution of delivery-related disputes by mediating between customers, drivers, and internal stakeholders as needed.
  • Evaluated staff performance regularly using objective metrics and qualitative feedback, implementing performance improvement plans when necessary.
  • Reduced customer complaints by addressing concerns promptly and implementing corrective measures for improved service quality.
  • Boosted client satisfaction with regular communication updates on order status and expected delivery times.
  • Optimized resource allocation by analyzing operational data and adjusting staffing levels according to demand fluctuations.
  • Promoted a safety-first culture within the delivery team by setting clear expectations and enforcing adherence to company policies and industry regulations.
  • Enhanced team productivity by providing consistent coaching, feedback, and guidance to delivery staff.
  • Improved delivery efficiency by streamlining processes and implementing Continual Service process improvements (CSIP).
  • Spearheaded recruitment efforts for hiring top talent in delivery roles, ensuring adequate staffing levels during periods of peak demand or employee turnover.

Team Leader, Network Operations

Fujitsu
08.2009 - 06.2015
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Promoted high standerds through personal example to help each member understand expected behavious and standards.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
  • Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.

Senior Network Engineer

Fujitsu
08.2005 - 08.2009
  • Monitored network activities to quickly detect and resolve operational and security issues.
  • Led planning and technical design activities for routine operations and special projects.
  • Managed purchasing and installation of networking equipment such as core routers and switches.
  • Standardized processes and procedures for network maintenance and configuration changes, reducing errors and streamlining operations.
  • Configured, tested and maintained LAN/WAN components and connections.
  • Recommended network security standards and upgrades to management.
  • Installed and configured network security solutions such as VPNs, Firewalls and intrusion detections and mitigation tools.
  • Streamlined troubleshooting processes by creating detailed documentation of network infrastructure, configurations, and topologies.
  • Reduced downtime for essential systems by proactively identifying and resolving network issues.
  • Implemented robust backup solutions to protect critical data from loss or corruption due to system failures or malicious attacks.
  • Architected high-availability networks incorporating redundancy at all levels for seamless failover during outages or maintenance events.
  • Optimized network security with the implementation of firewalls, intrusion prevention systems, and access control mechanisms.
  • Built and improved network documentation and training procedures to lead successful team completing high-quality work.
  • Managed vendor relationships for hardware procurement, software upgrades, and technical support services to ensure optimal resource utilization.
  • Evaluated emerging trends in networking technology applying innovative solutions where appropriate to improve overall efficiency.
  • Planned and implemented effective disaster recovery and business continuity solutions.
  • Mentored junior engineers on best practices in networking technologies, resulting in increased team efficiency and effectiveness.
  • Escalated emergency technical issues beyond knowledge to maintain optimum up-time.
  • Managed, tracked, and coordinated problem resolution and escalation processes.
  • Liaised with stakeholders to keep project goals and deadlines on target.

Network and Systems Engineer

NTT Australia Pty. Ltd.
07.2001 - 08.2005
  • Continuously improved knowledge in emerging technologies through diligent research and participation in industry conferences or workshops.
  • Contributed to company growth by supporting IT infrastructure expansion projects in response to increasing demand for services.
  • Collaborated with cross-functional teams to develop and implement data backup and disaster recovery strategies, ensuring business continuity.
  • Optimized system efficiency through the installation and configuration of virtualization technology.
  • Maximized data center capacity through efficient server rack organization and cable management techniques.
  • Served as a subject matter expert in network engineering during strategic planning sessions aimed at improving organizational efficiency or cost-effectiveness initiatives.
  • Maintained up-to-date documentation of network topology, equipment inventory, configurations, and troubleshooting guides for easy reference during problem resolution efforts.
  • Increased network reliability by performing regular maintenance checks on routers, switches, servers, and other critical infrastructure components.
  • Reduced downtime by proactively monitoring network health and addressing issues before they escalated.
  • Monitored network capacity and performance to diagnose and resolve complex network problems.
  • Provided network support services for devices such as hubs, bridges, routers, and other hardware.

Education

Bachelor of Engineering - Electronics And Telecommunications

Mumbai University
Mumbai, India

ITIL V3 Certification - ITIL V3

ITIL
Sydney Australia

Six Signa Green Belt Certification -

Six Sigma
Sydney Australia

Skills

  • IT Infrastructure Management
  • Customer Support
  • Stakeholder Communication
  • ITIL Processes
  • Planning and coordination
  • Training and mentoring
  • Strategic Planning
  • Personnel Management
  • Project Management
  • Lean Six Sigma

Certification

ITIL v3

Six Sigma Green belt

Security Clearance

NV2 - Australian Government Security Vetting Agency (ASVGA)

NSW - Police Clearance

Timeline

Technical Services Manager, Networks

Fujitsu
07.2020 - 06.2024

Delivery Lead, Networks

Fujitsu
06.2015 - 06.2020

Team Leader, Network Operations

Fujitsu
08.2009 - 06.2015

Senior Network Engineer

Fujitsu
08.2005 - 08.2009

Network and Systems Engineer

NTT Australia Pty. Ltd.
07.2001 - 08.2005

Bachelor of Engineering - Electronics And Telecommunications

Mumbai University

ITIL V3 Certification - ITIL V3

ITIL

Six Signa Green Belt Certification -

Six Sigma

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