Ravi Dahiya
SLOUGH,Berkshire
Summary
Experienced IT Analyst specialising in application, software, and hardware support. Skilled in analysing and resolving technical issues to enhance customer satisfaction. Strong analytical and documentation capabilities drive effective problem solving and communication during maintenance and repairs.
Overview
1
1
Certification
23
23
years of professional experience
Work History
SENIOR IT SUPPORT ANALYST INTERNATIONAL
Selig UK Ltd
Slough, Zurich & Chazay
04.2024 - Current
- Delivered advanced 2nd and 3rd line support in enterprise environments daily.
- Maintained SLA adherence and system availability across supported services.
- Administered Microsoft 365 tools including Exchange Online, Teams, SharePoint, OneDrive.
- Managed Microsoft Intune for endpoint provisioning compliance and device management.
- Supported Mimecast for email security, archiving, and threat protection.
- Configured Xerox Cloud Print for print management across users.
- Administered Rhombus security and manufacturing platform for operations teams.
- Supported Cisco Meraki infrastructure covering firewalls, switches, and wireless.
- Administered Okta for SSO, MFA, and user lifecycle management.
- Managed Apple Business Manager for device enrolment and MDM integration.
- Delivered endpoint management using ManageEngine Endpoint Central solutions.
- Supported Mitel IP telephony and Call2Teams integration workflows.
- Administered VMware vSphere environments for infrastructure stability.
- Maintained Yealink meeting room solutions for daily conferencing use.
- Deployed and troubleshot Adobe licensing across workstation environments.
- Conducted root cause analysis to stop repeat incidents.
- Collaborated with vendors and internal teams during technical escalations.
- Created documentation and improved knowledge base resources for others.
IT SUPPORT TEAM LEADER
Harrods Limited
London
10.2015 - 03.2024
- Taking ownership of high-priority incidents and coordinating with various teams
- Taking ownership of more complex issues in assisting team members
- Proactive work to minimise downtime
- Supporting over 3000 users and infrastructure in Harrods flagship store, H-beauty stores & Harrods airport stores across the UK
- Managed diverse technologies including vendor and in-house applications, software, and hardware
- Provided day-to-day support for business-as-usual operations
- Assisted in managing project tasks and deliverables
- Developed and maintained training and support documentation
- Liaising with stakeholders and third-party vendors
- Performed configurations and conducted testing of systems
IT FIELD ENGINEER
Simply Outsourced Ltd
London
04.2015 - 10.2015
- Visited 10-15 client sites daily to provide effective BAU support
- Supported clients across London & southeast England to ensure seamless operations
- Assisted Epos Field Support team through site visits, delivering BAU and project assistance
- Supporting new installations & testing across the UK
- Communicated regularly with stakeholders to gather project requirements and provide updates.
- Training new starters
IT SERVICE DESK ANALYST
Cerco IT
Crewe
03.2013 - 03.2015
- First point of contact for all IT related issues
- Acted as first point of contact for IT issues, providing remote support and escalating to other teams
- Providing remote IT support
- Supported SME clients across the UK as part of IT service desk team
- Escalating to 2nd line support & field support teams
- Updated IT support documentation for improved accuracy and user accessibility
GROUND HANDLING SUPERVISOR
Aviance UK Ltd
Heathrow
07.2005 - 02.2013
- Managing team of 25-30 ground handling staff to provide various ground handling services e.g., Aircraft tows & push-backs, cargo loading and unloading, baggage loading and unloading, high-value cargo etc
- Creating and organising teams
- Assigning flights to different teams
- Coordinating aircraft movements
- Liaising with stakeholders e.g., Airlines, Catering companies, Refuels, Field operations etc
- Reporting incidents and near-misses with vehicles and aircrafts
- Rota management
- Holidays management
- Organising regular training as per British Airport Authority & Heathrow Airport Limited e.g., Dangerous goods training
IT Support officer
Commonwealth Bank of Australia
07.2003 - 04.2005
- First point of contact for all IT related issues
- First point of contact, providing desktop and field support
- Providing Desktop support
- Escalating to 2nd line support & field support teams
- Supported internal and external users, enhancing in-house IT operations.
- Implemented ICT support procedures to ensure high-quality service and continuous improvement.
- Updated technical documentation to ensure clarity and accuracy for user reference.
- Gathered customer feedback for internal teams and developers to drive product and service enhancements.
Education
Bachelor of Science - Information Technology
University of Wollongong
Wollongong, Australia2003
Skills
IT operations and support
- Microsoft 365 administration
- Active Directory management
- Azure Active Directory management
- Identity and access management
- Email security
- Security platform management
- Cisco Meraki networking
- Endpoint management solutions
- VMware vSphere administration
- Patch management
- Device management
- Network troubleshooting expertise
- Remote support
- Cloud print management
- IP telephony systems
Meeting room technology support
- Application licensing
- ITIL implementation
- SLA oversight
- Root cause analysis
- Dynamic prioritisation
- Process improvement
- Problem-solving skills
Stakeholder communication
- Leadership skills
- Process improvement
Certification
- ITIL foundation
- CompTIA A+
Accomplishments
- · Led transition from AIO devices to Mini PCs, reducing costs and improving flexibility
- · Delivered Cisco Meraki migration improving network performance
- · Successfully deployed Rhombus security systems across multiple sites
- · Automated processes (e.g., payslips), reducing manual workload
- · Enhanced meeting room and collaboration systems (Yealink)
- · Improved asset management tracking and operational efficiency
- · Standardised printing systems and reduced downtime
- · Supported major infrastructure and rollout projects
- · Delivered Cisco Meraki migration (5+ switches, new access points)
- · Implemented Apple ID onboarding process for improved user experience
- · Transitioned asset management to Service Desk for better control
- · Deployed Rhombus security systems across multiple sites
- · Onboarded HP direct partnership reducing costs
- · Improved shop floor systems with auto-logon & optimisation
- · Implemented proactive printer monitoring & alerts
- · Supported Traction Guest deployment for compliance
- · Delivered network and hardware upgrade initiatives
- · Automated processes improving efficiency and reducing manual effort
- · Improved meeting room experience with Yealink solutions
Timeline
SENIOR IT SUPPORT ANALYST INTERNATIONAL
Selig UK Ltd
04.2024 - Current
IT SUPPORT TEAM LEADER
Harrods Limited
10.2015 - 03.2024
IT FIELD ENGINEER
Simply Outsourced Ltd
04.2015 - 10.2015
IT SERVICE DESK ANALYST
Cerco IT
03.2013 - 03.2015
GROUND HANDLING SUPERVISOR
Aviance UK Ltd
07.2005 - 02.2013
IT Support officer
Commonwealth Bank of Australia
07.2003 - 04.2005
Bachelor of Science - Information Technology
University of Wollongong