Ravi Hira
Slough,Berkshire
Summary
Highly skilled professional with extensive technical proficiency and a strong background in customer service, problem solving, and communication. Demonstrates exceptional adaptability and teamwork, excelling in documentation and time management. Expertise includes remote support, customer training, Microsoft Office, Active Directory, X1 series devices, Lenovo devices, MACs devices, iOS & Android phones, Blackberry Enterprise, 365 environments, and network protocols. Committed to leveraging skills to drive success in dynamic environments while pursuing continuous professional growth.
Overview
1
1
Certification
16
16
years of professional experience
Work history
Senior Technical Specialist
Gartner, Tech Team
Egham, Surrey
2013.06 - 2016.10
- Provided second-level support for escalations received from help desk to meet SLAs averaging 20-30 calls per day.
- Diagnosed hardware faults and troubleshooted software installation and configuration issues for over 20,000 Associates worldwide.
- Achieved seamless data migration through meticulous planning and execution.
- Maintained high client satisfaction levels through prompt issue resolution.
- Improved user experience with comprehensive system enhancements.
- Managed system upgrades for efficient work flow.
- Provided expert advice on complex IT issues for resolution.
- Followed technical documentation for accurate installation, maintenance and repair work.
- Carried out new hardware installations and updates, keeping systems functional and secure.
- Prepared equipment for staff use, installing cables, operating systems, and software.
- Delivered reliable, high quality technical support to average of 10-15 users daily.
- Improved system efficiency by implementing innovative solutions.
- Conducted regular system checks to ensure optimal performance.
- Gathered technical information to restore Gartner associate and infrastructure availability 24x7.
- Experience in reimaging various X1 series Lenovo laptops, MacBooks
- Configuring iOS & Android devices via enrolment process in Workspace One.
- Supporting Lenovo and Mac Associates with any problems with hardware/software.
- Used Service Now (SNOW) to track support tickets and document actions.
- Accurately managing all asset life cycles to allow for most efficient deployment of assets.
- Leads in development & implementation of support processes.
- Supports New Hire process.
- Provides technical support at Gartner events & Symposiums.
IT Service Desk Representative
Research in Motion (Blackberry)
Slough, Berkshire
2011.08 - 2013.02
- Provided it and BlackBerry support to internal users globally across regions and offices.
- Diagnosed ongoing and chronic technical issues logged in Remedy call system.
- Coordinated research, investigation, and solutions with it teams and internal customers.
- Built and automated business and technical processes to reduce manual work.
- Reported, communicated, and coordinated outstanding it tasks daily for completion.
- Provided daily email, walk-in, and telephone support within office hours.
- Created, investigated, and managed incidents using agreed procedures and records.
- Created and updated knowledge base documents as required for repeat resolution.
- Updated BlackBerry smartphone and PlayBook tablet software routinely for stability.
- Resolved Wi-Fi and VPN connectivity issues for remote users daily.
- Supported external customers with technical troubleshooting for service continuity.
- Re-imaged and applied software updates for corporate laptops and desktops.
- Reset and enabled domain user passwords in Active Directory for access.
- Collaborated with headquarters in Canada and EMEA in Slough uk daily.
Support Analyst (1st and 2nd Line)
Future Electronics, Staines
Egham, Bekshire
2007.01 - 2011.01
- Streamlined IT processes, improving overall workflow.
- Coordinated with team members for improved efficiency.
- Maintained optimal system performance, ensuring minimal downtime.
- Performed routine maintenance checks on systems thus ensuring peak performance.
1st Line Support Analyst
Royal Bank of Scotland
Feltham, Middlesex
2005.12 - 2006.12
Call Logger
New Technology Service Limited
2002.05 - 2004.10
Customer Service
Computer Centre (M&S)
2000.09 - 2002.03
Education
HND (Higher National Diploma) - Business and Finance
Southampton Institute
SouthamptonAdvanced Level 3 - Business and Finance
Uxbridge
Hayes, HillingdonSkills
- Technical Proficiency
- Customer Service
- Problem Solving
- Communication
- Adaptability
- Teamwork
- Documentation
- Time Management
- Remote Support
- Microsoft office
- Active Directory
- X1 series Devices
- Lenovo Devices
- MACs Devices
- IOS & Android Phones
- 365 Environments
Certification
- CompTIA A+ 220-901 and 220-902.
- Lenovo Service
- Lenovo Resources
- Studying for the CompTIA Security+ (Jan 2026)
Other Information
- Experienced professional seeking new opportunities. Open to remote, hybrid, or office-based roles, with flexibility to adapt to business needs
Timeline
Senior Technical Specialist
Gartner, Tech Team
2013.06 - 2016.10
IT Service Desk Representative
Research in Motion (Blackberry)
2011.08 - 2013.02
Support Analyst (1st and 2nd Line)
Future Electronics, Staines
2007.01 - 2011.01
1st Line Support Analyst
Royal Bank of Scotland
2005.12 - 2006.12
Call Logger
New Technology Service Limited
2002.05 - 2004.10
Customer Service
Computer Centre (M&S)
2000.09 - 2002.03
HND (Higher National Diploma) - Business and Finance
Southampton Institute
Advanced Level 3 - Business and Finance
Uxbridge