Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Fishing, Gardening, DYI Projects, Family
Timeline
Generic
Eddi Bali

Eddi Bali

Flatbush,Auckland

Summary

Over 19 years of experience in Service Delivery | EUC Manager with a proven track record in the ICT industry, I have demonstrated expertise in a wide range of critical areas, including Telecommunications, Service-Level Agreements (SLA), IT Service & Security Management, and Data Center operations, Customer Service, Business Process Improvement, IT contract negotiation, and Management.



Overview

22
22
years of professional experience
1
1
Certification

Work History

End User Computing Team Lead

Johnsons Controls
09.2017 - 08.2023
  • Deskside ANZ & Vendor Management
  • Coached team members in techniques necessary to complete job tasks.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Vendor management (Dell, Spark, Ricoh, Data Cable, TIMG, Jabra, Insight, HPFS, Infosys)
  • Asset management
  • End User Escalation
  • Service Desk business partner for all knowledge and related issues
  • ANZ Infrastructure & Data Center Support
  • NZ regional File\Print Server Support and administration including Dell Vendor management
  • Project management (Win10 Upgrade, O365 rollout, Win10 Autopilot imaging)
  • Manager and maintain Virtual Agent Knowledge transfer for Pacific.

Lead End User Services APAC

Johnsons Controls
02.2016 - 09.2017
  • Company merger Projects for the Service Desk and Deskside support integration and consolidation, Domain migration, email migration and site reallocations
  • Part of Tyco Company Separation Projects for domain & email migration
  • Managing the JCI External Service Desk and Knowledge transfer
  • Reporting and statistics for the Global team
  • ANZ Infrastructure Support
  • Worked with design teams, project managers and business analysts to create intuitive and easy-to-use software.
  • NZ regional File\Print Server Support and administration
  • IT\HR Induction for new starters
  • Office Relocation\ new office setup
  • Collaborated with teammates to deliver valuable features meeting business and customer needs.
  • File server Cloud migration
  • Operated in global development environment, working across multiple time zones and cultures.
  • Conducted live user testing of components and functionality to evaluate effectiveness of designs and enhancements.

ANZ IT Service Desk Team Leader

Johnsons Controls
01.2012 - 02.2016
  • Service Desk Staff Management, recruitment and managing the flow of day-to-day operations
  • Provide coaching and training to the helpdesk team to ensure staff achieve their set goals and personal development which is recorded in a Global LMS system that is reviewed at the end of each quarter and financial year
  • Configured hardware, devices, and software to set up work stations for employees.
  • Reviewing and approving the Changes proposed by the IT Team on a weekly basis as a member of the CAB
  • Working with the Global IT Project Team to ensure this is delivered to scope, time and budget
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
  • Recent Projects involved, Company\ Domain Separation, Windows XP remediation, Centralizing IT Helpdesk Support for the ASIA region as part of IT Team Globalizing, Office Relocation, Smart Device Roll out, HR\Workday to AD integration, Exchange to Office 365 email migration, AutoCAD and MS Office upgrade, End Point Encryption for Laptops, Follow Me\ Swipe and release Printing
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Reviewing the Priority issues in the weekly PCB meeting and logging the Problem Ticket if required for escalation to determine the root cause
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Ensuring the Service Desk Team is delivering a proactive, knowledgeable and reliable service at first point of contact, offering advice and support for centrally provided IT services
  • Managing the procurement of the mobile devices and assessing the cost analysts via cost manager portal provide by Spark
  • Offering a variety of contact methods to suit our customer’s needs, including telephone, email, self-service and face-to-face
  • Continually developing and improving our services and processes
  • Providing technical support to end user computing & mobile devices and supporting the software and Tyco systems applications
  • Keeping users updated on the current status of their Service requests and Incidents
  • Creating and maintaining the Knowledge Base Articles in the ITSM
  • Monitoring and managing all priority incidents including Incident Management of Severity 1 and Severity 2 calls on a 24 x 7 basis
  • Producing job stream statistics in a timely manner and monitoring call volumes to avert potential escalation problems
  • Managing the User and Computer account provisioning and decommissioning including archiving of user data
  • Reporting on Inactive User and Computer objects and ensuring these are decommissioned in accordance to SOx controls
  • Ensuring the User and Computer AD objects are reviewed and updated in a timely manner to comply with SOx controls and standards
  • Proactively manage unassigned and assigned calls that are escalated within IT Teams (Queue Management)
  • Managing and maintaining the Standard operating procedures and Policies as determined by Tyco
  • Managing and maintaining the ITSM application for updates, enhancements and upgrades
  • After hours support, rota and scheduling of on-call resources and Incident Management

Senior IT&T Helpdesk Analyst

Johnsons Controls
07.2008 - 01.2012
  • Service Desk Staff Management, recruitment
  • Logged support tickets and closed when issues were resolved.
  • Service Desk training and coaching
  • Generate weekly, monthly and quarterly reports and update the IT Management on the team's progress in a timely manner
  • Queue management
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Configured hardware and granted system permissions to new employees.
  • Activated accounts for clients interested in new services.
  • Trained and supported end-users with software, hardware, and network standards and use processes.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Maximized use of hardware and software by training users and interpreting instructions.
  • Installed and configured operating systems and applications.
  • Installed, configured and maintained computer systems and network connections.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Used ticketing systems to manage and process support actions and requests.

IT&T Helpdesk Analyst

Johnsons Controls
08.2005 - 07.2008
  • NT4, Active Directory and Microsoft Exchange administration
  • Remote access – Dial up, VPN, RDP administration and configuration
  • Citrix support and administration and configuration
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Microsoft NT4, 2000, 2003 Server administration
  • Hardware imaging and network configuration
  • Managing after hours on call support
  • Pronto AIX administration
  • Queue management (QM) and Incident Management (IM) on weekly basis
  • DNS and DHCP administration and configuration
  • Creating Network Shares, Home Drives
  • PDA and Pocket PC – software installation and configuration
  • Managing Priority 1 and 2 incidents throughout the company
  • Writing reports to the business management for the priority 1 Incidents
  • Resetting passwords, Account lockouts, adding network drives or printers on user’s requests
  • Troubleshooting any faults or issues that are handled over the phone and escalating them to the correct people if necessary
  • Training new staff members and preparing the procedures
  • On Various occasions having to provide 2nd level support onsite with printer issues or PC issues
  • Supporting users through remote desktop and VNC
  • Have achieved Employee of the Month, in my 3rd month of starting with Tyco
  • Run weekly reports from symposium and prepare weekly call stats reports for the management
  • Prepare the helpdesk weekly roster for the team
  • Have had numerous emails/ feedbacks of a job well done by internal customers
  • Supporting and developing our staff to ensure we deliver an excellent quality service.
  • Used ticketing systems to manage and process support actions and requests.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Logged support tickets and closed when issues were resolved.

Customer Service Consultant /Xtra

TeleTech Limited
04.2005 - 08.2005
  • Technical Customer Support Helpdesk
  • Provide first line support to customers experiencing difficulties and or requiring advice on the use of any of Xtra’s product or services.
  • Account Maintenance
  • The establishment and ongoing maintenance of customers account
  • Resolve customer billing inquires
  • Act as a product specialist, to provide a resource for customers to call upon
  • Communicate between the client’s customers, product development and the various support and operational areas
  • Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.

Checkout Supervisor and Grocery Assistant

Foodtown
07.2002 - 03.2007
  • Supported production line, reporting need for additional staff and resources.
  • Checked workers and recorded performance for presentation to shift leaders.
  • Provide assistance with all administrative aspects of the organisation ensuring the highest standard of customer service is provided.
  • Facilitate and be responsible for checkout supervision in its entirety.
  • Action customer queries accordingly
  • Facilitate the reconciliation of till.
  • Ensure occupational health and safety issues are given the highest priority.
  • Assist the managers to achieve budgeted profitability in all areas of administration

Tutor

New Zealand Pacific Training Centre
05.2001 - 02.2002
  • Provide assistant with all administrative aspects of the organisation ensuring the highest standard of customer service is provided.
  • Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
  • Lecturing in Certificate and Advance Certificate Level courses in computing
  • Ensure occupational health and safety issues are given the highest priority.
  • Maintain and manage effective enrolments of students.
  • Communication between the students and the lecture, course information and the development areas
  • Developed student confidence through positive reinforcement strategies.

Education

Microsoft PowerShell And Exchange Server - IT

Tyco Learning Management Course
Auckland, NZ
04.2015

IT Project Management Essentials - IT Projects

Tyco Learning Management Course
Auckland, NZ
01.2015

Leadership Workshop And Customer Essentials - Customer Service Management

Tyco Learning And Development
Auckland, NZ
07.2014

Journey Program - HR

Tyco Learning And Development
Auckland, NZ
05.2013

Managing SharePoint 2010 Features And Solutions - IT

Tyco Learning Management Course
Auckland, NZ
11.2012

IP And Networks Fundamentals - IT

Tyco Learning Management Course
Auckland, NZ
02.2012

Small Team Leadership Course - Organizational Leadership

Software Education
Wellington, NZ
09.2010

Project Management Training - Project Management

Thebics Consulting
Auckland, NZ
10.2010

Managing For Excellence Course - Management IT

HR + Learning And Development Team
Auckland, NZ
05.2009

Dealing With Difficult People - Customer Service Management

Employee And Manufactures Association (EMA)
Auckland, NZ
04.2009

Microsoft Desktop Support Technician - MCDST

ACE Training
Auckland, NZ
04.2009

ITIL Course - ITIL

Redworld IT Service Management
Auckland, NZ
07.2007

Supporting Users Running MS XP Operating System - IT

ACE Training
Auckland, NZ
08.2006

D-Link Certified Network Engineer -

D-Link New Zealand
Auckland, NZ
09.2006

Diploma in ICT - ICT

Manukau Institute of Technology
Manukau, NZ
12.2004

Skills

  • Software Application Testing
  • Technique Optimization
  • Cyber Security Best Practices
  • Client Requirements
  • Operating System Management
  • Equipment Maintenance
  • Key Performance Indicators (KPI)
  • Process Improvement Initiatives
  • Field Support
  • Team Meetings
  • Managing Service Level Agreements
  • Change Management
  • Microsoft Active Directory
  • Wide Area Network (WAN)
  • Technical Troubleshooting
  • Team Collaboration
  • Computer Hardware Knowledge

Accomplishments

  • Lecturing in Certificate and Advance Certificate Level courses in computing
  • Ensure occupational health and safety issues are given the highest priority
  • Maintain and manage effective enrolments of students
  • Communication between the students and the lecture, course information and the development areas
  • Developments and Achievements
  • October 2015 - Tyco Long Service Award – 10 years of Service
  • By Tyco Fire & Security General Manager
  • April 2015 - Microsoft PowerShell and Exchange Server: Getting Started
  • Tyco Learning Management System Course
  • January 2015 - IT Project Management Essentials: Initiating and Planning IT Projects
  • Tyco Learning Management System Course
  • October 2014 – Leadership Workshop
  • Workshop conducted by ADT Trainer
  • Understand what makes a great leader
  • Know how to conduct a 1 on 1 meeting
  • Understand when to take action
  • Know how to give constructive feedback
  • Know how to give positive recognition
  • June 2014 - Customer Essentials -
  • Workshop conducted by ADT Trainer
  • Accountability Essentials course
  • May 2013 - Journey Program
  • Conducted, HR + Learning and Development Team
  • Customer Service Excellence workshop
  • November 2012 - Managing SharePoint 2010 Features and Solutions
  • Tyco LMS Course
  • February 2012 - IP and Networks fundamentals
  • Tyco LMS Course
  • June 2011 – OTE \Corpdomain migration Project
  • Working closely with the OTE Project team to document the support
  • Attended the OTE admin training and sharing knowledge with the Service Desk
  • First point of contact for all support escalation to be logged with Microsoft support
  • September 2010 – Small Team Leadership Course
  • Conducted by Software Education
  • Aspects of Leadership and Teams
  • Personal style and Leadership
  • Building effective Team and motivating others
  • Delegation Setting roles and responsibilities
  • Effective Skills Transfer and Managerial Courage when needed
  • Communication and building rapport with your Team Members
  • Planning your day and what takes your time
  • Workshop and case study
  • October 2010 - Tyco Long Service Award – 5 years of Service
  • By ADT General Manager
  • June 2010– October 2010 - Project Management Training
  • Conducted on site by Thebics consulting
  • Initiation – Documenting an initial idea or concept and developing a sound business case
  • Planning – Preparing a robust project execution plan that is appropriate for the size of the project
  • Execution – Monitoring, managing and reporting on project activity
  • May 2009 - Managing for Excellence Course
  • Conducted, HR + Learning and Development Team
  • Draft Action Plan
  • Performance Analysis and Recommended Solutions
  • Lessons in Leadership
  • Branch Communication Plan
  • Leading Vital Factors Teams
  • Personal Growth Planning
  • Performance Matters
  • April 2009 - Dealing with Difficult People
  • Conducted by Employee and Manufactures Association (EMA) and HR.

Certification

Integrated Applications -Operating System Software -Operating System Windows -Operating System Internals -Applied Accounting Level 600 -Integrated Applications -Help Desk Support -Hardware Support -Ethics and Professionalism -Data Analysis -System Analysis -System Methodologies -Data Modelling -Business Application (Non Accounting) -Information Gathering -Database Management Systems (600 level) -Prototyping Concepts Level 700 -E-commerce -System Analysis -System Design Computer Literacy Microsoft Office 365 Power BI reporting Service Now – IT Service Management Suit Computerised accounting (Quick Books, MYOB) Linux Networking Workstation and Server Setup Windows 10 Internet and E-Mails Database Management System January 2001 – May 2001 New Zealand Pacific Training Centre Suva, Fiji Course/Programme: Advance Certificate in Computing

Fishing, Gardening, DYI Projects, Family

Love DIY Projects, early morning Fishing Trip, Workout to manage stress, Cooking and a good family man

Timeline

End User Computing Team Lead

Johnsons Controls
09.2017 - 08.2023

Lead End User Services APAC

Johnsons Controls
02.2016 - 09.2017

ANZ IT Service Desk Team Leader

Johnsons Controls
01.2012 - 02.2016

Senior IT&T Helpdesk Analyst

Johnsons Controls
07.2008 - 01.2012

IT&T Helpdesk Analyst

Johnsons Controls
08.2005 - 07.2008

Customer Service Consultant /Xtra

TeleTech Limited
04.2005 - 08.2005

Checkout Supervisor and Grocery Assistant

Foodtown
07.2002 - 03.2007

Tutor

New Zealand Pacific Training Centre
05.2001 - 02.2002

Microsoft PowerShell And Exchange Server - IT

Tyco Learning Management Course

IT Project Management Essentials - IT Projects

Tyco Learning Management Course

Leadership Workshop And Customer Essentials - Customer Service Management

Tyco Learning And Development

Journey Program - HR

Tyco Learning And Development

Managing SharePoint 2010 Features And Solutions - IT

Tyco Learning Management Course

IP And Networks Fundamentals - IT

Tyco Learning Management Course

Small Team Leadership Course - Organizational Leadership

Software Education

Project Management Training - Project Management

Thebics Consulting

Managing For Excellence Course - Management IT

HR + Learning And Development Team

Dealing With Difficult People - Customer Service Management

Employee And Manufactures Association (EMA)

Microsoft Desktop Support Technician - MCDST

ACE Training

ITIL Course - ITIL

Redworld IT Service Management

Supporting Users Running MS XP Operating System - IT

ACE Training

D-Link Certified Network Engineer -

D-Link New Zealand

Diploma in ICT - ICT

Manukau Institute of Technology

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