Summary
Work Availability
Work History
Overview
Education
Work Preference
Accomplishments
Hi, I’m

Nita Sharma

IT Squad Lead
Auckland
Nita Sharma

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Availability
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Work History

Fujitsu Australia and New Zealand
Auckland, Auckland

Agile Squad Lead
2023.05 - Current (2 years & 1 month)

Job overview

  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Generated reports detailing findings and recommendations.
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
  • Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
  • Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.

Fujitsu Australia
Sydney, NWS

APAC Customer Marketing Manager
01.2022 - 05.2023

Job overview

  • Utilized market research insights to develop tailored marketing messages for specific target audiences.
  • Mentored local personnel on best practices and protocols to maximize productivity.
  • Collaborated closely with sales teams to provide them with marketing support materials, enhancing their success rate in closing deals.
  • Used Salesforce, broker reports and local market economic factors to monitor competitive tracking.
  • Coordinated with design and media teams to develop high-quality creative assets.
  • Improved customer retention rates through personalized email marketing strategies.
  • Created and managed social media campaigns to increase brand engagement.
  • Mentored junior staff members on best practices in customer-centric marketing tactics leading to their professional growth and development.
  • Managed cross-functional teams for successful product launches and promotional events.
  • Continually maintained and improved company's reputation and positive image in markets served.
  • Improved customer loyalty by implementing effective email marketing campaigns and personalized offers.
  • Streamlined processes within the marketing department for more efficient project management and resource allocation.
  • Captured new customers by optimizing business strategies and launching products to diversify offerings.

Fujitsu Australia and NZ
Auckland, Auckland

Oceania Knowledge Manager
01.2021 - 01.2022

Job overview

  • Organized quarterly knowledge-sharing sessions featuring guest speakers from various industries, fostering innovation within the organization.
  • Developed comprehensive training materials for new hires, improving onboarding efficiency and reducing ramp-up time.
  • Created detailed documentation of company policies and procedures, promoting consistency across business operations.
  • Increased collaboration among teams by creating cross-functional platforms for sharing expertise and best practices.
  • Reduced information overload for employees by curating targeted content based on individual needs and preferences.
  • Implemented strong security measures for safeguarding sensitive corporate data from unauthorized access or misuse.
  • Compiled, cleaned and manipulated data for proper handling.
  • Promoted employee engagement in knowledge sharing activities through incentives such as recognition programs and rewards systems.
  • Conducted regular audits of existing knowledge assets to identify areas requiring updates or revisions due to evolving business requirements or industry standards.
  • Supported change management efforts during major organizational transformations by effectively communicating new processes and expectations to all employees.
  • Evaluated various knowledge management tools and technologies, recommending appropriate solutions to meet organizational needs.
  • Improved knowledge management processes by identifying gaps and implementing effective solutions.
  • Streamlined information flow within the organization through development and implementation of robust knowledge repositories.

Fujitsu Australia and NZ
Auckland, Auckland

Knowledge Management Senior Analyst
01.2016 - 01.2021

Job overview

  • Designed targeted KM campaigns that increased awareness, adoption rates, and utilization among all levels of staff members.
  • Compiled, cleaned and manipulated data for proper handling.
  • Contributed to proposal development efforts by providing relevant knowledge resources, resulting in increased win rates for new business opportunities.
  • Improved data collection methods by designing surveys, polls and other instruments.
  • Streamlined organizational decision-making processes through effective documentation and archival of information.
  • Supported enterprise-wide initiatives by providing timely access to relevant documents and resources through efficient search tools.
  • Optimized team collaboration by developing appropriate policies, procedures, and guidelines for knowledge sharing.
  • Evaluated external vendor offerings and selected optimal tools for enhancing internal knowledge management capabilities.
  • Championed a collaborative work environment by creating cross-functional task forces to tackle complex organizational challenges through collective expertise and shared knowledge.
  • Leveraged data analytics to identify patterns and trends in organizational knowledge usage, informing future strategy development.
  • Promoted innovation and problem-solving through regular organization-wide knowledge sharing sessions.
  • Enhanced knowledge sharing by implementing a user-friendly knowledge management platform.
  • Solicited feedback from employees on existing systems, incorporating suggestions into ongoing process improvement efforts.
  • Boosted overall productivity by conducting periodic assessments of current knowledge management systems and processes, recommending improvements as needed.
  • Collaborated with IT teams to develop custom solutions that addressed unique knowledge management challenges within the organization.
  • Organized and detail-oriented with a strong work ethic.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Proven ability to learn quickly and adapt to new situations.
  • Gained strong leadership skills by managing projects from start to finish.
  • Self-motivated, with a strong sense of personal responsibility.
  • Strengthened communication skills through regular interactions with others.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Proved successful working within tight deadlines and a fast-paced environment.

Fujitsu Australia and NZ
Auckland, Auckland

2IC Service desk Analyst
01.2014 - 01.2016

Job overview

  • Researched and identified solutions to technical problems.
  • Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
  • Responded to customer inquiries and provided technical assistance over phone and via email communication.
  • Increased first-call resolution rates through comprehensive knowledge of company systems and applications.
  • Collaborated with cross-functional teams to resolve complex technical issues, minimizing downtime for critical business systems.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Leveraged remote support tools to resolve end-user issues more efficiently, decreasing wait times for assistance.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Implemented proactive monitoring solutions to identify potential issues before they impacted end-users, reducing the number of tickets submitted.
  • Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Played a key role in major IT projects, providing input on system design from a support perspective and assisting with testing efforts as needed.
  • Conducted regular reviews of open tickets, ensuring timely follow-up actions were taken to drive issue resolution successfully.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Improved customer satisfaction ratings by providing timely, accurate, and professional support to endusers.
  • Served as a mentor to junior team members, fostering a supportive work environment that encouraged skill development.
  • Championed a culture of continuous improvement within the service desk team by regularly sharing best practices and encouraging open dialogue about challenges and potential solutions.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Demonstrated creativity and resourcefulness through the development of innovative solutions.
  • Proven ability to learn quickly and adapt to new situations.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Developed strong communication and organizational skills through working on group projects.
  • Worked effectively in fast-paced environments.
  • Excellent communication skills, both verbal and written.
  • Skilled at working independently and collaboratively in a team environment.
  • Demonstrated leadership skills in managing projects from concept to completion.

Mercy Ascot Hospital
Auckland

Desktop Support Engineer
01.2013 - 01.2014

Job overview

  • Ensured compliance with company IT policies by monitoring usage patterns and recommending corrective actions when necessary.
  • Demonstrated adaptability in staying current with evolving technology trends, ensuring continued excellence in L1 desktop support engineering.
  • Configured and tested new software and hardware.
  • Installed and configured operating systems and applications.
  • Coordinated with vendors to resolve warranty-related issues efficiently and costeffectively.
  • Updated and maintained current customer support database.
  • Performed regular inventory checks of IT equipment to ensure adequate supplies were available when needed.
  • Played a key role in successful OS migration projects, minimizing disruptions during transitions while maintaining user data integrity.
  • Managed user accounts creation process while ensuring adherence to security policies throughout their lifecycle within the organization''s systems.
  • Contributed to increased productivity by promptly addressing user concerns regarding hardware or software malfunctions.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Provided training sessions for new employees on company-specific software applications and tools, ensuring smooth onboarding experiences.
  • Documented faults and bugs for referral to development staff for use in updates.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Gathered trend data from customer calls and interactions.
  • Monitored system performance to identify potential issues.
  • Tested new software and hardware prior to deployment.
  • Researched and identified solutions to technical problems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Served as primary point of contact for support relating to owned solutions and products.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Assisted in development of system security protocols.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Assisted in network management tasks, maintaining a stable and secure infrastructure for all users.
  • Optimized computer performance by performing routine system cleanups and virus scans as part of preventative maintenance measures.
  • Facilitated seamless hardware installations by carefully following established procedures and guidelines for each device type.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Implemented effective backup strategies that safeguarded crucial organizational data from potential loss or corruption incidents.
  • Collaborated with other technicians in implementing new technology solutions across the organization.
  • Enhanced system performance with regular maintenance tasks, including software updates and hardware upgrades.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Met with team personnel to share details of discovered issues and recurrent custom complaints.
  • Generated reports to track performance and analyze trends.
  • Provided guidance on installing and integrating new hardware components and software to remote clients.
  • Maintained accurate documentation of all support requests, resolutions, and follow-up actions, contributing to a well-organized IT department.
  • Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Researched new tactics to better hone responses and shorten remediation times.
  • Reduced downtime by quickly diagnosing and resolving hardware, software, and network problems.
  • Traveled with sales engineers on customer site visits to respond to specific technical questions.

BankLink LTD (now known as MYOB Bankstream)
Auckland

Senior Technical Support Engineer
01.2008 - 01.2013

Job overview

  • Managed time efficiently in order to complete all tasks within deadlines.
  • Proven ability to learn quickly and adapt to new situations.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Upgraded operating systems and computer software to perform compatibility with programs.
  • Optimized internal resources allocation by analyzing metrics such as case volume, resolution time, and engineer workload to balance distribution efficiently.
  • Offered assistance in implementing and developing training programs.
  • Enhanced customer satisfaction by promptly addressing and resolving software-related concerns.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Implemented technical solutions to solve customer issues and increase satisfaction.
  • Contributed to the growth of the organization by identifying potential upselling opportunities during client interactions, communicating these leads to sales teams for further exploration.
  • Maximized software reliability by proactively monitoring system performance and addressing potential risks or vulnerabilities.
  • Communicated with clients to verify roots and causes of computer problems.
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.
  • Developed comprehensive documentation of technical procedures and guidelines for efficient knowledge transfer among team members.
  • Implemented customized solutions to cater to unique client requirements, ensuring seamless integration with existing systems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Collaborated with outside departments to implement system-wide improvements.
  • Improved software usability by providing expert technical support and troubleshooting for complex issues.
  • Delivered high-quality remote support services to clients across multiple time zones, maintaining strong relationships through effective communication.
  • Served as a key liaison between customers, development teams, and sales representatives to ensure clear communication on expectations and deliverables.
  • Mentored junior engineers on best practices in software support, fostering a positive learning environment and increased team efficiency.
  • Demonstrated creativity and resourcefulness through the development of innovative solutions.
  • Paid attention to detail while completing assignments.
  • Acted as a team leader in group projects, delegating tasks and providing feedback.

Recall Holdings Ltd
Auckland

IT Support Technician
01.2007 - 01.2008

Job overview

  • Monitored systems in operation and quickly troubleshot errors.
  • Configured and tested new software and hardware.
  • Installed, configured and maintained computer systems and network connections.
  • Tested new software and hardware prior to deployment.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured hardware and granted system permissions to new employees.
  • Contributed to the successful launch of several new software products by providing crucial testing feedback during development stages.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Optimized system performance by conducting routine maintenance checks, applying patches, and updating configurations as needed.
  • Installed and configured operating systems and applications.
  • Implemented software updates, ensuring smooth transitions with minimal downtime.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Assisted in development of system security protocols.
  • Delivered timely resolutions to critical software issues by collaborating with cross-functional teams, including developers, product managers, and quality assurance personnel.
  • Maintained strong working knowledge of various operating systems, hardware components, networking protocols, databases, and other relevant technologies used within the organization''s IT landscape.

iDt Ltd
Auckland

Technical Support Engineer
01.2005 - 01.2008

Job overview

  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Met with team personnel to share details of discovered issues and recurrent custom complaints.
  • Contributed to sales efforts by providing pre-sales technical consultations, addressing prospective client concerns regarding product functionality and compatibility.
  • Delivered Tier-3 support and SME input to internal and external customers.
  • Earned recognition from management for consistently delivering exceptional service quality.
  • Installed and configured operating systems and applications.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Configured and tested new software and hardware.
  • Managed multiple projects simultaneously, demonstrating strong organizational skills and adaptability under pressure.
  • Documented and developed engineering procedures and processes.
  • Configured, installed, and upgraded SQL databases.
  • Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
  • Provided technical support during training sessions, resolving issues promptly and effectively.

Overview

19
years of professional experience
6
years of post-secondary education
3
Languages

Education

UNITEC
Auckland

Bachelor of Computing Systems from Information Systems
01.1996 - 01.1999

University of Auckland
Auckland

Bachelor of Arts from Accounting, Economics And Statistics
01.1992 - 01.1995

Work Preference

Work Type

Full Time

Work Location

RemoteOn-SiteHybrid

Important To Me

Work-life balanceWork from home optionFlexible work hours

Accomplishments

  • Supervised team of 15 - 20staff members.
  • Resolved product issue through consumer testing.
  • ROC STAR award winner 3 times in Service Desk , this award is voted by the customers themselves and very difficult to achieve as you need to be an all rounder
  • Created over 200 KBs across Fujitsu Australia and NZ
  • Created over 200 SharePoint sites in Fujitsu
  • Knowledge Management awards
  • Project awards
  • Promoted to senior levels in every role undertaken in a short period of time
  • Wrote over 500 Knowlege guides the my Squad Leader role in a space of two months on top of daily work load
  • Managed 3 technical support teams when most squad leads only manage one team. Took over a lot of SDM and PM duties in this role as well.

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Nita SharmaIT Squad Lead