Shyam Ramanujam
Melbourne,MEL
Summary
People-oriented Team Leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying Business needs to develop and deliver creative solutions with extensive Leadership and Team Management skills
Overview
9
9
years of professional experience
1
1
Certification
Work History
Team Leader - IT Support & Service Desk
Whakarongorau, Auckland NZ Telehealth Service
Auckland, New Zealand
06.2021 - Current
- Delegated daily tasks to team members to optimize group productivity.
- Developed and implemented ITIL processes, procedures, and strategies to ensure optimal service delivery.
- Developed strategies for problem solving and conflict resolution among team members. Developed, implemented, and maintained incident management policies and procedures.
- Conducted regular performance reviews to assess individual team member progress. Developed and implemented problem management processes and procedures.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Hands on Experience in administering Active Directory domain environment including User creation, security group admin, Password Change and troubleshooting
- Effective and punctual support of the organization throughout major incidents, service outages, planned maintenance and new software releases
- Minimizing downtime and delivering a positive end user experience
- Creating and maintaining exceptional relationships with staff up to and including C-Level
- Working closely with internal and external IT Partners to maintain existing working relationships
- Proven Experience with MS toolsets (Office 365, Azure, Teams, SharePoint Online, Windows 10)
- Deploying devices and updates through Intune deployment toolset
- Experience managing Azure toolsets (Azure Ad, Exchange, Endpoint, Nerdio)
- Managing telephony and CRM systems (Genesys Cloud, Interaction Desktop, Spectrum).
- Assisted with development of incident management plans for major outages or disruptions in service availability.
IT Help Desk / Service Desk Specialist
DATAMARS LTD, Auckland
Auckland, New Zealand
06.2017 - 06.2021
- Providing end-user support for desktop, laptop, printers (Local & network) for 300+ users across APAC region
- Experience with Windows XP, 7 10, Mac OS, Android and IOS
- Knowledge troubleshooting and repairing Pc, Laptop, MacBook, IPhone and Android devices
- Hands on Experience in administering Active Directory domain environment including User creation, security group admin, Password Change and troubleshooting
- Familiarity with MS Office software, O365 and ability to assist users with basic queries
- Familiarity with IT hardware (Mobile Phones, Laptop, Printer) and ability to perform basic maintenance and repair
- Administration on PABX (IPFX) and VOIP (3CX) phone systems
- Ability to handle Tier 1&2 User issues leading to diagnosis and troubleshooting
- Provide first level support for TCP/IP related matters (LAN, WAN, Wi-Fi)
- Experience in supporting remote user issues with varying levels of computer knowledge both over the phone and through emails
- Maintaining IT asset management for 300+ Datamars users over APAC region
- Experience in Setting up Windows VPN and troubleshooting relevant issues.
Product Specialist
CONCENTRIX SERVICES, Auckland
Auckland, New Zealand
09.2015 - 06.2017
- Providing second level technical support to customers and apple internals
- Diagnose a customer's technical enquiry over the phone and through Email
- Installation and troubleshooting of all apple products including iPhone, iPad, Mac
- Liaising with other Apple Internal teams as a part of troubleshooting
- Installing and troubleshooting mails on all apple devices including uninstalling and troubleshooting mail settings
- Troubleshooting Connectivity issues to external devices like Time machine, Car Stereo, Printers and Beats
- Performing duties of a Team Captian taking initiative enhancing team skills and quality standard.
Education
Graduate Diploma in Information technology - Computer Networking
National Technology Institute
06.2015
Diploma in Computing -
National Institute of Information Technology
01.2007
Skills
- IT service management
- Incident Management
- Resource Management
- Technical Documentation
- Team Supervision
- Complex Problem-Solving
- Service Level Agreements
- Leadership
- Coaching and Mentoring
- Performance Evaluations
- Expertise with MS Toolsets
- Multitasking
- Analytical and Critical Thinking
- Microsoft Azure
Certification
- ITIL Foundation Certification 2024
- MTA 98-366 Networking Fundamentals 2017
Projects
- Azure Virtual Desktop Org-wide deployment
- Domain Migration of 200+ Network Users
- Windows 10 & 11 Rollout
- O365 Migration
Languages
English
Full Professional
Hindi
Limited
Tamil
Native/ Bilingual
References
References available upon request.
Timeline
Team Leader - IT Support & Service Desk
Whakarongorau, Auckland NZ Telehealth Service
06.2021 - Current
IT Help Desk / Service Desk Specialist
DATAMARS LTD, Auckland
06.2017 - 06.2021
Product Specialist
CONCENTRIX SERVICES, Auckland
09.2015 - 06.2017
Graduate Diploma in Information technology - Computer Networking
National Technology Institute
Diploma in Computing -
National Institute of Information Technology
- ITIL Foundation Certification 2024
- MTA 98-366 Networking Fundamentals 2017
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