Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Yash Madnani

Wellington,WGN

Summary

Results-driven IT professional with over 12 years of experience in the technology sector, specializing in IT service management, cloud solutions, and DevOps practices. Trained in ITIL v4, I excel in optimizing processes and enhancing service delivery. Proficient in Microsoft Azure, I leverage cloud technologies to drive operational efficiency and scalability.

Overview

17
17
years of professional experience

Work History

Application Support Manager

Fisher Funds (Kiwiwealth Ltd)
08.2022 - Current
  • Responsible for assisting with day-to-day operation, support and monitoring of applications
  • Serve as the primary coordination point for PaaS releases across Kiwi wealth & FisherFunds group and 3rd parties for Release Management
  • Track and drive through resolution of underlying causes of incidents in a common and linked call management system
  • Working with software developers and software engineers to ensure that development follows established processes and works as intended for smooth running of DevOps responsibility
  • Collaborating & acting as a bridge between Developers & operations teams/stakeholders to ensure that software development processes run smoothly
  • Ensure critical IT processes are well documented and understood
  • Document any known application issues and associated work arounds
  • Acting as an administrator
  • Responsible for the day-to-day management, administration, and reporting of the Atlassian tools such as Jira, Confluence, MS Azure, and other FisherFunds Applications

Application Support / Solution Delivery Specialist

Impac New Zealand Ltd
06.2021 - 08.2022
  • Work directly with customers to troubleshoot and resolve application/system issues efficiently to drive customer satisfaction
  • Report bugs and features ensuring they are clearly documented and submitted via the Zendesk
  • Collaborate with tester, developers and management to reduce defects and improve overall product/system performance
  • Contribute to customer self-help guides by building relevant knowledge base content
  • Constantly involved in configuration of the Risk Manager Application for major clients like DOC, MFAT, NZTA, Dept of Corrections

Second in Command (2IC) - Service Desk

Fujitsu New Zealand Ltd
05.2018 - 05.2021
  • Demonstrate effective team management and leadership skills to lead a small IT team responsible for helpdesk services
  • Acting in place of the Team leader in his absence
  • Data Analysis and reports management
  • Maintain records of all calls and log reported incidents and requests using a standard IT Service Management tool
  • ICT troubleshooting for users via telephone & email
  • Co-ordinating with other teams such as Server, Database, Network and Messaging
  • Major Incident Management

Technical Support Specialist

Concentrix NZ Ltd
10.2016 - 05.2018
  • Diagnose a customer’s technical enquiry & resolve a customer’s technical request, when possible, in a single telephone call using troubleshooting protocols
  • Handle enquiries from customers via the telephone using appropriate telephone manner
  • Actively listen to customer enquiries and provide the customer with appropriate technical and/or operational solution
  • Escalate customer enquiries to other departments in a timely manner

Outbound Service Advisor

Kiwibank Ltd
09.2015 - 09.2016
  • Utilizing the features and tools sets available in SharePoint to analyze, develop and implement solutions to support the needs of the business
  • Preparing and maintaining detailed and accurate MIS reports on daily on SharePoint & Excel
  • Surpassing my personal KPIs and supporting the team to meet its service level agreements
  • Providing financial solutions to Kiwibank end-users like Home Loan, Term Deposit

IT Research Analyst

American Express India
04.2008 - 05.2014
  • Develop and provide detailed and effective business plans to deliver client objectives and expectations
  • Manage and deliver all clients reporting requirements; MI, financial, service levels and customer service delivery
  • Working as a subject matter expert (SME) helped on sales, reconciliation, SOX guidelines for Traveler’s Cheques and plastic products sold by various U.S, Canadian banks and Small credit unions
  • Conducted monthly & weekly analysis of MIS data regarding unresolved exceptions, identifying trends and overall customer group

Education

Diploma in Advanced Software Development -

Computer Power Plus
Wellington, NZ
05.2016

Master’s in Business Administration -

RDIAS
New Delhi, India
05.2007

Skills

  • Operating Systems: Windows (XP, 7, 8, 10), Mac OS X
  • Software Applications: SQL Server Management Studio (SSMS), MS Azure, SharePoint, ServiceNow, Microsoft Office Suite, Visual Studio (2008 & 2012), Siebel, Intouch, Salesforce, Atlassian tools
  • Databases: MS Access, MS Excel, MySQL

Accomplishments

  • Completed ITIL v4 Foundation course.
  • Received various rewards and appreciations at Fujitsu.
  • Promoted to higher team member at Concentrix NZ Ltd.
  • Awarded Top Sales performer at Kiwibank (05/01/16).
  • Achieved the Blue box value championship award at American Express.

Timeline

Application Support Manager

Fisher Funds (Kiwiwealth Ltd)
08.2022 - Current

Application Support / Solution Delivery Specialist

Impac New Zealand Ltd
06.2021 - 08.2022

Second in Command (2IC) - Service Desk

Fujitsu New Zealand Ltd
05.2018 - 05.2021

Technical Support Specialist

Concentrix NZ Ltd
10.2016 - 05.2018

Outbound Service Advisor

Kiwibank Ltd
09.2015 - 09.2016

IT Research Analyst

American Express India
04.2008 - 05.2014

Diploma in Advanced Software Development -

Computer Power Plus

Master’s in Business Administration -

RDIAS

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