An ITIL qualified proactive IT Service Manager and Service Desk Team Leader with solid Leadership and Management skills, motivated to achieve high quality results. I am able to engage with stakeholders up to board level and have the ability to build strong business relationships. I have exceptional customer skills, with a passion and attitude to deliver an excellent and efficient service of the highest standard.

IT Service Manager @ In my role as IT Service Manager, my main responsibilities include managing the day to day running of the Service Desk, act as a point of contact for all our sites carrying out remote support, site visits and dealing with all Incidents and Service Requests in a timely and accurate manner. I review and improve the operation of the Service Desk working with the Directors and Company to understand the wider IT service issues they face and propose appropriately, also introducing processes where and when necessary to make it a fundamental department within the company, which forms part of the Continued Service Improvement Process. I have responsibility for running accurate reports that are presented to board level to identify how the desk is performing as a whole, including assisting with creating the annual IT spend budget, taking into account forthcoming planned initiatives and projects. Providing a point of escalation and looking after 3rd party relationships with suppliers and providers of the IT Department, to ensure our demands are met and sufficient for our needs, whilst also being responsible for identifying potential service and technology based initiatives to drive efficiency within the company. Training and knowledge sharing is another area that I look after for the company, which I implement via the Intranet to ensure self help is available for all users of our systems and by arranging on and off site sessions with external providers. From June 2014 to Present (1 year 7 months) IT Service Technician @ In my role as IT Service Technician, I act as a point of contact for all our sites carrying out remote support, site visits and dealing with all Incidents and Service Requests in a timely and accurate manner. I also have the responsibility of running accurate reports that are presented to board level to identify how the desk is performing as a whole. Provide a point of escalation and looking after 3rd party relationships with suppliers and providers of the IT Department. Training and knowledge sharing is another area that I look after for the company. From December 2013 to June 2014 (7 months) Remote IT Support Team Leader @ As Remote IT Support Team Leader I managed the on-site Remote IT Support Engineers, ensuring at all times that the IT Service Desk has the capacity and capability to meet the requirements of aap3’s customers. I was responsible for providing a responsive and professional primary point of contact and resolving customer incidents and requests (in-line with ITIL Best Practice) to a pre-defined SLA. I was responsible for a team supporting and maintaining our customers IT systems and providing efficient remote technical support, resolving any IT-related faults, queries and requests quickly and efficiently. My team are the central point of contact for aap3’s range of services including Global 24/7 Remote Support, Engineering Dispatch, Desktop Management Services and NOC Services. • Work in conjunction with Human Resources, successfully recruiting replacement and additional members of the team • Manage members of Service Desk team on a day-to-day basis, including conducting regular performance review meetings with direct reports • Provide meaningful and accurate service level reporting in a timely manner • Review and improve the operation of the IT Service Desk as a whole and in particular the incident process • Troubleshoot incidents using IT supplier and/or third party knowledge databases as well as the known error and workaround database • Initiating an escalation where incidents are not being dealt with appropriately or where a breach of SLA is likely • Closing incidents which have been resolved, ensuring that the user is content that the resolution has fixed the issue and that the service they have received has been satisfactory • Assigning the appropriate priority based on impact and urgency criteria as agreed with the business • Handling service requests, queries and customer feedback • Advising Problem Management where incidents require arbitration • Detecting possible problems, i.e. recurring incidents, and alerting the Problem Management process. From August 2013 to November 2013 (4 months) Birmingham, United Kingdom1st/2nd Line Service Desk Analyst @ In my role at the NFU Mutual I took on a more responsible and senior role, where the skills I utilise are customer focus, communication, building effective relationships, adaptability, time management, organisation and innovation. I am very personable and have a positive and professional attitude which has enabled me to become a key member of the team and have been entrusted with many additional responsibilities. • Working as part of a service desk handling over 650 calls a day assisting 5000 users • Logging calls with adequate and accurate information, to allow 3rd Line support to resolve incidents in a timely manner • Acting as 2nd line support to resolve technical incidents/service requests • Creating and modifying Model Incidents to ensure prompts are available to log all calls in the correct manner, with the relevant information • Coaching colleagues on best practice and leading by example • Providing a training plan for all new starters • Carrying out quality checks and reviews on team performance • Providing feedback to colleagues where developmental opportunities have been identified • Organising shift rotas to ensure adequate cover is provided at all times • 1st point of contact to handle complaints and provide cover and escalation in the Team Leaders absence • Ensuring SLA’s & KPI’s are adhered to, such as first time fix rates and call pick up times • Creating reports to identify trend analysis and providing ad hoc stats for Senior Management • Implementing positive changes to improve the service provided by the IT function • Conducting face to face visits to resolve issues • Liaising with 3rd line support and 3rd party suppliers From September 2007 to August 2013 (6 years) IT Helpdesk/Service Desk Teamleader @ • Hands on Team Leader managing a team • Carrying out performance reviews and creating staff rotas • Motivating team members to achieve high quality standards and KPI’s • Identifying strengths and development within the team to ensure tasks are allocated accordingly • Recruitment activities such as advertising, interviewing & vetting in a cost effective way • Keeping up to date with technological advancements to support creation of business strategies • Providing training support to team members to assist with their development • Analysing and evaluating call trends, in order to eliminate any reoccurring issues • Weekly and monthly reporting designed for high level audiences • Created SLA’s and policies & procedures that were all in line with SOX audit regulations • Providing IT support to 7000+ users which included networking, Voice and Data Issues and PC Hardware Support across the UK and Europe. • Liaising with other IT teams and 3rd parties in order to resolve issues promptly • Dealing with users of all levels including non technical users and difficult users • Implementation of positive ideas across the team • Promoting IT security policies to ensure the business was up to audit requirements standards From October 2002 to September 2007 (5 years) Birmingham, United KingdomHelpdesk Incident Handler / Manager @ • Providing 1st/2nd line support for a major investment bank • Resolving user related issues with a high first time fix rate • Identifying call trends • Escalation of high priority issues • Providing training for new recruits From October 2001 to October 2002 (1 year 1 month) Birmingham, United Kingdom

BA(Hons) Business Information Studies @ University of Central England From 1999 to 2001 Bachelor of Technology (BTech), Information Technology @ South Birmingham College From 1994 to 1997 GCSE @ Archbishop Ilsley From 1989 to 1994 Nilesh Mistry is skilled in: Service Delivery, IT Service Management, Sla, ITIL, Service Desk, Help Desk Support, Incident Management, Project Delivery, IT Management, Active Directory, Service Management, Disaster Recovery, Outsourcing, Citrix, Change Management