Ajay Sivan
IT support Team Lead
SHARJAH,United Arab Emirates
Summary
Highly motivated and results-oriented IT Service Desk Team Lead with 20 years of experience in IT support. Proven ability to lead and motivate teams in providing exceptional technical support and resolving user incidents efficiently. Possesses strong technical expertise in troubleshooting hardware, software, and network issues, fostering a culture of continuous improvement within the service desk.
Overview
21
21
years of professional experience
2
2
Certifications
Work History
IT Support Team Lead
Dynatrade Automotive Group
02.2024 - Current
- Managing a team of IT Service Desk technicians, ensuring efficient resolution of user incidents and requests
- Providing technical leadership, troubleshooting complex issues and escalating as needed
- Implemented process improvements to enhance service desk efficiency and user satisfaction
- Monitored key metrics and reported on service desk performance
- Cultivated a positive and collaborative team environment.
IT Support Specialist
Dynatrade Automotive Group
12.2005 - 01.2023
- Provided first-line IT support to internal users via phone, email, and in-person troubleshooting
- Installed and configured operating systems, software, antivirus solutions, and security updates
- Analyzed and resolved software and hardware malfunctions, escalating complex issues to appropriate teams
- Maintained and managed the Service Directs database for efficient service delivery
- Coordinated with external vendors and telecom companies for timely service resolution
- Assisted with IT project planning, documentation, and closure activities, ensuring adherence to project goals.
Customer Support Engineer
Media Computers LLC
09.2003 - 12.2005
- Delivered comprehensive technical support for PCs, printers, and peripherals, including installation and troubleshooting
- Coordinated warranty support for hardware and software, ensuring customer satisfaction
- Provided technical assistance to clients with Windows NT/2000/2003 operating systems.
Education
Engineering Diploma in Electronics and Telecommunication (3 years) -
IETE
New DelhiSkills
IT technical Support (Hardware & Software)
Incident Management & Resolution
IT Service Management (ITSM) Principles
Network Connectivity & Support
Hardware & Software Troubleshooting
Project Management (Basic)
Help Desk Management
Incident Management
IT technical Support (Hardware & Software)
Certification
Microsoft Certified Professional - Windows 2000
Driving licenses
- UAE
- India
Languages
English (Very Proficient)
Hindi (Very Proficient)
Hindi (Very Proficient)
Timeline
IT Support Team Lead
Dynatrade Automotive Group
02.2024 - Current
IT Support Specialist
Dynatrade Automotive Group
12.2005 - 01.2023
Customer Support Engineer
Media Computers LLC
09.2003 - 12.2005
Engineering Diploma in Electronics and Telecommunication (3 years) -
IETE
Similar Profiles
Samuel DawoadSamuel Dawoad
Export Business Development at Dynatrade Automotive LLC,(Saud Bahwan Group)Export Business Development at Dynatrade Automotive LLC,(Saud Bahwan Group)
MULINDWA MAHADMULINDWA MAHAD
Picker & Packer at Dynatrade Automotive LLC SharjahPicker & Packer at Dynatrade Automotive LLC Sharjah
Krishnaprasad VKKrishnaprasad VK
IT Operations Engineer at Dynatrade Automotive LLCIT Operations Engineer at Dynatrade Automotive LLC