Jaswinder Gill

Service Delivery Manager at MACS
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Contact Information
us****@****om
(386) 825-5501
Location
West Bromwich, England, United Kingdom, UK

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5.0

/5.0
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I worked alongisde Jas for a period approaching two years. Jas's role at the time encompassed leading a team ranging from four to six people, for a transition project from an incumbent supplier across to Logica UK. This presented several challenges and I was witness to how Jas approached the task in hand. Jas has an excellent and fine tuned technique of soliciting requirement details. On this particular project, I was able to see that Jas was able to apply this skill by extracting out some detailed background notes of the existing infracstructure and environments to help ensure a very smoot transition. In addition to his normal duties, Jas took on the management of a new office that had been set up to aid in the transition project. Given that this was a secure project and access to the office and environments had to be strictly controlled, Jas was able to do this very ably - attested by security reviews of the operational environment giving it the all clear. Whenever he had the opportunity to do so, Jas was able to demonstrate sound technical skills - culminating in several complex Linux shell and awk scripts being deployed to the live support environment. I would certainly recommend Jas as sound, stable individual and good team player to potential employers/projects.

Tim Rance

Jas worked for 3i as part an application development team provided by Logica. I found Jas to be a capable developer who consistently delivered to my expectations. Jas is easy going and is straightforward to work with.

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Credentials

  • Introduction to Data Science
    LinkedIn
    May, 2023
    - Nov, 2024
  • Enhance Your Productivity with Effective Note-Taking
    LinkedIn
    Apr, 2023
    - Nov, 2024
  • Excel Essential Training (Microsoft 365)
    LinkedIn
    Mar, 2023
    - Nov, 2024
  • How to Learn Faster
    LinkedIn
    Mar, 2023
    - Nov, 2024
  • IT Service Management Foundations: Change Management
    LinkedIn
    Mar, 2023
    - Nov, 2024
  • IT Service Management Foundations: Problem Management
    LinkedIn
    Mar, 2023
    - Nov, 2024
  • Intro to Service Management with ITIL® 4
    LinkedIn
    Feb, 2023
    - Nov, 2024
  • IoT - Maximo Introduction and Overview
    IBM
    Jun, 2022
    - Nov, 2024
  • APM Introductory Certificate in Project Management
    Association for Project Management
    Feb, 2011
    - Nov, 2024
  • ITIL version 3 Foundation Examination
    ISEB Qualification from BCS
    Mar, 2010
    - Nov, 2024
  • Prince2 Foundation Examination
    Office of Government Commerce
    Sep, 2004
    - Nov, 2024
  • CCENT
    CISCO
    Apr, 2012
    - Nov, 2024

Experience

    • Netherlands
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Service Delivery Manager
      • May 2022 - Present

      Help establish a professional L2/ L3 service desk for key MACs contracts. Manage teams to set and achieve user expectations whilst providing a valued service through user experiences. Ensure BAU activities though, process definitions, Change, Incident and Problem management. In the first 6 months I refocused the primary contract's team to reduce their 173 support calls to under 10 active calls. Currently, managing 4 teams. 3 in product support and 1 infrastructure team, totalling 18 staff. This is expected to grow as TLs and other key staff are recruited. Show less

    • United States
    • Financial Services
    • 700 & Above Employee
    • Application Managed Services - 3rd Line
      • Jan 2022 - May 2022

      Employed at Fleetcor European Ltd manages to help support Incidents and Request for the Global Fleet Network (GFN) application. The product managed fuel cards and resulting transactions for a large customer base. Taking into account various pricing rules and promotions. From the 70 calls assigned I created 40 Change Requests using TSQL scripts, deployed to Non-production environments and then Production, following a successful business signoff. I transferred 8 calls to more qualified staff due to only having limited exposure to the products features. Show less

    • United Kingdom
    • Construction
    • 700 & Above Employee
    • Enterprise - Principal Application Support Engineer
      • Dec 2020 - Dec 2021

      Interserve sold off its Support Services business to Mitie during 2Q 2020. This resulted in 50% of the team moving to Mitie during 4Q 2020. A 12-month program to migrate systems and build a lean cloud base offering for a much smaller Interserve Construction Business. I work with the Destination December team to support all migration activity including decommission work which followed as a result. As part of the TSAs I continue to provide supporting activities to Mitie systems. This project is now in its final stages where all work will conclude by mid Dec 2021. Show less

    • United Arab Emirates
    • Industrial Machinery Manufacturing
    • 1 - 100 Employee
    • Enterprise - Principal Application Support Engineer
      • Dec 2018 - Dec 2020

      Main goals: TL the enterprise App support team which now encompassed the DBAs and SP/ M365 developers. Maintain call queue standards shown earlier. To technically manage the failing support services team to strengthen, increase moral and reduce their call queue from 300 to below 100. To manage the LANDesk IMSD system after the departure of the support team. Directed the DBA team using daily stand-up meetings and code review processes. Managed SIP work through Trello Kanban boards. Encouraged DBAs to automate routines. Devised scripts to snapshot to aid investigations. Create shift rotas to ensure business and project support and OOHs work. Made myself available to the development teams as and when issue arose. Learnt the LANDesk schema to analyse team call stats and perform trend analysis. Used information to manage call allocations to the team in critical care. Created scripts in PS and T-SQL to assist the team reduce their 3hr morning checks to less than 30 min. Recruited and trained staff to strengthen the team dynamics. Managed all major incidents and guided staff to resolution. Faced off to Incident Manager and Problem Manager support team efforts. Investigated and stabilised the 360 system to then handover to staff. Recreated admin schedules on ReadSoft to aid Apps and business to stabilise data feeds to Dynamics. Increased LANDesk knowledge to manage multi domain network ids linked to users’ accounts. Removed data ambiguity. Adjust the Object model to create new object relationships. Scheduled tasks to extract reference data for periodic reviews. Re-engineered system queries to make more performant. Standardise naming conventions. Create and promote LANDesk dashboards to other IT teams. Manipulate data to work correctly in poorly written screens. Promoted use of hierarchical data. Create data feeds from LANDesk to reporting solutions. At point of leaving the Support Services App team their team was to full strength and the call queue was circa 50 – 80 Show less

    • United Kingdom
    • Construction
    • 700 & Above Employee
    • Group - Principal Application Support Engineer
      • 2015 - 2018

      Interserve acquired Initial Rentokil and their CAFM systems. A new ‘Group’ division Enterprise application support team was created. I was one of 2 Principal Engineers to support the line manager across three functional teams: Application support, DBAs and the CAFM Environments team. Understand and drive improvements across the three functions for existing systems. Learn, transition and support new corporate applications from embedded Business Support teams to the Group IT department. Built rapport with business users and promoted services. Performed manual morning checks, basic DBA activities: Backup & restore, Log shipping, maintenance tasks and migrate on prem solutions to Azure to take advantage of better cost-based systems.Main Technologies: MS Windows, Azure, MS-SQL, T-SQL Show less

    • Support Services - Application Support Team Leader
      • 2012 - 2015

      Main goal:Objective to stop shadow IT and transition systems into IT and grow the Apps portfolio. Help expand team structures to house SharePoint, App support, DBAs and environments team managed by two Principal engineers and an Apps Manager.Worked with service delivery managers to identify candidate systems. Stakeholder and business engagements to discussed IT benefits. Managed full and partial transitions. Recruited and trained staff to support non CAFM systems. Managed documentation and baselined applications and their servers. Understood business impacts, timings and maintenance windows to provide better support through SIP work.Grow the team to fill capacity and skills shortages. Collaborate with other teams with technical and procedural endeavours. Collaborate with Infrastructure team regarding server and domain access matters to stabilise the SQL estate.Introduce call management practices, later adopted by SD. Push changes in the new LANDesk IMSD tool. Create reporting structures. Offer guidance to supporting staff to make the system more usable and future proof changes.IT restructure to merge divisional IT teams into Interserve Group, in 2018. The period saw a number of departures. My role expanded as only one Principal engineer was retained. Show less

    • Support Services - Application Support Analyst
      • 2011 - 2012

      Joined Support Services apps team to support Computer Aided Facility Management (CAFM) systems. Learnt the Maximo, Planet, Jyris, Mentor CAFM systems and provided support for Dynamics AX09, ReadSoft and Resource Scheduler. Provided call management and business support services to team. Worked in a team of 6 without any formal training. Used available documentation, the team and user community to build system knowledge.Identified inherent issues with ReadSoft causing major impacts to business. Worked with the vendors to understand the workflows and available system functions. Trained business users to better understand their product and to become more self sufficient. Show less

    • IT Services and IT Consulting
    • 100 - 200 Employee
    • IT Consultant - MoJ SUPS DISC- Government
      • 2008 - 2011

      Part of the transition team for a major government project transition from a competitor, EDS. Ensured effective knowledge transfer of all applications and systems encompassed within SUPS. Helped setup new premises infrastructure for the support and development teams. Coached graduates to form a service desk for the phased transitioned services. Built business rapport with the new clientele and established a line of communication. This included 215 courts using the SUPS systems with pre-existing issues.Lead the initial support teams while TUPE process was triggered. Finally settling in a team leading role on the FMAN system (Family Law) to perform DevOps activities using Java, JavaScript, HTML and CSSMain Technologies: UNIX, MS Windows, Oracle, PL-SQL, Bourne shell, C shell, Java, JavaScript, HTML, CSS, XML Show less

    • IT Consultant - Punch Tavern- A food and beverage
      • 2005 - 2008

      A 6month placement to maternity leave. Assigned to support all customer applications. Resolved client issues by admin screens or co-ordinating efforts with other 3rd party suppliers. Monitored completion/ recovery of overnight batch jobs, prior to the business starting each morning.Assignment increased to support wider applications including the accounts departments. Became SME in the J D Edwards accounting system and the associated environments. Main Technologies: MS Windows, T-SQL, batch coding Show less

    • IT Consultant - 3i - A capital investment bank
      • 1997 - 2005

      A DevOps role to the bespoke accounting system. Required to learn the programming language and support the ‘Broker Ledger’ system and dealers after a 2-week period. Initial goal to stabilise the system through reengineered coding practices. I developed a coding standard to make the code more maintainable with auditing details. Later, these were adopted by the other subsystems IAA, Treasury and Cashbook. I became the technical team leader on GASP within a year and later a Project Team Leader for the larger scheduled projects.Key projects: Millennium code changes European Monetary Union changes, ETLS scripts to Data warehousing for Business Object reporting and system migrations to off the shelf products.Main Technologies: MS Windows, UNIX, Oracle, MS Access, PL-SQL, Bourne Shell, C Shell, UNIFY/ACCELL, C#, Batch coding Show less

    • United States
    • Construction
    • 700 & Above Employee
    • Project applications support and development
      • Sep 1994 - May 1997

      Recruited to the Project Applications Group which provided support and bespoke applications to various Engineering functions. Complete a 3-year postgraduate IT training program, which seconded me to IT and Engineering departments to assist staff in daily functions and supported their IT needs. Gained knowledge in Environment setups, Infrastructure support, Training support, Engineering application support: CAD and calculation application support. Accepted a developer role to provide bespoke programming solutions to internal engineering departments through projects, using the available tools employed by the project clients. Main Technologies: UNIX, VMS, MS-Windows, MS Access, Oracle RDMS, Oracle Reports, Oracle Forms, PL-SQL, Bourne shell, C shell, Visual Basic, C#, Batch coding Show less

Education

  • De Montfort University
    MSc, Information Technology,
    1993 - 1994
  • Coventry University
    BEng (Hons), Electrical and Electronic Engineering
    1989 - 1993

Community

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