Shiva Kumar.

Led service analytics, data quality and reporting across Client Services, managing three direct reports.

• Built Python and SQL pipelines across survey, service and endpoint data, and delivered Streamlit applications and Power BI reports for operational analysis.
• Investigated duplicate device records, inconsistent serial numbers and unclear ownership by reconciling SCCM, Intune and Jamf data. Built a dedicated Streamlit asset register to support record-level checks.
• Defined approximately 40 service measures across seven transaction types and six service domains, establishing the measurement framework behind service reporting.
• Introduced LLM-assisted classification of customer comments to organise feedback into themes, with human review of the suggested classifications.
• Set team priorities across reporting, CMDB quality and automation. Coached a junior analyst to deliver a central ServiceNow asset solution within one month.

Led Microsoft 365, Zoom and Power Platform changes in an environment supporting approximately 60,000 users.

• Coordinated releases with Cyber Security, platform engineering and support teams, from testing and review to communication and handover.
• Built Power BI reports, Power Apps and workflows connected to SQL Server, SharePoint, Azure Data Lake, Dataverse and APIs.
• Set development controls for security, data access, ownership and releases. Automated administration using Python, PowerShell and Microsoft Graph.

Managed Microsoft 365 and Zoom configuration, releases, reporting and adoption.

• Established testing, rollback and support-readiness checks and worked on single sign-on, integrations and data-loss prevention.
• Removed duplicate Zoom records, standardised licensing and supported the migration from on-premises Zoom to Zoom Cloud with no service outages.
• Mentored Service Centre colleagues and produced practical support guidance.

Built deployment reporting and device-enrolment automation.

• Developed an Intune auto-enrolment solution for iPads and iPhones, with recorded outcomes of 85% fewer Service Desk calls and 62% lower hardware wastage costs.
• Built Power BI and SQL reports for deployment failures and recurring errors. Used software-asset and usage data to identify unused assets and licensing inefficiencies.
• Administered Azure, Microsoft 365, SCCM, Intune and a hybrid Exchange environment of approximately 7,000 mailboxes.

Supported a Windows 10 program serving more than 7,000 users.

• Analysed endpoint, migration and support data to identify rollout trends and resolve deployment issues.
• Designed a secure remote first-login process during COVID restrictions, removing unnecessary office visits.
• Worked with architecture, packaging and imaging teams on application and device-migration defects.

Supported development and test environments used by more than 4,000 employees and project teams.

• Coordinated network, storage, server, application and end-user-computing teams to resolve complex issues.
• Provisioned and troubleshot VMware and Hyper-V environments, software deployments, storage, DNS, DHCP and group policy.

Managed client escalations and coordinated IBM and NAB technical teams.

• Led major-incident calls across desktop, banking, network, application and infrastructure services.
• Produced daily escalation reports, identified recurring issues and created scripts and guidance to reduce repetitive support work.
• Delivered junior-staff training and received two IBM Hall of Fame awards.