KMKetan Masiyava
@ketanmasiyava
End User Support leader driving efficient endpoint provisioning and VIP-ready workplace technology.
CanadaWhat I'm looking for
I am an End User Support leader with extensive experience managing deskside and field support across multi‑site, regulated, and operationally critical environments. I focus on predictable service delivery, VIP support, and improving deployment efficiency using Intune and Windows Autopilot.
I have led support coverage for organizations ranging from hundreds to thousands of users, delivered major office relocations and meeting room/AV readiness, and implemented ITSM practices with SolarWinds Service Desk and ServiceNow-style workflows. I also strengthened asset lifecycle controls and partnered with finance to realize six-figure cost savings through vendor consolidation and procurement optimization.
My technical strengths include endpoint provisioning, Microsoft 365/Azure AD, Intune/Autopilot, and meeting room/AV support, combined with hands-on deskside leadership and proven results in SLA recovery, knowledge practices, and multi-site operations.
Experience
Work history, roles, and key accomplishments
IT Support Manager
Liuna Local183
Mar 2023 - Aug 2025 (2 years 5 months)
Managed end user support for 300+ users across HQ and 5 sites, led a team of 4, and reduced device provisioning time from 4 hours to ~30 minutes by standardizing Windows Autopilot and Intune provisioning.
Service Desk Manager
Mother Parkers Tea & Coffee
Jun 2022 - Mar 2023 (9 months)
Managed multi-site end user support for 600+ users across 6 sites, implemented a walk-up Genius Bar model to improve responsiveness, and improved asset lifecycle practices to reduce avoidable spend.
Service Desk Team Lead
Crawford & Company
May 2021 - Jun 2022 (1 year 1 month)
Led a distributed support team of 11 to support 7,000+ US users, standardized troubleshooting and knowledge practices, and improved SLA recovery and incident communications.
Senior Technical Support Analyst
Raymond James Ltd
Jul 2019 - May 2021 (1 year 10 months)
Provided VIP deskside support to 1,600+ users across Canada, used ServiceNow for ticketing and knowledge contributions, and supported major incidents with rapid onsite triage.
Deskside Support Team Lead
BMO
Aug 2014 - Jun 2019 (4 years 10 months)
Led deskside support for 800+ users across Canada and US locations, managed a team of 4, and coordinated hardware refreshes, migrations, and secure asset disposal in compliance with banking requirements.
Education
Degrees, certifications, and relevant coursework
ITIL
ITIL v3 Foundation (certification), IT Service Management
Completed ITIL v3 Foundation certification; currently pursuing ITIL v4.
Unknown Institution (Diploma in Electronics Engineering)
Diploma, Electronics Engineering
Completed a diploma program in Electronics Engineering focused on foundational electronics and technical coursework.
PMBOK
PMBOK coursework, Project Management
Completed coursework in PMBOK project management body of knowledge.
Certificate in Generative AI
Certificate, Artificial Intelligence
Completed a certificate program covering generative AI concepts and applications.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
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