Koshy Mathew Vaidyan
Mumbai Maharashtra
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented Job Title with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Astute Job Title with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Support Engineer
KUWAIT NATIONAL PETROLEUM COMPANY
08.2023 - Current
- Installed, configured and maintained computer systems and network connections.
- Delivered end-user training on new technologies, increasing adoption rates among employees.
- Monitored system performance to identify potential issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Translated complex technical issues into digestible language for non-technical users.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Offered assistance in implementing and developing training programs.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Tested new software and hardware prior to deployment.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Enhanced network security with regular vulnerability assessments and prompt patch installations.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Promoted efficiency among departments with prompt resolution of system issues.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Created user accounts and assigned permissions.
- Documented support interactions for future reference.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted in the development of IT policies, procedures, and best practices to maintain a secure computing environment.
- Helped streamline repair processes and update procedures for support action consistency.
- Configured hardware, devices, and software to set up work stations for employees.
- Monitored systems in operation and quickly troubleshot errors.
- Assisted in development of system security protocols.
- Safeguarded sensitive data with rigorous backup strategies and disaster recovery plans.
- Patched software and installed new versions to eliminate security problems and protect data.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Established strong relationships with vendors, negotiating contracts for cost-effective hardware and software solutions.
- Responded promptly to incoming sales leads and requests for technical support.
- Developed customized scripts to automate repetitive tasks resulting in increased efficiency within the IT department.
- Configured hardware and granted system permissions to new employees.
- Used ticketing systems to manage and process support actions and requests.
- Assisted with updating technical support best practices for use by team.
- Collaborated with cross-functional teams to ensure seamless integration of new systems and technologies.
- Streamlined software deployment by automating installation processes for various applications.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Installed and configured operating systems and applications.
- Supported company growth through strategic planning of IT infrastructure expansions aligned with organizational objectives.
- Configured and tested new software and hardware.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Developed and implemented preventive maintenance procedures.
- Generated reports to track performance and analyze trends.
- Contributed to cost savings by identifying opportunities for process improvements within the IT department.
- Worked well in a team setting, providing support and guidance.
- Delivered services to customer locations within specific timeframes.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in a team environment.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Gained strong leadership skills by managing projects from start to finish.
- Organized and detail-oriented with a strong work ethic.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Proven ability to learn quickly and adapt to new situations.
- Developed strong communication and organizational skills through working on group projects.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
IT Officer
Datamatics Business Solutions
12.2019 - 02.2023
- Optimized server capacity by consolidating resources and virtualizing servers where necessary.
- Led successful migration of company data to cloud-based storage systems for increased accessibility and security.
- Helped integrate remote work capabilities into existing infrastructure during COVID-19 pandemic while maintaining high levels of security.
- Collaborated with cross-functional teams on various projects, ensuring seamless integration of IT solutions.
- Implemented disaster recovery plans to minimize downtime during critical situations.
- Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
- Guided organizational technology strategy and roadmaps.
- Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Created comprehensive documentation on IT policies, procedures, and troubleshooting guides for easy reference by staff members.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Created and terminated user's accounts from start to finish in business applications.
- Developed custom applications to automate routine tasks, saving time and increasing productivity levels within the organization.
- Oversaw development and implementation of improvements to support network operations.
- Understood key product management roadmap objectives and requirements to develop product technology strategy.
- Wrote strategic business plans outlining need for departmental information technology resources.
- Upgraded outdated systems with modern technology, enhancing overall performance and reliability.
- Coordinated secure system access of users to various department systems and platforms.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Demonstrated familiarity with latest hardware, software and networking technology.
- Improved system efficiency by implementing new software and hardware solutions.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Implemented robust data backup strategies, safeguarding crucial information from loss or corruption.
- Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
- Oversaw IT department operations and training.
- Implemented and maintained technology and software budget.
- Maintained 24/7 availability for critical system support issues ensuring minimal disruption to day-to-day operations.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Developed and maintained company intranet, streamlining internal communication processes.
- Managed vendor relationships, negotiating contracts to secure cost-effective solutions for the company''s IT needs.
- Managed life cycle replacement of hardware and software.
- Assessed user needs and provided tailored training sessions for improved technological competency across departments.
- Streamlined helpdesk operations through the development of efficient ticketing systems and workflows.
- Oversaw daily performance of computer systems and immediately responded to Type issues to keep network up and running.
- Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
- Customized and repaired technology based on staff requests.
- Conducted regular system audits for compliance with industry standards and regulations.
- Managed network security protocols to ensure sensitive data protection and prevent cyber attacks.
- Communicated regularly with customers concerning data exchange and technology integration.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Worked flexible hours across night, weekend, and holiday shifts.
- Developed strong communication and organizational skills through working on group projects.
- Learned and adapted quickly to new technology and software applications.
- Gained extensive knowledge in data entry, analysis and reporting.
- Proved successful working within tight deadlines and a fast-paced environment.
- Worked effectively in fast-paced environments.
- Organized and detail-oriented with a strong work ethic.
- Proven ability to develop and implement creative solutions to complex problems.
- Skilled at working independently and collaboratively in a team environment.
- Resolved problems, improved operations and provided exceptional service.
- Self-motivated, with a strong sense of personal responsibility.
- Developed and maintained courteous and effective working relationships.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Identified issues, analyzed information and provided solutions to problems.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Demonstrated leadership skills in managing projects from concept to completion.
- Adaptable and proficient in learning new concepts quickly and efficiently.
IT Analyst
Euro Garages
02.2014 - 09.2019
- Monitored employee tasks to gauge business functions and inefficiencies.
- Organized system operating procedures to strengthen controls.
- Re-engineered existing computer systems to promote ease-of-use and improve system security.
- Contributed to continuous improvement initiatives by staying current on industry trends and emerging technologies.
- Enhanced and reconstructed computer systems to increase efficiency.
- Offered input for complex documents to support client-ready final versions.
- Presented business leaders with ROI estimations to drive project planning.
- Investigated system issues and implemented resolutions to reduce downtime.
- Evaluated vendor proposals to determine best-fit technology solutions aligned with company objectives.
- Assisted in budget planning, recommending cost-effective hardware and software solutions for company-wide use.
- Streamlined IT processes by implementing automation tools and reducing manual effort.
- Increased productivity with tailored training programs designed to improve employee proficiency in key software applications quickly.
- Mentored junior staff within the IT department, guiding career growth through hands-on training exercises and constructive feedback sessions.
- Improved user experience, monitoring feedback and making necessary adjustments to software applications.
- Optimized system performance by conducting regular audits and resolving identified issues.
- Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
- Researched and adopted new technologies to add value to existing offerings.
- Educated stakeholders on data protection tactics to reduce breaches.
- Developed diagrams to describe and lay out logical operational steps.
- Reduced risk exposure by ensuring compliance with industry standards and regulatory requirements during system design phases.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Developed comprehensive disaster recovery strategies that ensured business continuity during unexpected events or system failures.
- Collaborated with cross-functional teams to ensure timely project delivery and client satisfaction.
- Participated in internal audits regarding quality management system.
- Troubleshot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.
- Assessed business requirements to create focused solutions.
- Enhanced data security with the implementation of robust encryption algorithms and firewalls.
- Improved systems with addition of new features and infrastructure.
- Provided backup and assistance for administration of physical and virtual server infrastructure and storage area networks.
- Championed change management efforts to drive adoption of new technology systems across the organization smoothly.
- Boosted efficiency through the creation of detailed documentation, streamlining onboarding for new team members.
- Decreased downtime by proactively identifying potential IT issues and implementing preventative measures.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Provided expert support, troubleshooting complex technical problems for end-users in a timely manner.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Identified issues, analyzed information and provided solutions to problems.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Strengthened communication skills through regular interactions with others.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Resolved problems, improved operations and provided exceptional service.
- Gained strong leadership skills by managing projects from start to finish.
- Organized and detail-oriented with a strong work ethic.
- Excellent communication skills, both verbal and written.
- Provided professional services and support in a dynamic work environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Developed strong communication and organizational skills through working on group projects.
- Worked flexible hours across night, weekend, and holiday shifts.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked effectively in fast-paced environments.
- Enhanced interfaces to promote better functionality for users.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
- Installed system updates to address vulnerabilities and reduce security issues.
- Collaborated with upper management to drive strategy and implement new processes.
- Administered and maintained anti-virus and anti-malware software on end-user computing devices.
- Developed custom solutions for clients, tailoring technical specifications to meet unique needs.
Education
Bachelor Of Engineering Technology - Computer Engineering
University of Hertfordshire
Hatfield Hertfordshire England United Kingdom 06.2020
Bachelor Of Engineering Technology - Electrical, Electronics And Communications Engineering
University of Hertfordshire
Hatfield Hertfordshire England United Kingdom 06.2020
Skills
- Software Upgrades
- Component Replacement
- Appointment Scheduling
- Help Desk Support
- Microsoft Outlook
- Access Management Software
- Software diagnosis
- Analytical and Methodical
- Hardware and Software Repair
- Equipment Inspection
- Application installations
- ITIL Knowledge
- Incident Management
- Hardware upgrades
- Project Coordination
- Security Protocols
- Disaster Recovery Planning
- Auditing Service Requests
- Information Protection
- Storage Area Networks
- Microsoft Office Specialist (MOS) Expert
- Technical Support
- Organizational Skills
- Mac systems
- Product Troubleshooting
- Device Installation
- Support SOP Writing
- VPN Configuration
- Inventory Procedure Documentation
- Desktop support
- System optimization
- Teamwork and Collaboration
- Problem-Solving
- System Administration
- Access issue resolution
- Performance Testing
- System Maintenance
- Information Security
- Configuration Management
- Active Listening
- Technical issues analysis
- Customer Success Management
- Collaborative Team Player
- Software Patches
- Support Services
- Application support
- Complaint resolution
- Ticket management
- Service Schedule Coordination
- Attention to Detail
- IT Documentation
- Equipment Repair
- Troubleshooting Network Issues
- Staff education and training
- Supply Management
- Network Security
- Laptop Servicing
- Ticket support system management
- Hardware and Software Configuration
- Patch management
- Wireless Networking
- Account Management
- Call Management
- User credential management
- Database Management
- Systems Analysis
- System Configuration
- Customer Communication and Empathy
- Software Evaluation
- Network Troubleshooting
- Remote Desktop Support
- Business Development
- Issue Troubleshooting
- Data Recovery
- Report Preparation
Certification
ITIL 4 Certificate
Microsoft Ms 102 certificate.
Lean Sigma White Belt
Data Science Certification
Timeline
IT Support Engineer
KUWAIT NATIONAL PETROLEUM COMPANY
08.2023 - Current
IT Officer
Datamatics Business Solutions
12.2019 - 02.2023
IT Analyst
Euro Garages
02.2014 - 09.2019
Bachelor Of Engineering Technology - Computer Engineering
University of Hertfordshire
Bachelor Of Engineering Technology - Electrical, Electronics And Communications Engineering
University of Hertfordshire
ITIL 4 Certificate
Microsoft Ms 102 certificate.
Lean Sigma White Belt
Data Science Certification
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