Desktop Support Customer Service

Promod Mathew

******@*****.*** 905-***-****

P ROFESSIONAL SUMMARY

INFORMATION TECHNOLOGY PROFESSIONAL

Experienced IT professional with varied experience. Suite of skills encompasses IT Infrastructure Support Management, User management, Exchange server management, SharePoint administration, ID Administration, Computer hardware, Software and Applications management & support, Network management, Customer service, Training and Project management. Excellent combination of technical, communications and people skills. AREAS OF E XPERTISE

Expertise in Problem and Root Cause

Analysis

SharePoint system administration

Hands on – Computer & Mobile devices

(Hardware/Software/Network) setup and

Administration

Service-desk operations, Applications

Support, Customer Service

Financial Market Support

Windows system administration, AD,

SCCM, WSUS, MDT & PowerShell

Excellent Project Coordination &

Management experience and abilities

Active Directory/Exchange server

management expertise/ Office 365

Collaboration Tools

CAREER E XPERIENCE- ( S ummary)- c l i c k l i n k s f o r d e t a i l s ID/User Administration- (Tier1) CIBC Bank Trade Floors & Level 2 Team Lead 2016- Service Desk Level 2 & LAN Admin, CIBC Bank, Toronto 2011–2016 Service Desk Administrator/2nd Level Support, Davis+ Henderson, Toronto 2009–2011 Server/Desktop Support Technician (Level-2), Enbridge Gas Distribution, North York 2008 -2009 Desktop and Server Support Technician Level 2, Metroland Media Group, Toronto 2005 -2008 Information and Technology /Training Officer, Mumbai Port, India 2000 -2005 E DUCATION & CERTIFICATIONS

Graduate Degree

MS University of Baroda, India

Diploma in Business Management

Bhavan’s College of Communications & Management, Baroda, India Certifications:

A+ Certification

Network+ Certification

ITIL V3 certification

Promod Mathew

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CAREER E XPERIENCE- ( D e t a i l s )

ID/User Administration- (Tier1) CIBC Trade Floors & Level 2 Team Lead

Leads a Team of 4 Level 2 Techs

Deals with queue management, escalations, and special/priority requests

Creates User IDs (onboarding new employees) & Offboarding

Assigns and unassigns Application access, Network share access, Troubleshoots all network resource access issues viz. SharePoint, Office 365, Skype, MS Teams, Exchange (Email /Calendar/Task etc.), Printer, and other network resources

Deals with all escalated issues from the Floor Techs, troubleshoots and resolves

Escalates unresolvable issues within SLAs to Level 3 & Vendors

Coordinates departmental IT projects, provides all IT related support, and resources

Ensures 24/7 White-Glove support to Trade Floor Executives (..back) Service Desk Level 2 Support, CIBC Bank

Dealt with all escalated issues from the front-line Helpdesk (Hardware/software/Applications/Infrastructure)

Supported all CIBC and subsidiary organizations' employees on IT related issues on Operating systems, SharePoint, Exchange issues, Applications, Network, Mobile Communication and Hardware related issues

SharePoint Administrator -Helped Site Admins on ‘how-to’ site/subsite creation, user administration, Libraries & Lists administration, moves and workflows etc.

Unresolvable issues were either escalated to the next level or fixed with the help of Outside Agencies

Participated in IT projects either jointly with other members of the group or individually as and when assigned

Contributed actively to the collective achievement of the group/team

Monitored the queue for potential issues that may cause wide-spread problems to the IT environment in the organization and alerts the Team and Management on the same

Shared awareness and knowledge on day-to-day activities of the Team and contribute to its advancement

Contributed to the Team's day-to-day working by sharing knowledge, participating in Team activities/Projects

Mentored, trained and prepared Knowledgebase for Level 1 Technicians (..back) Service Desk Administrator/2nd Level, Davis + Henderson, Toronto

Initialed, configured and administered Service-desk ticketing system (ITIL based) for the entire Company

Created Problem and Change tickets to unresolved incidents reported (Change Management)

Desk-side, Remote, on phone and email support to around 350 employees.

Created Users, Groups, Shares, Mail boxes, Modifying permissions, and related Windows administration on Active Directory.

Supported users on Networking, Operating systems, VPN Connectivity, Mobile devices (Blackberry), IP Telephony, MS Office and many custom applications

Functioned as resource person for Imaging and deployment of Desktops and Laptops for new and existing users

Conducted user training on system access, use and system security

Created Backup, Tape rotation and off-site storage of backup data

Compiled Weekly reports of incidents, problems and change tickets and presented to the Networking group meeting

Followed-up on meeting minutes with various groups, departmental heads and IT Director

Successfully managed and completed two major IT Projects (..back) Server/Desktop Support Technician (Level-2), Enbridge Gas Distribution

Installed, configured and Monitored Domain and File servers

Created Problem and Change tickets to unresolved incidents reported (Change Management)

Functioned as main resource person for Desk-side, Remote, on phone and email support to around 350 employees.

Created Users, Groups, Shares, Mail boxes, Modified permissions, and related Windows administration on Active Directory. Successfully managed and completed two major IT Projects Promod Mathew

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Supported users on Networking, Operating systems, VPN Connectivity, Mobile devices (Blackberry), IP Telephony, MS Office and many custom applications

Functioned as main resource person for Imaging and deployment of Desktops and Laptops for users

Compiled Weekly reports of incidents, problems and change tickets and presented to the Networking group meeting

Created Backup, Tape rotation and off-site storage of backup data (..back) Desktop and Server Support Technician Level 2, Metroland Media Group, Toronto

Remote, on phone, Desk-side and email Supporting around 300 users spread across GTA on Networking, Connectivity, Operating Systems (Windows NT/2000/XP/Vista), Blackberry (setup, usage and troubleshooting), Custom Applications and MS Office issues

Made routine visits to all locations for pro-active monitoring and responding to hardware (IMAC) issues reported

Created Users, Groups, Shares, Mail boxes, Modifying permissions, and related Windows administration on Active Directory

Functioned as the only Resource person for Imaging, and deploying workstations and Laptops, User training on system access, usage and System security

Administered users on POP server, Exchange Server and Web-mail server. Troubleshoot email access and related issues

Installed, configured and monitored Domain/File Servers

Made routine File Server backup as per the set plan and coordinated with Offsite/Tape storage

Conducted hands-on and remote trouble-shooting on Desktops, Laptops, Printers and Peripherals

Compiled Weekly reports to Management on incidents handled through Magic Ticketing system.

Maintained close Liaison with System Administrators and Network Administrators on deployments, updating and monitoring of hardware and software (..back)

Information and Technology /Training Officer, Bombay Port, (Mumbai) India

Functioned as the Project Manager for Computerizing Port operations from start to finish

Functioned as liaison person between Operation groups and Computer Consultants

Setup Training materials, selected Trainees, Prepared Training Schedules and conducted Class-room and Lab training across the organization

Functioned as Project coordinator for ISO 9000 Certification for the Port

Instrumental in Achieving ISO 9000 Certification for the Port

Setup Service Desk, selected, trained and evaluated Helpdesk operators

Negotiated SLAs with all departments and powerful Labor Unions

Coordinated with Vendors and internal support teams to ensure smooth operations and service delivery

Created and maintained inventory /Asset Management of IT equipment

24/7 support structure maintained and supported as required (..back)

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