Quality Assurance Technical Support

Thomas A Philipose

****, ******* ******* ● Mississauga ● ON L5M 6Y2

Tel.:647-***-**** ● Email: *******.*********@*****.***

Profile

Dynamic and resourceful IT Support Professional recognized for excellent technical support

performance in a variety of desktop operating systems, hardware components and IT network

peripherals seeking to work as IT Technician.

Summary of Qualification

• Over ten years hands-on experience in technical support in manufacturing industry

• In-depth knowledge of software, hardware, networking, Windows OS, thereby providing

tangible solutions

• Self-directed, confident professional with effective troubleshooting, customer relations,

interpersonal and leadership skills

• Passion to learn new technologies

• Ability to work under pressure and meet tight deadlines consistently

• Professional communication skills include fluency in English

Technical Skills

Hardware Desktops, Laptops, Windows Servers, Dell or HP

: Servers/workstations, HP Thin Clients

Software: Windows OS XP/7/8, MS Office 2003/2007/2010, Windows Server

2008, Exchange Server, ISA Server, Linux SME Server, Linux Firewall,

VPN and Client/Server Applications

Protocols DNS, HTTP, IMAP/POP3, SMTP, LDAP, DHCP

:

Professional Experience

Staff Management (SMX)– Amazon Fulfillment Inc., Mississauga Oct 2013

Warehouse Associate

GEDAC Electric –Gulf Electrical Distribution Apparatuses Co. Ltd. 1993 – 2013

Licensee of General Electric – Industrial Systems

Manufacturer of low and medium voltage electrical distribution boards and switchgears

IT Administrator 1997 – 2013

• Managed multiple servers running on Windows 2003, 2008 & Novell NetWare platforms

with 150+ users on a Local Area Network

• Managed user accounts ensuring appropriate levels of security are maintained while

enabling users to complete their work effectively

• Participated in ERP implementation project supporting functions related to IT department

• Applied business/technical support concepts to analyze application problems and resolve

complex issues that had strategic impact

• Developed centralized, efficient methods for managing end user systems to minimize

downtime

• Investigated and resolved complex problems related to supported technologies

• Applied business/technical support concepts to ensure continuous flow of information

Thomas A Philipose *******.*********@*****.*** Tel.: 647-***-****

• Prepared sites for Audio/Visual presentation for GE Seminars & Product schools

• Prepared department budgets and was responsible for purchasing new services,

hardware, software, and other IT supplies

• Provide training to users for new software provided by the parent company including

operating systems and applications

• Established data backup system to archive business data regularly and keep updated data

backups in a secure, off-site location

• Managed IT asset inventory accurately and software licensing compliance with regular

updates to software vendors using software asset management

Accomplishments

Setup centralized Technical storage server to consolidate engineering drawings and

technical documents with regular backup. This reduced engineering cost in terms of

man-hours and operation cost up to 40%

Setup centralized enterprise server to protect the network and end-users from spam

and virus infection, which reduced IT support engagements by 60%

IT Support 1993 – 1997

• Managed user complaint and follow timely resolution of all work orders; identify and

escalate priority issues

• Managed server & PC software installation, configuration, diagnostics & hardware

troubleshooting, remote monitoring, installation of hubs, switches etc.

• Technical support, manage, add or change user profiles on Active Directory

• Managed and created new email accounts

• Maintained inventory of PC components and prepared track list of all IT peripherals

• Ensured all system software were upgraded by installation of new software

releases, evaluated and installed patches

• Upgraded existing systems, identified requirements and implemented solutions

EMCO Ltd., 1990 – 1993

Computer Operator

• Resolved problems, desktop support and escalated complex issues to Supervisor

• Participated in the design, development and implementation of Financial

Accounting package, Mail package, Inventory & Payroll packages in FoxPro

• Administrated Local Area Network

• Performed maintenance duties, continuous upgrading and installing patches

EDUCATION

• Bachelor of Commerce 1989

University of Mumbai

• Programming with Microsoft Visual Basic.Net 2003

New Horizons Computer Learning Center, Jeddah. KSA

CERTIFICATION / TRAINING

• CCNA Dec 2013

Cisnet.ca

• Workplace Communication in Canada Program (WCC) Oct 2013

Ryerson University

Thomas A Philipose *******.*********@*****.*** Tel.: 647-***-****

• Six Sigma Green Belt Certification 2010

Asian Institute of Quality Management, Pune. Maharashtra INDIA

(Accredited to ASCB (Europe) Limited – U.K.)

• OHSAS 18001 Appreciation and Interpretation Course 2009

Lloyd’s Register Quality Assurance Limited

71 Fenchurch street, London EC3 4BS

• ISO 14001 Appreciation and Interpretation Course 2009

Lloyd’s Register Quality Assurance Limited

71 Fenchurch street, London EC3 4BS

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