Technical Support Help Desk

Sajan Thomas

**** ********* *****, ********, ** *7363. 423-***-****.

*****.******@*****.***

. IT Professional with over 10 years of experience that holds an

Associate of Applied Science in Computer Information Systems and

Master of Arts Degree in Economics.

. Extensive experience in providing desktop, application, software,

network and remote support in large environments.

. Experienced in database queries and data manipulation.

. Ability to serve as a team lead.

. Proficient in technical support to printers, scanners and PCs.

. Experienced in updating and managing software to ensure optimum

productivity.

SKILLS A+ trained, Network Administration trained, Windows, Word,

Outlook, Excel, Power Point,

Anti-virus software, Lotus Notes, Firefox, Thunderbird and MSSQL.

EXPERIENCE KENCO Management Service. Chattanooga, TN

Application Support

4/2014 - Present

Provide support to Warehouse Management Systems - (WES and

CWIC) for remote sites, service the Help Desk tickets for

Data issues, problems with user profiles and hardware.

. Resolve problems reported via Help Desk ticketing

System.

. Correct the data after system crashes using SQL Queries

. Resolve user issues by activating user profiles and

Active Directory.

. Reset label printers and RF Guns.

. Menu Management and user management.

Decostar - CSC & Chattanooga Seating Systems. Chattanooga, TN

IT Technical Support Analyst

5/2012 - 4/2014

Provide technical support to two divisions of Magna's

JIT/JIS operations for all the MES Applications, Finance

and Logistic applications, plant computer devices, printers

and scanners.

. Provide technical support to Network and all the

computer devices in the plant.

. Provide end user support to applications like MES,

Trans4M, MS SQL, and SOLIDAT.

. Create Technical Documentation for Processes, Devices

and Procedures. (ITIL)

. Resolve the issues from the Help Desk ticketing system -

Service Desk Plus.

. Work as liaison between the plant and the corporate

office for resolving issues, software enhancements,

reports

. Troubleshoot Desktops, Laptops, set up user accounts and

manage asset inventory.

Latimer Group. Chattanooga, Tennessee.

IT Shop Floor Tech 11/2011

- 2/2012

Provided technical support to printers, scanners, PCs and

other hardware on the Assembly Line of Volkswagen

Manufacturing plant. Updated the software, image the

hardware, and troubleshoot the network connectivity and

ensured that the assembly line runs without interruption.

. Provided technical support to all the computer

controlled devices on assembly line.

. Replaced the faulty devices by re imaging.

. Filled out the helpdesk tickets regarding the issues

assigned.

. Was responsible for the timely resolution of the issues

based on severity.

. Escalated the issues when deemed necessary.

CHECK INTO CASH, INC., Cleveland Tennessee

Team Lead - Software Support

8/2009 - 11/2011

Led the Application Support Team in a call center providing

support for financial applications, SQL queries,

troubleshoot application bugs, provided assistance to

support team for hardware, networking and managed the Help

Desk tickets related to software support.

. Updated the SQL database.

. Managed and trained the support group regarding new

applications.

. Worked as a liaison between the support group and

application developers.

. Resolved the Help Desk calls based on severity.

. Provided support to over 1000 remote locations.

Miller Industries, Inc., Ooltewah, Tennessee

System Administrator 8/2000 - 4/2009

Administered the BaaN ERP system, user management, system security,

scheduled jobs, user training and the reports for Executive

management. Managed the software updates and performed

weekly system maintenance. Worked with Sarbanes - Oxley

auditors for system compliance. Responsible for the system

uptime and user satisfaction.

. Provided the daily support for the ERP related issues.

. Developed the whole user management module with "role"

based authorizations.

. Developed and managed the database for the support

requests, which helped in analyzing the need for

training and call assignments thus improving the

customer satisfaction.

. Provided user training and 24 /7 on call support.

RoadOne, Inc., Chattanooga, Tennessee

Systems Engineer 2/1999 - 8/2000

. First in line for the Help Desk support.

. Provided support for the laptops, desktops and

applications and network issues.

. Performed fixes including hardware replacements and

memory upgrades.

. Purchased all the hardware for 100 plus remote

locations.

EDUCATION CHATTANOOGA COLLEGE, Chattanooga, Tennessee.

A.A.S. (Associate of Applied Science) Computer Information Systems

UNIVERSITY OF KERALA, Trivandrum, Kerala, India.

M.A. Economics

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