Sebin George
IT Support Team Lead
Wellington,New Zealand
Summary
Experienced IT professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
IT Support Team Lead
Remark It Solutions
Upper Hutt, WGN
08.2016 - Current
- Take ownership of Jobs, prioritizing tasks and staff requirements as required and as directed by management team
- Team resource scheduling of task management and delegations.
- Maintained Blancco servers and systems to keep networks fully operational during peak periods.
- Configured hardware, devices and software to set up work stations for employees.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Used ticketing systems to manage and process support actions and requests.
- Submitted service tickets for equipment maintenance requests.
- Assisted with updating technical support best practices for use by team.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Supporting internal network systems to maintain operations, backups, and other internal machines (i.e., printers, desktops, laptops, remote connections, firewalls and routers
Desktop Support Engineer
Wipro Infotech
Kochi, Kerala
09.2010 - 11.2014
- Follow up issues with CRM remedy management tool.
- Responsible for daily operation and maintenance of all servers and workstations.
- Assists in inquiries of network connectivity issues and its installation and configuration.
- Aids users in professional manner following agreed procedures for further help or escalation. Reviews change requests
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Configured hardware, devices and software to set up work stations for employees.
- Follow up for spare with coordinator and speed up for call closure with client to ensure incident resolved.
- Provide Standby solution to user with approval from Site in charge / program Manager.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations
- Documented support interactions for future reference.
- Assisted end-users with conference room equipment setup and operation..
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Patched software and installed new versions to eliminate security problems and protect data.
- Following up issues and resolving incidents according to ITIL concepts.
Education
Graduate Diploma in Information Technology - Information Technology Level 7
Eastern Institute of Technology
Napier, Hawkes Bay, New Zealand 02.2015 - 02.2016
Bachelor in Electronic & Communication Engineering -
SCAD College of Engineering And Technology
TAMILNADU, INDIA 05.2004 - 03.2008
Skills
Effective IT problem solving experience
Knowledge and experience in IT management processes incident, problem and change management
Extensive knowledge in Active Directory, office 365, MDM, MAM, SCCM and Microsoft End point manager
Profound understanding in ITIL Foundation
Thorough understanding of Mobile and Wireless technologies
Good understanding of network routing and switching
PERSONAL ATTRIBUTES
- Excellent oral, interpersonal and written skills.
- Strong critical thinking and decision-making skills.
- Able to work under pressure and meet deadlines with ease and efficiency.
- Effective interpersonal skills and relationship-building skills.
- Can effectively work as a part of a team and have good time management skills.
- Dedicated to maintaining high-quality customer satisfaction.
- Self-motivation and ability to work with limited Supervision
Certification
CCNA Routing and Switching, (Certification ID- CSCO12591626)
Timeline
IT Support Team Lead
Remark It Solutions
08.2016 - Current
Graduate Diploma in Information Technology - Information Technology Level 7
Eastern Institute of Technology
02.2015 - 02.2016
CCNA Routing and Switching, (Certification ID- CSCO12591626)
04-2014
Desktop Support Engineer
Wipro Infotech
09.2010 - 11.2014
Bachelor in Electronic & Communication Engineering -
SCAD College of Engineering And Technology
05.2004 - 03.2008