ALWIN VARGHESE
Chalakudy,thrisuur,kerala
Summary
Detail-oriented IT professional skilled in system support, software deployment, and automation. Expertise in Active Directory administration and incident management with ServiceNow, enhancing service delivery through process optimization. Strong background in PowerShell scripting and SQL reporting, along with foundational knowledge in Python, Java, and C, driving technical troubleshooting and efficient problem resolution.
Overview
4
4
years of professional experience
Work History
Supervisor Manager
PREMIER EXPRESS RETAIL SHOP LTD
Leicester
12.2022 - 05.2024
- Managed IT assets, including installations, updates, and patching of systems and devices.
- Performed incident and problem management, troubleshooting hardware, software, and basic network issues to minimize downtime.
- Provided first-line technical support for POS systems, inventory software, and store IT equipment, enhancing user experience and operational efficiency.
- Logged and managed incidents using ServiceNow, ensuring SLA compliance and accurate documentation.
- Collaborated with vendors and second-line teams to resolve complex technical issues, ensuring timely resolution and maintaining service quality.
- Applied ITIL-aligned practices for service requests, escalation, and change coordination.
IT Support and Community Manager
KONNECTY DIGITAL SOLUTIONS
Chalakudy
09.2020 - 03.2021
- Provided first-line technical support for hardware, software, and network issues, resolving service requests promptly.
- Managed community engagement efforts, building strong relationships with users and providing them with essential resources and support.
- Utilized PowerShell scripting to automate common tasks, improving system efficiency and reducing manual effort.
- Handled SQL databases, generating reports and supporting database backup and recovery to ensure data integrity.
- Supported deployment and configuration of software and hardware solutions, aligning them with client needs and specifications.
Education
MASTER OF SCIENCE - INFORMATION SYSTEMS MANAGEMENT
De Montfort University
Leicester, UK01.2024
BACHELOR OF SCIENCE - COMPUTER APPLICATIONS
Nirmala College of Arts and Science
Kerala, India01.2017
Skills
Systems & Tools:
- Active Directory Administration
- ServiceNow (Ticketing & Incident Management)
- Software Deployment & Patching
- Incident & Problem Management
- Automation & Process Improvement
- End-User Support & Troubleshooting
Scripting & Programming:
- PowerShell
- SQL
- Python
- Java
- C
- php
Timeline
Supervisor Manager
PREMIER EXPRESS RETAIL SHOP LTD
12.2022 - 05.2024
IT Support and Community Manager
KONNECTY DIGITAL SOLUTIONS
09.2020 - 03.2021
MASTER OF SCIENCE - INFORMATION SYSTEMS MANAGEMENT
De Montfort University
BACHELOR OF SCIENCE - COMPUTER APPLICATIONS
Nirmala College of Arts and Science