Photography
Jeethu Thomas
Senior Associate Consultant
Bengaluru
Summary
Seasoned technology specialist and IT admin with technical experience in systems administration, maintenance and end-user support. Knowledgeable in managing operating systems, servers and microsoft products. Skilled at troubleshooting, communication and collaboration. Experienced consultant with strong history of skilled project management and client engagement.
Overview
7
7
years of professional experience
11
11
years of post-secondary education
6
6
Certifications
3
3
Languages
Work History
Senior Associate Consultant
Infosys Ltd.
Bengaluru
07.2023 - Current
- Create requirements specifications from business, define detailed functional/process design based on requirements. Seek reviews, make changes as required and present to supervisor in order to create functional Design Document. Create Architecture and Design Document in order to complete Solution Design
- Develop Test plans, write test cases, execute test scripts and demonstrate ability to relate it to the requirements document.
- Configure process solution in line with design documents and also assist team in requirement clarifications in order to complete configuration and customization
- Follow project plan (perform assessment, mapping and migration), foresee possible migration issues and plan for then proactively. Resolve Data Migration issues, Coordinate with team members for deployment activities to ensure a smooth go-live
- Study existing systems and processes, document the system understanding and conduct reverse KT
- Prepare training materials using available tools in order to facilitate training for key users
- Understand the issue, diagnose the root cause and then identify and shortlist solution alternatives in order to resolve issues according to guidelines
- Work with Project Manager to follow the methodology and capture relevant data in various phases of the project in order to deliver high quality solution to customer
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Monitored and frequently reported on project status to clients and verified projects met client requirements and quality standards.
Technology Analyst
Infosys Ltd
Bengaluru
04.2022 - 07.2023
- Implement SharePoint Data migration activities from various sources to Share Point Online using ShareGate Tool and Migration Factory
- Assisted with deployment issues by clarifying user questions and identifying problems
- Troubleshot incidents reported by end-users adhering to Service Level Agreement and provided quality solution
- Supported technology design, testing and execution by providing process knowledge.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Participated in team projects, demonstrating ability to work collaboratively and effectively and gained strong leadership skills.
- Assessed migration activities, determining ways to enhance processes
Systems Engineer - IT Service Management
Infosys Ltd
Bengaluru
01.2018 - 04.2022
- Served as the first point of contact of IT Services Support and Operation Team, handled 1st and 2nd level Incident and Service Requests, monitored availability and continuity of IT Services
- Lead a multi member IT Team, monitored individual performances of team members and provided feedbacks in order to achieve project success
- Coordinated with other teams like IT Asset Management Team, Exchange Team and AD Team and implemented planned actions to increase customer satisfaction
- Coordinated with service providers and IT Administrators for required back end support in order to deliver services as defined
- Delivered helpdesk service and support to customers, responded to User calls, documented issues in detail, provided quality support and resolution, attended escalation calls and acted as mentor for Team members
- Resolved Incidents and Requests with quality solutions, aiming at customer satisfaction and target SLA accomplishment.
- Provided 2nd and 3rd level technical support and troubleshooting to clients.
- Led training sessions for junior team members, promoting professional growth and knowledge sharing within department.
- Worked effectively in fast-paced environments.
- Gained strong leadership skills by managing IT Teams.
Operations Executive
Infosys Ltd
Bengaluru
07.2017 - 01.2018
- Attended Service Desk operations, managed over 50 customer support calls per day and provided resolution to over 40 Incidents and Requests per day in order to ensure user support
- Provided inputs to managers and suggested improvement areas in order to aid improved support to user
- Collected and shared feedback from end users to improve quality of services
- Undergo certifications and related courses in order to deliver best for role
Education
Bachelor of Science - Mathematics
St. Dominic's College
Kanjirappally, Kerala, India 03.2015 - 03.2015
CLASS X, XI, XII -
St. Joseph's Central School & Junior College
Mundakayam, Kerala, India 04.2001 - 05.2012
Skills
Teamwork and Collaboration
Technical Profile
IT Support Specialist
- Proficient in managing and resolving user-generated support tickets using IT service management tools
- Skilled in diagnosing and resolving technical issues reported by users.
- Excellent verbal and written communication skills for interacting with users via phone, email, chat or tickets
- Experienced in assisting users with password resets and account access issues.
- Capable of guiding users through software installation and addressing update-related errors.
- Familiar with resolving Outlook, Teams, OneDrive and network related problems.
- Knowledgeable about encryption methods and compliance requirements.
- Proficient in guiding users through device setup and configuration.
- Knowledgeable about managing software licenses and subscriptions.
- Coordinates the shipment of hardware (laptops, chargers, mice, etc.) to overseas locations.
- Ensures timely delivery and proper documentation.
- Provides excellent customer service during incident resolution.
Data Migration Specialist
- Proficient in using ShareGate migration tool, to migrate content from various sources to SharePoint and OneDrive.
- Proficient in using other tools (such as Tree Size Pro, Quest On Demand) to migrate files and folders from local drives to OneDrive.
- Conducts source analysis to inventory of existing content.
- Estimates migration effort based on source size and contents.
- Responsible for timely release of projects with top quality service
Team Leader
- Capable of assigning tasks among team members effectively
- Ensures clear communication of task expectations, deadlines, and deliverables.
- Regularly assesses team's performance, and provides constructive feedback and coaching to enhance individual and team performance.
- Attends escalation calls, emails and tickets promptly.
- Collaborates with relevant teams to find effective solutions.
- Communicates effectively with team members, superiors, and clients.
- Ensures timely updates and status reports.
- Encourages a positive work environment and supports the professional growth of the team
Certification
MS-900 Microsoft 365 Fundamentals
Interests
Travelling
Crafts
Timeline
Senior Associate Consultant
Infosys Ltd.
07.2023 - Current
Technology Analyst
Infosys Ltd
04.2022 - 07.2023
Systems Engineer - IT Service Management
Infosys Ltd
01.2018 - 04.2022
Operations Executive
Infosys Ltd
07.2017 - 01.2018
Bachelor of Science - Mathematics
St. Dominic's College
03.2015 - 03.2015
CLASS X, XI, XII -
St. Joseph's Central School & Junior College
04.2001 - 05.2012