Melwin Thomas

• Developed and implemented monitoring solutions to improve system reliability.
• Collaborated with development teams to ensure proper release engineering practices are followed.
• Implemented automation tools to increase efficiency in deployment processes.
• Monitored systems performance using various metrics such as latency, throughput, availability.
• Ensured high availability and scalability of applications across multiple environments.
• Created automated scripts for software deployments and configuration management tasks.
• Optimized existing infrastructure components for cost savings while ensuring compliance requirements.
• Participated in post-mortem reviews following major outages or incidents.
• Implemented backup and disaster recovery plans for network infrastructure components.
• Created detailed documentation of the existing network architecture, processes, applications and services.
• Designed new solutions for complex networking projects such as routing protocols, VPNs and VoIP systems.
• Evaluated emerging technologies that could improve the reliability or performance of existing networks.

• Led laptop distribution and troubleshooting initiatives amid the Covid-19 crisis, contributing to successful business continuity and earning recognition as Consultant/Tech Lead.
• Evaluated existing systems and processes against industry best practices for efficiency enhancement purposes.
• Analyzed complex information from multiple sources to identify patterns or trends that could be used as a basis for decision-making.
• Created comprehensive reports on project progress and results for clients.
• Assisted in developing new methods for data collection and analysis techniques.
• Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
• Monitored operations, reviewed records, and metrics to understand company performance.

• Delivered consistent performance as a Process Trainer.
• Demonstrated strong leadership abilities, leading to promotion as Spec-End User Support.
• Developed and implemented training programs for new process employees.
• Analyzed existing processes and developed plans for improvement based on best practices.
• Moved as a Lead to the End User support team, System Admin team.
• Performed a Verizon Lean Six Sigma project to ensure the toil is reduced.
• My Lean Six Sigma project brought in a huge 40% ticket reduction in a specific application.
• Achieved Green Belt certification in Six Sigma methodology
• Brought in a concept of Tech stop to Verizon India
• Ensured the business continuity during Covid 19.

Responsibilities include

• After continuous performance and exhibiting leadership skills, I was promoted and moved to the Training & Development team as a Process Trainer.
• Gathered and organized training materials to support program objectives.
• Suggested and offered specific training programs to help workers maintain or improve job skills.
• Recommended improvements in training content based on evaluation results.
• Conducted process improvement workshops to ensure operational efficiencies.
• Collaborated with subject matter experts to design engaging course materials.
• Designed job aids, reference documents, and other resources to support ongoing learning efforts.
• Evaluated modes of training delivery to optimize training effectiveness, training costs or environmental impacts.

• Supporting Verizon employees from different parts of the world who have issues with their Domain IDs, mainframe systems, production and non-production servers, PCs, tablets, and phones, etc.
• Provided 24/7 Phone & Chat support by troubleshooting and resolving the reported issues, or by sending out field technicians to fix the problem.
• Using the internal Ticketing Tool CMIS, we used to log the issues that are reported to the Service desk.
• After 1 year of excellent performance, I was promoted as Sr.Associate End User Support.
• Provided customer service support for hardware, software, and network related problems.
• Provided first-level technical assistance to diagnose and resolve basic computer issues, such as internet connectivity and printer setup.
• Enhanced the functionality of technical systems through analytical evaluation and customized problem-solving techniques.
• Implemented best practices for system administration activities including patching, monitoring, backups.
• Optimized customer service by utilizing cutting-edge technical expertise to streamline processes.

• Supporting Verizon Employees from different part of the world who has issue with their Domain ID’s/Mainframe systems/Production and Non-Production Servers/PC’s//Tablets/Phone’s etc
• Provided 24/7 Phone & Chat support by Troubleshooting and resolving the reported issues or by sending out Field technicians to fix the problem
• Using the internal Ticketing Tool CMIS we used to log the issues that are reported to Service desk
• Post 1 year of excellent performance, Verizon hired me as an Employee for the same Portfolio.

Responsibilities include

• Handling the transition teams with 4 to 6 weeks of transition period for the new joiners.
• Training and mentoring with the process & technical knowledge, Audit the agents and coach them as per process requirement and on Sales
• Managing a team of 30 frontline agents with 2 outbound agents.
• Dealing with the team members by coaching and managing their individual KRAs.
• Maintaining the highest level of technical proficiency, soft skills, phone etiquette skills, and management skills.
• Initiating calibrations and monitoring calls to record site's and team's performance.

• Supporting US-based customers on Dell PCs, projectors, tablets, and phone-related issues.
• Delivered 24/7 phone support by diagnosing and resolving reported issues or dispatching field technicians for prompt resolution.
• Resolved customer inquiries in a timely manner.
• Developed technical knowledge base articles for internal use.
• Monitored system performance and identified potential areas of improvement.
• Created detailed documentation of processes and procedures related to Tier 1 Technical Support Representative duties.