SOny George
Technical Support Assistant Manager
Bengaluru,CA
Summary
IT professional with over 11 years of experience in IT help desk support, specializing in IT support, project implementation, network management, and automation. Proven expertise in leading helpdesk operations, optimizing onboarding/offboarding processes, and implementing automated solutions for Active Directory and ticketing systems.
Overview
11
11
years of professional experience
Work History
Assistant Manager
Qinecsa Private Limited.
07.2022 - Current
- Manage daily operations, including ticket management, escalation procedures and performance monitoring.
- Process Improvement and Documentation
- Vendor and Asset Management
- Workflow and Ticket Management
- Manage IT assets, including hardware, software, and licenses, to ensure
proper tracking, maintenance, and compliance. - VOIP Network Management
- Design Automated Processes and Implement
- Managing IT Service Management (ITSM) tool effectively.
- Oversee the end-to-end Change Management process, including the initiation, assessment, approval and implementation of change requests
Lead-Voice Technology
Bioclinica India Pvt Ltd
01.2017 - 06.2022
- Manage a team of voice telecom professionals, providing guidance and support in their daily tasks.
- Ensure the reliability, performance, and security of voice communication systems
- Manage relationships with telecom vendors and service providers, including negotiating contracts and ensuring service level agreements (SLAs) are met.
- Maintain comprehensive documentation related to voice telecom systems, including configurations, procedures, and network diagrams.
Sr. Telecom Engineer
Infosys
01.2016 - 01.2017
- Configure and manage Cisco Call Manager, including user profiles, dial
plans, route patterns, and call features. - Implement call routing, call forwarding, call pickup groups, and other
call-related configurations as per organizational requirements. - Perform upgrades, patches, and updates to ensure the stability and
security of the Cisco Call Manager system. - Assist team members in complex technical troubleshooting and issue
resolution.
Sr. Telecom Engineer
CSS Corp Private Limited
06.2013 - 01.2016
- Oversee the ticketing system to ensure all IT issues are logged, tracked,
and resolved in a timely manner. - Prioritize tickets based on severity, impact, and urgency to meet SLAs
and user expectations. - Monitor ticket queues to balance workload and assign tasks effectively
within the team.
Education
Bachelor Of Engineering in Computer Science - Computer Science And Engineering.
Jayamatha Engineering College
Kanyakumari, Tamil Nadu 04.2001 -
Diploma - Computer Science And Engineering
Nandha Polytechnic
Coimbatore, India 04.2001 -
Skills
- IT Support and Troubleshooting
- Knowledge of ITSM Tools
- System and Application Support
- Vendor and service provider management
- Process Improvement
- Team Leadership
- Change management process and document preparation
- Active Directory Management
- Onboarding/Offboarding Processes
- Automation process task creation
- Knowledge of telecommunications and call centers setup
- Interested in programming, particularly in PowerShell and object-oriented programming (OOP) concepts
Timeline
Assistant Manager
Qinecsa Private Limited.
07.2022 - Current
Lead-Voice Technology
Bioclinica India Pvt Ltd
01.2017 - 06.2022
Sr. Telecom Engineer
Infosys
01.2016 - 01.2017
Sr. Telecom Engineer
CSS Corp Private Limited
06.2013 - 01.2016
Bachelor Of Engineering in Computer Science - Computer Science And Engineering.
Jayamatha Engineering College
04.2001 -
Diploma - Computer Science And Engineering
Nandha Polytechnic
04.2001 -
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