Philip Mathew
IT Helpdesk / Customer Support
Palghar,Maharashtra
Summary
Highly skilled Helpdesk Executive with comprehensive experience in providing technical support and troubleshooting problems. Strong understanding of IT infrastructure, software applications, operating systems, and network issues. Demonstrated success in coordinating with teams to ensure smooth operation of helpdesk services while resolving customer queries promptly. Known for enhancing user satisfaction by delivering effective solutions and maintaining high service standards.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Helpdesk Executive (Remotely)
Veritra IT Solutions (MA. USA)
Mumbai
09.2020 - Current
- Respond to product-related technical inquiries from the Dental Office
- Help customers in product deployment and troubleshooting technical issues, through calls and emails, in a positive, professional, and efficient manner
- Document customer issues and resolution steps taken to troubleshoot and document in the Autotask and Connect Wise( ticketing System)
- Capture customer aspirations, requirements, and usability issues
- Follow up on customer issues promptly and monitor them to closure
- Adhere to all necessary company policies and standard operating procedures
- Help customers by providing quotes for any equipment that is faulty and needs replacement
- Responded to customer inquiries regarding internet connectivity problems in a clear, concise, and friendly manner to establish an excellent first impression
- Implemented, developed, and tested the installation and update of web servers, authentication servers, and application servers in all departments
- Planned and implemented upgrades to system hardware and software
- Monitored network performance and provided network performance statistical reports for both real-time and historical measurements
- Provided technical assistance to customers via phone, email, and online chat.
- Troubleshot hardware and software problems and escalated complex cases when needed.
- Trained new employees on helpdesk processes and procedures.
- Conducted system health checks for customers' workstations and servers.
- Researched product information to answer customer questions accurately.
- Monitored network performance metrics and responded to alerts promptly.
- Performed remote troubleshooting sessions with customers as required.
- Followed up with customers after resolution of their issues was completed.
- Developed scripts for automated tasks such as user account creation.
- Ensured compliance with IT security policies by verifying user access rights.
- Deployed software updates across multiple systems using remote tools.
- Implemented changes requested by users while ensuring data integrity.
- Analyzed root causes of recurring problems to prevent future incidents.
- Provided timely feedback about service requests status to stakeholders.
- Upgraded existing systems according to industry best practices.
- Trained new employees on support processes, procedures, and knowledge base.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Monitored help desk to quickly deflect and resolve escalated issues from professionals.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Built and maintained successful relationships with service providers, vendors, dealers, and consumers.
- Worked with customer service supervisors to resolve customer concerns on daily basis.
- Developed online documentation for common processes for both support staff and end-users.
- Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers.
- Managed helpdesk vendors and software cycles.
- Mentored other technologists and support professionals to provide professional development and skill enhancement.
- Assisted with sale of key IT service desk contracts and developed service delivery program initiatives.
- Maintained positive working relationship with fellow staff and management.
- Answered user inquiries to resolve computer software or hardware operation problems.
PROCESS ANALYST
HNR Tech Pvt Ltd
Mumbai
03.2018 - 08.2019
- Order processing for Simple Tire LLC USA
- Taking calls for Simple Tire Customer looking for help in regards to lost package, Delayed
- Also, coordinate with FedEx to track missing and delayed the package
- 80% Email support for Simple Tire and eBay customers
- Coordinate with different warehouse to cancel Order, check shipped status, and availability of the tires
- Return status of Package
SALES ADVISOR
Gold N Diamond Atlanta LLC
Mumbai
11.2016 - 02.2018
- Selling Diamond Jewelry to new and Existing Customers
- Interact with the customer on daily basis through the phone
- Resolve Customer sales query
- Hiving the best possible option to retain customers
- Maintained current knowledge of applicable sales and product changes in order to provide best possible service for all customer needs
Service IT Help Desk
Allied Digital Service Pvt Ltd
Mumbai
08.2015 - 04.2016
- Taking calls for Seasons 'ospices and Palliative care
- Provide Technical Assistance to Nurses, Doctors and Others
- Working on Citrix, LAN, Active Directory, Exchange, and SAP
- Email Setup on computers and Mobile Phones
- Technical Assistance for Printers, Scanners, and Desktops
SR PROCESS ASSOCIATE/TL
Marketential Concepts LLC
Mumbai
11.2012 - 07.2015
- Selling AMC to a new customer for Technical Support
- Worked as Bench Sales Recruiter for US Client
- Interacting with the customer on daily basis through phone and remote access
- Also Trained New Trainees for Process and Product
- Monitored OQT calls before sending reports to the Manager
- Resolve Customer Query for their computer problems
- Hiving the best possible option to retain customers
- Always ensured to meet targets on regular basis
- Selling of Health supplement to UK customers
Education
HSC -
Siddhartha College
Mumbai, Maharashtra02.2001
SSC -
Holy Cross high school
Mumbai, Maharashtra03.1998
Skills
- Computer networking
- Microsoft Office
- Microsoft Windows Server
- Server
- Active Directory
- Customer service
- Hardware knowledge
- Operating systems
- Remote Support
- Network Troubleshooting
- Security awareness
- Ticket management
- End-user support
- Hardware diagnostics
- Ticket tracking
- Performance evaluation conduction
- Helpdesk support coordination
- Software troubleshooting
- Service desk team supervision
Certification
Comptia A+
3CX Part 1 Cetrification
Connect Wise PSA Certification
Personal Information
Willing To Relocate: Anywhere
Languages
English
First Language
Hindi
Proficient (C2)
C2
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Resolved product issue through consumer testing.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceCompany CultureCareer advancementTeam Building / Company RetreatsPaid sick leavePaid time offFlexible work hoursWork from home optionHealthcare benefitsPersonal development programsInterests
Palying Cricket
Netflix
Listening Music
Timeline
IT Helpdesk Executive (Remotely)
Veritra IT Solutions (MA. USA)
09.2020 - Current
PROCESS ANALYST
HNR Tech Pvt Ltd
03.2018 - 08.2019
SALES ADVISOR
Gold N Diamond Atlanta LLC
11.2016 - 02.2018
Service IT Help Desk
Allied Digital Service Pvt Ltd
08.2015 - 04.2016
SR PROCESS ASSOCIATE/TL
Marketential Concepts LLC
11.2012 - 07.2015
HSC -
Siddhartha College
SSC -
Holy Cross high school
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