Aby Thomas Email & Phone Number

I work as an L1 Analyst in a Helpdesk (A.k.a Service Desk) where I troubleshoot technical and non-technical issues. During my time at the Service desk, I was able to develop a solid understanding of IT systems and a knack for troubleshooting various technical issues. I have consistently demonstrated excellent problem-solving skills and a commitment to delivering high-quality customer service. My responsibilities have included providing end-user support, resolving hardware and software issues, and ensuring the smooth operation of IT systems.I aspire to work In the IT Cybersecurity Industry and I have actively sought opportunities to expand my knowledge in this area through relevant certifications, some of which are ongoing at the moment. These include Certificates from Coursera, Internal tests, CompTIA Security+ and Cisco Certified Network Associate, the latter two of which are ongoing at the moment. Additionally, I have implemented security best practices in my current role, including conducting regular security awareness training for end-users.My Technical Skills Include working with various service desk tools related to Account management, Various Software and hardware troubleshooting tools and methodologies, networking equipment and software and Telephony software. I have also learned to use applications like Burp Suite, NMAP, Wireshark, OWASP ZAP, and I also have basic to intermediate level knowledge in various Programming languages markup languages, stylesheet language, like C++, Python, Java, HTML, CSS etc. I am familiar with using Windows, Linux and MacOS and I am also comfortable using Command Prompt and Terminal to navigate or modify files or use the system in general.

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  Software Associate

  Capgemini

  Nov 2022 - Jun 2024 - Bengaluru, Karnataka, India

  At Capgemini, I was assigned as a contractor to American Family Insurance, where I worked as a Level 1 Service Desk Technician. In this role, I was a primary point of contact for internal employees facing technical issues, providing day-to-day support and ensuring efficient and effective resolutions. I leveraged my troubleshooting and problem-solving skills to address a wide range of technical problems. Additionally, I was responsible for triaging issues and dispatching them to the appropriate teams if unresolved within my team.A notable achievement during my tenure was my involvement in managing an unprecedented number of tickets during a cyber attack on the company. Our team efficiently triaged and sorted through these tickets, ensuring that critical issues were prioritized and resolved promptly, contributing to the company's resilience and swift recovery.