Ajay Thomas Email & Phone Number

Niagara Falls, Ontario, Canada

Abu Dhabi, U.A.E.

Efficiently and effectively provided complete support for all IT related issuesManaged and maintained a safe, orderly, purposeful and productive working environmentProvided various customer support including installation, troubleshooting and maintenance of various computer systemsHandled assembly of desktops and designed specs for patches after analyzing Business requirementsCreated and Updated WDS images of all computer hardware availableDemonstrated and assist others to use specialist equipment's and materials and provided highly specialized advice and guidance as requiredComply with policies and procedures relating to protection, safety, security, confidentiality and data protectionInstalled and tested new software and made software available to appropriate usersChecked new computer and IT equipment on arrival and install as appropriatePrepared and maintained list of computer inventory Supervised and maintained computer peripheral equipment such as scanners, printers, whiteboards, and projectors; ensure that these are prepared and ready to be usedAssisted in the deployment of computer hardware around the schoolSet up, maintain and remove user network accountsCarry out routine network maintenance tasks and troubleshoot local servers and workstations specially MAC, DELL and HP modelsProficiently managed configuration & Troubleshooting of Avaya IP phonesCreated OS Hardening document and guideline that is handled for creation of SCCM imagesHandled configuration/troubleshooting and firmware upgrades on HP switchesInvestigate, diagnose and resolve all network related issuesManaged and maintained Aruba wireless controllers and AP'sInvolved actively in Computer refresh project which included in determining the configuration of computers, testing of demo units and preparing of technical recommendation.

Trivandrum, Kerala, India

Efficiently leading a fifteen member team for Level 2 IT support which includes maintaining an overall SLA adherence of 95%, team management, technical adviser, monitoring team performance etc. A role based in India, this took a lot of leadership, technical as well as management skillsRe engineered the knowledge base documents classifying separately for technical agents and end usersConduct regular stakeholder (General Managers, Operational Managers, and Account/Project Managers) meetings for feedback on the level of customer service provided. Identify business problems and recommend solutionsNPS surveys are conducted to ensure each requestor’s service tickets are closed to his/her satisfactionMonitor Remedy console daily to analyze the work log update provided in the work log are accurate as part of ISO 27001 IT controlHold half yearly meetings with core IT managers for transitioning technical activities to L2 team such as VoIP Installation & Troubleshooting, VLAN configuration and troubleshooting.Assisting Team manager with Budget forecasting (2009, 2010 & 2011)

Trivandrum, Kerala, India

Efficiently led an eleven member team for global asset management which included allocation, tracking and maintaining all global assets (laptops, desktops, cell phones etc.) of the company. A role based in India, this took a lot of management skills and ability to stretch beyond work hours.Planned and conceived several innovative solutions towards enhancing the efficiency of asset management process. This included NPS surveys, desktop security solutions, data encryption for roaming assets, Asset Chargeback etcKey player in budget planning and tracking for assets. Appreciated for tightly handling the budget within planned limits throughout the year.Instrumental in gaining huge savings through vendor management and negotiation.Led and guided the team towards creating huge savings through regular monitoring of US cell phone usage and other wireless data cards.Recruit efficient and aspiring Service Engineer for the team.Mastered Blackberry administration, management and troubleshooting. Pioneered a means to share Blackberry tips with the rest of the organization through the team portal.Actively participated in implementing SLA for the IT services provided.Proactively held meetings with all manager on a monthly basis in order to improve the services provided by the team.Conduct regular sessions on Information Security; to ensure all end users are aware of the controls in place.Main participant for the annual Rate Contract process for Desktops and Laptops globally.Closely work with Process engineering team to improve on existing processes and procedures.Manage IT L2 activities and asset management for US and Manila. Leading a 3 member team at each respective location.

Trivandrum, Kerala, India

Provided customer-focused technical support on Networking, System administration and maintenance.Learned and mastered knowledge on configuring and troubleshooting of MS Exchange Client, MS Systems Management ServerStar player in the team for configuring desktop systems, laptops, and servers. Developed competence in HP, IBM and Dell systemsIntroduced a process for asset tracking.Managed Windows Server Update Services and Anti-Virus Servers globally.Systematically followed-up to maintain security systems like McAfee, Trend and MS Forefront Antivirus on all Systems in the company and initiated audits towards this.Proficiently managed configuration & Troubleshooting of Data Card issues and CISCO IP phonesVideo Conference troubleshooting and remote management using Codian.Played an active part in vendor management and customer relationship management Vendor ManagementCreated procedure documents and guidelines for all the activities handled by the team.

Vancouver, Canada Area

Handled VLAN configuration and ACL modification on Cisco 3560, 2950 and Dell switchesAbly managed wireless configuration on laptops and Weekly Win NT backup of all serversEfficiently and effectively provided complete support for all IT related issuesMastered and expertly put to use VC support and EPBX support (Phone system)Led the team in creation of ghost and RIS imagesPlayed a pivotal role in repairing hardware issues of Dell laptops which were under warrantyCoordinated seamlessly with offshore IT team to setup various VPN tunnels and handle other network issuesTook the initiative to create software and hardware inventory and meticulously maintained themWorked in monitoring of McAfee server and console and maintaining AD and DHCP.

B.E., Computer Science

Higher Secondary School Certificate

Education record