Albin Mathew Perakkattupothiyil Email & Phone Number

Manchester, England, United Kingdom

• Oversee all technical requests, incidents, and problems by serving as an escalation point for all requests and incidents, delegate tickets to other members of the team as required.
• Manage and coordinate urgent and complicated support issues by utilising Zendesk ticketing system to prioritise and manage the entire lifecycle of incidents and service requests.
• Promote compliance by continuously monitoring of all security policies, whilst ensuring adherence from all members of the team; oversee activities to ensure compliance with the ISO 27001 accreditation.
• Manage a variety of IT projects from inception to completion, including internal and new IT projects, monitor all project deliverables including timing, scope, and budgets to mitigate any risks.
• Support the company to make the best use of IT assets and resources and manage them effectively by developing and maintaining processes, policies, standards, and systems.
• Utilise expertise to provide expert advice and recommendations to management on IT service improvement activities to add value to the services provided to customers, which has led to meeting all customer requirements.

Manchester, England, United Kingdom

• Provided expert technical support for users, identified, and resolved incidents and faults, managed the entire process from incident logging to closure, translated findings to provide resolution.
• Ensured accurate records are kept up to date through the helpdesk system and that users are always informed; supported with decision making by collating, analysing, and interpreting data to produce a variety of reports.
• Ensured end user functionality by delivering technical support across a range of issues relating to multiple hardware and operating systems such as servers, firewalls, end user devices and different types of.
• Utilised expertise to ensure security across the IT infrastructure by continuously monitoring and management of backups, security updates and patches across business hardware and software.
• Supported with meeting business objectives by delivering expert IT training to individuals and groups of end users and the IT team to make the best use of the organisation’s latest hardware and software technologies.
• Provided assistance with the resolution of issues, by accurately logging calls with external service providers, oversaw all logged incidents through to completion.Key Achievements:

Muscat, Sultanate Of Oman

• Steered the IT engineering team towards strengthening the company’s IT infrastructure; with security as the prime objective, whilst meeting employee’s needs in their daily activities.
• Facilitated the rapid resolution of customer incidents, by ensuring continuous enhancement of team expertise, and that a high level of customer service and support was always provided to all users.
• Sustained the organisation’s Network System (LAN/WAN) with Router, Switches, Firewalls and servers. And maintained services like Active Directory Domain Controller Service, Exchange Server 2013, and SQL Server.
• Installed, and managed Veritas Backup Exec software and Symantec Endpoint Protection in servers, desktops, and laptops to protect devices and user data, in addition to Symantec mail security software to protect emails.
• Implemented and configured SAP Business One, Focus ERP, Time Management Software, and engineering software’s, such as AutoCAD, BricsCAD, PV Elite, Nozzle Pro, Tank, Tekla Structures, Pipe Data Pro, and Bentley.
• Administered the upkeep of user laptops, desktops, printers, scanners, KCE and Hikvision CCTV Camera system, ZKTeco Access Control, as well as a Biometric Attendance System.

Muscat, Sultanate Of Oman

• Analysed IT requirements, networks, and systems for clients to determine areas for improvement in workflow, developed customised solutions and provided objective advice on the use of IT.
• Defined software, hardware, and network requirements and modified existing networks to incorporate new capabilities that met client requirements.
• Coordinated with client’s representatives and the internal project team for successful completion of various projects
• Developed updated system procedures to address changing operational requirements, also documented changes and tested procedures to keep system information accurate.
• Configured, maintained, and repaired internal organisation network systems (LAN/WAN).
• Persevered all IT related equipment, such as desktops, laptops, routers, modems, switches, firewalls, and printers, as well as the various software across the organisation.

Master Of Computer Applications (Mca), Computer Science

Bachelor Of Computer Applications (Bca), Computer Science

Sslc & Higher Secondary School