Arun Thomas Email & Phone Number

North York, Ontario, Canada

• As the Head of Technology Support department, I am responsible for the Technology Support portfolio (Tier 1 and Tier2 ) including ICT service desk,Telephony , ICT CEC/Field Services, software deployment,Training, reception services, end user hardware and software support (staff, students, and classrooms), audio-visual technologies, event broadcasting and support (board meetings and special functions), telephony and staff mobile support, unified communications, technology deployment, logistics, and equipment asset and inventory management.• I am a member of the IT Senior Leadership Team (SLT), with two direct reports (Senior Managers) and over 55 + indirect reports which includes 6 Supervisors , and team members.

Vaughan, Ontario, Canada

• Managing a team of Service Desk Analysts (Level 1 and Level 2) supporting all production systems, infrastructure & enterprise services for all ATS users• Mentoring the Service Desk team in their day-to-day operations, identified training opportunities and conducting cross training• Ensuring incidents/service requests are resolved in priority order and meets the set SLA• Developing SOPs and knowledge articles to streamline the process and thereby improving the team’s efficiency in resolving tickets• Monitoring the team’s performance by conducting monthly quality audits and providing feedback• Managing the ticketing queue regularly and assigning tickets• Generating meaningful reports which provides insight into the performance of the Service desk team

• Responsible for the administration of Office 365; providing expertise on collaboration tools such as Exchange, Teams and OneDrive as part of the daily workload• Participate in the execution of rollouts/deployments, migrations, and upgrades; meet with users to determine software, application, or system needs; research solutions and provide users with recommendations for appropriate solutions to address their needs• Responsible for troubleshooting, optimizing and documenting solutions to common user requirements • Provide excellent customer service to our external business partners• Work with Microsoft Premier support engineers to recreate support issues and provide a resolution

Toronto, Canada Area

• Managing the Service Desk (Level 1 and Level 2) team operations for Western Hemisphere, communication and engagement mechanisms to optimize user experience• Driving IT asset management program and provide the business with visibility on IT investment requirements• Driving IT asset standardization programs for client hardware, printers and other relevant IT assets• Leveraging SCCM tool set to execute desktop image management program• Enhancing Service Now utilization and functionality to optimize Desktop Support performance and software license compliance• Supporting procurement of business hardware requests• Managing and assigning desktop resources to support Infrastructure and Security projects as required• Supporting training and developing core competencies around ServiceNow and SCCM

Toronto

• Managed the Service Desk operations for Eastern Canada• Served as IT partner and subject matter expert for business stakeholders in the region.• Communicated with site leadership on IT developments, escalations, risk management• Served as IT consultant for technical projects that interface with Shawcor IT systems• Identified opportunities for productivity enhancement• Coached the team on the ServiceNow ticketing process•Managed and monitored external vendor relationships

Toronto, Canada Area

• Managed the IT marketing and communications. Training and adoption department• Utilized marketing and communication best practices to improve the awareness, understanding and perception of IT services and the IT organization• Communicated proactively with all stakeholders to ensure smoother change, adoption and acceptance• Improved end-users’ ability and willingness to adopt current and new IT solutions• Designed dashboards and scorecards that monitored and measured IT service quality, used data to identify areas for improvement• Planned and managed the budget for the service quality department

Toronto, Canada Area

• Office365 and Sharepoint Online Administration with high level of customer satisfaction• Escalation for all Office 365 related issues• Providing support for Skype for Business, Lync, Exchange Online and SharePoint Online issues• Managed the Lotus Notes/Domino servers (Mail servers, Web servers, and Application servers)• MDM Management : Maas360 and Airwatch planning, implementation and execution• Providing support for Blackberry, Android and IOS devices (Active Sync /BES)• Vendor management - Microsoft ,IBM ,Blackberry & Rogers• Managing EUC related projects and SW deployments• Document procedures and solutions• Service Now ticket management• Lead the Service Now upgrade Project with 100% compliance to our IT standards• Leading the Skype for Business phone project

Toronto, Canada Area

• Managing the Lotus Notes/Domino servers (Mail servers, Web servers, and Application servers)• Managing the Sametime Server & Blackberry Server (BES) • Vendor management - IBM ,Blackberry, Rogers & Maas 360• Currently involved in migration from Lotus Notes/Domino to Office 365

Mississauga, Ontario, Canada

Functions:• Involved in the project for the roll out of Nexus 7 Android tablets to employees in PLASP which included imaging , configuring the mobile device and setting up email account in the device • Got trained on PLASP internal application• Prepared an inventory with the details of tablets and Blackberry devices used by the PLASP employees• Performed administrative tasks like filing of timesheets, sorting and arranging documents for office use and entering feedbacks of PLASP employees into Word Document• Currently working on a project for updating the details of volunteers and students on placment to the HR Database

• Managed a team of 5 Lotus Notes Level 3 Admins providing support for end-users globally• Handled complex levels of escalation leading to high level of customer satisfaction• Initiated processes; provided periodic guidance for team members to check all regional queues for Out of Hours and aging tickets, and organized required training sessions as per requirements• Managed all aspects of client support, including problem management and incident response to ensuring all issues were resolved

India

Worked as a resident Engineer in the IT Helpdesk division of Verizon Data Services.Functions:• Handled technical calls of the Verizon employees and ensured 90% resolution at the first point of contact• Troubleshooted issues pertaining to lotus notes, network, desktop, applications and operating system• Resolved customer issues in a clear, courteous and straightforward manner• Collated team data to check the quality of the tickets created by the agents and giving feedback• Was one of the top performer of the team with highest rating of Customer Satisfaction (CSAT)

India

Functions:• Provided technical support to Vonage customers with their issues on phone routers(Linksys) which includes call routing, quality of service and the call routing features• Ensuring resolution of customer complaints against the quality of service delivered• Conducted training for the technicians which helped them to meet the 90% resolution target• Taking care of the team in the absence of my Team Lead and addressing their issues on a timely manner• Was one of the top performer of the team with highest rating of Customer Satisfaction (CSAT) • Queue management using Avaya queue monitoring system