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.
• 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

• 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.
• 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

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

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)

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)