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As a Support Lead with TAO Digital Solutions, I manage a team of support analysts who provide technical assistance to our clients.I have over 15 years of experience in tech, product, and customer success, and I hold certifications in aviation and tourism management, secure windows administration, and mobile device security.My core competencies include user setup, creating user manuals, delivering top-notch customer service, mentoring and coaching my team members, and handling client escalations. I am also skilled in process improvement, IT operations. I am passionate about giving back to my community through volunteering and enjoy gardening in my spare time. I am always looking for new ways to innovate and improve my work, and I welcome the opportunity to connect with other professionals in my field.
Tao Digital Solutions
View- Website:
- taodigitalsolutions.com
- Employees:
- 1069
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It Project LeadTao Digital SolutionsChennai, Tn, In
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Support LeadTao Digital Solutions Aug 2024 - PresentChennai, Tamil Nadu, India
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Help Desk LeadTao Digital Solutions May 2023 - PresentChennai, Tamil Nadu, India
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Lead Support AnalystCloudangles Dec 2022 - Apr 2023Chennai, Tamil Nadu, India -
Support Team LeadInnova Solutions Nov 2020 - Dec 2022Chennai, Tamil Nadu, India -
Senior Help Desk AnalystInnova Solutions Usa May 2018 - Nov 2020Chennai, Tamil Nadu, India• Leading a team of 15 support analysts, ensuring the timely resolution of client escalations and providing accurate reports that demonstrate performance and drive improvements.• Interacting with US and clients globally to troubleshoot issues with BK Mobile app, Kiosk and POS, Payterminal machines via emails and phone.• Experienced in working on Windows patch updates and Sophos Endpoint Security installation on Windows machines.• Helped streamline repair processes and update procedures for support action consistency, improving the overall efficiency of support operations.• Documented all transactions and support interactions in the system via Confluence for future reference and addition to the knowledge base.• Strong problem-solving skills, with the ability to troubleshoot and resolve complex technical issues to minimize downtime and maintain user satisfaction.• Demonstrated ability to work effectively in a fast-paced, team-oriented environment.• Excellent communication and interpersonal skills, with a focus on building positive relationships with c clients and stakeholders.
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Senior Service Desk AnalystCustomer Analytics, Llc Nov 2015 - Feb 2018Chennai• Responsible for communicating with the Incident Process owner and serving as the point of contact for all major incidents, representing the first stage of escalation for incidents for our clients at Ashley Furniture industries.• Monitored incidents to ensure that Service Level Agreements are respected and ensured the closure of all resolved and end-user confirmed incident records.• Collaborated and shared knowledge across the enterprise and built relationships with technical teams and infrastructure groups.• Experience in working with tools including Service Now, with knowledge on Active Directory & Exchange Active Sync Admin tools.• Interacted with the client to narrow down the requirements and pass them on to the development team.• Prepared technical user manuals, system configuration documents, and other technical reports.• Strong problem-solving skills, with an ability to troubleshoot and resolve complex technical issues to minimize downtime and maintain user satisfaction.• Demonstrated ability to work effectively in a fast-paced, team-oriented environment.• Excellent communication and interpersonal skills, with a focus on building positive relationships with c clients and stakeholders. -
Product SpecialistZoho Corporation Mar 2015 - Sep 2015Chennai Area, India• Product support specialist with experience in responding to user inquiry calls, quickly assessing user needs and problems to deliver an ideal solution.• Ensuring timely resolution by communicating promptly on progress and handling customers with a consummately professional attitude.• Ability to troubleshoot and resolve complex technical issues to minimize downtime and maintain user satisfaction.• Skilled in developing and delivering training materials and providing support to end-users, ensuring a smooth transition to new products and services.• Strong commitment to customer service and problem-solving with a focus on delivering exceptional support experiences.• Proven track record of maintaining high levels of customer satisfaction and retention while meeting or exceeding support KPIs. -
Senior ConsultantSutherland Sep 2009 - Feb 2015• Started my career as a Technical Support Consultant (Dell) at Sutherland Global Services, ensuring critical and major issues were addressed within proposed timeframes.• Developed a skill for explaining complex business concepts to irate end-users.• Handled escalation calls and effectively assisted users in resolving their concerns.• Capable of providing effective and rapid responses to major issues, handled multiple issues at will, and excelled at multitasking to resolve numerous issues.• Twice awarded best performer of the month for sales within a span of 12 months.• Produced metrics for service performance and customer satisfaction, both on regular and vital occasions.
Gerard Mathews Skills
Gerard Mathews Education Details
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St.Matthias.Anglo.Indian.Her.Sec.School -
Trade Wings Institute Of ManagementTourism And Travel Services Marketing Operations
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University Of MadrasEducational Leadership And Administration, General
Frequently Asked Questions about Gerard Mathews
What company does Gerard Mathews work for?
Gerard Mathews works for Tao Digital Solutions
What is Gerard Mathews's role at the current company?
Gerard Mathews's current role is IT Project Lead.
What is Gerard Mathews's email address?
Gerard Mathews's email address is ge****@****ics.com
What is Gerard Mathews's direct phone number?
Gerard Mathews's direct phone number is (608) 239*****
What schools did Gerard Mathews attend?
Gerard Mathews attended St.matthias.anglo.indian.her.sec.school, Trade Wings Institute Of Management, University Of Madras.
What are some of Gerard Mathews's interests?
Gerard Mathews has interest in Animal Welfare, Children.
What skills is Gerard Mathews known for?
Gerard Mathews has skills like Microsoft Office, Customer Service, Management, Windows, Leadership, Microsoft Excel, Powerpoint, Sales, Business Strategy, Business Planning, Marketing, Crm.
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Gerard Mathews
Investment Technology Specialist | Implementation Project Management | Product Management | Climate Tech | AgileMelbourne, Vic1gmail.com -
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Gerard Mathews
Kirrawee, Nsw
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