Thomas Abraham Email & Phone Number

Mahe, Puducherry, India

• Project: Abtran
• Leading and taking accountability of the entire ICT Support Admin operations and ensuring the resolution of all open incidents in time and keeping the customers affected informed about the progress.
• Monitoring the responsibilities of ICT Support team members on a daily basis and setting the process and KPIs for ensuring their optimum job performance.
• Analyse the training needs of the team members and provide them appropriate skills development training as required.
• Coordinate and provide necessary inputs towards the performance appraisal process of the team members.
• Managing work and ServiceDesk tickets in accordance with the procedures outlined by management.

Bengaluru, Karnataka, India

• Project: M Health Fairview
• Respond to requests for technical assistance by using the Service Desk management system.
• Providing On call / Second level of support for customer and requests using basic technical with complete service knowledge
• Taking ownership for the coordination, investigation and documentation of customer and system incidents
• Apply diagnostic utilities to aid in troubleshooting.
• Provide SOP based first level resolutions

Dubai

• Project: Fujitsu
• Deliver service and support to end-users using and operating automated call distribution Phone software, via remote connection or over the Internet;
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
• Diagnose and resolve technical hardware and software issues involving internet connectivity,email clients, VOIP and more
• Install, configure, Monitor, Diagnose Workstations

Bengaluru, Karnataka, India

• Project: Desktop and Mac
• Coordinates appropriate communications with the Association in regard to impacts to changes to staff desktop computing or telecom environments
• Works effectively and efficiently with all levels of the organization
• Responsible for end-user device installation, maintenance, tracking, and troubleshooting, and the documentation and verification of specific steps taken
• Screens, prioritizes, and fulfills help desk tickets and reports on status
• Escalates helpdesk requests in a timely fashion to other technicians, as necessary

Kochi, Kerala, India

• Project: McAfee
• Provide technical support to Customers, managing technical issues to resolution on McAfee Products
• Provide First Time Fixes for incidents wherever possible.
• Accurately log incidents / service requests, ensuring all relevant data is captured to enable quick and efficient resolution within SLA.
• Keeping Customers informed on issues to resolution on McAfee Products
• Escalate potential service issues initially with Team Leader to avoid customer dissatisfaction.

Bachelor'S Degree, Computer Application

Bachelor'S Degree, Business/Commerce, General

12Th

Senior High

10Th

Junior High