Jacob Mathew Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

• Provided ongoing technical support, repair, and maintenance for desktops, printers, and boardroom audio visual systems, including; video conferencing for 8 company locations.• Maintained accurate inventory records of all technology assets.• Followed up on open tickets with Dell and HP to report laptop and desktop issues for repairs or replacement.• Worked with HR to on board new staff, created user accounts, set up platforms, ensured that all devices such as; laptops, cell and… Show more • Provided ongoing technical support, repair, and maintenance for desktops, printers, and boardroom audio visual systems, including; video conferencing for 8 company locations.• Maintained accurate inventory records of all technology assets.• Followed up on open tickets with Dell and HP to report laptop and desktop issues for repairs or replacement.• Worked with HR to on board new staff, created user accounts, set up platforms, ensured that all devices such as; laptops, cell and zoom phones were configured for new starters.• Facilitated equipment adds, moves, and changes as needed to support organizational needs.Accomplishments:• Introduced the Spiceworks Cloud ticketing for tracking and prioritizing user requests for upward of 150 staff, which ensured quick service and reduced downtime.• Implemented the Owl Meeting Labs solution at 5 locations which helped to overcome challenges with hybrid meetings. Show less

Toronto, Ontario, Canada

• Managed the IT helpdesk support team of 5 and reduced resolution time by 15% by setting up a knowledge base with steps to resolving common issues• Led the IT procurement and managed vendor relationships.• Streamlined IT process conducting a process review of the IT policies • Implemented new technology and computing applications which resulted in. achieving time savings between processes by 20%.• Worked closely with external IT consultants to maintain all systems on-site and… Show more • Managed the IT helpdesk support team of 5 and reduced resolution time by 15% by setting up a knowledge base with steps to resolving common issues• Led the IT procurement and managed vendor relationships.• Streamlined IT process conducting a process review of the IT policies • Implemented new technology and computing applications which resulted in. achieving time savings between processes by 20%.• Worked closely with external IT consultants to maintain all systems on-site and remotely• Assisted the Senior Management Team in developing and maintaining corporate policies for effective use of IT resources. Show less

Toronto, Canada

IT Management: • Led capital projects and provided the IT budget for the department • Maintained IT Network Infrastructure, licensing allocation and optimization., • Monitored Helpdesk for 8 locations with 200 end users, used helpdesk application to respond to user issues resulting in 20% less downtime.• Developed and monitored performance measures and led IT audits.• Supervised and developed staff by mentoring, delegating, managed performance, and… Show more IT Management: • Led capital projects and provided the IT budget for the department • Maintained IT Network Infrastructure, licensing allocation and optimization., • Monitored Helpdesk for 8 locations with 200 end users, used helpdesk application to respond to user issues resulting in 20% less downtime.• Developed and monitored performance measures and led IT audits.• Supervised and developed staff by mentoring, delegating, managed performance, and training.Facilities Management:• Managed reception and ensured all facilities comply with health and safety regulations.• Responsible for carrying out maintenance for various locations.• Setup new office space by sourcing secured service and construction companies to carry out projects such as : building new office by reading floor plans and executing requirements based on technical drawings• Supervision and Management: Provided direction to administrative staff.• Project Management and Budget Planning• Led the annual business continuity plan for the entire organization Show less

Abingdon, United Kingdom

ResponsibilitiesDefined project scope, secured necessary resources and created plans. Executed Project Management activities such as: Tracking project activities, monitoring and handling changes, contract management, performance management, customer and stakeholder engagement and risk management. Handled the project finances, analysed performance data and translated it into practical improvements. Supported the Service Delivery teams during the ISO 20000:2005 (IT Service Management)… Show more ResponsibilitiesDefined project scope, secured necessary resources and created plans. Executed Project Management activities such as: Tracking project activities, monitoring and handling changes, contract management, performance management, customer and stakeholder engagement and risk management. Handled the project finances, analysed performance data and translated it into practical improvements. Supported the Service Delivery teams during the ISO 20000:2005 (IT Service Management) certification.Accomplishments Awarded for Oustanding Leadership. Led teams that won the Best Team Awards for delivering excellent Customer Experience for consecutive years Introduced systems in projects that improved efficiency and reduced costs by 30% Exceeded targets and achieved exemplary customer satisfaction scores for delivering excellent customer experience. Show less

ResponsibilitiesResponsible for Troubleshooting desktop hardware and software problems. Controlled the problem management process by using the home grown help desk ticketing system. Installed /uninstalled software applications and managed the hardware & software inventory. Investigated and resolved problems to closure within desired deadlines. Ensured Operation Level Agreements were met by internal customers.Accomplishments Reduced resolution time on technical support… Show more ResponsibilitiesResponsible for Troubleshooting desktop hardware and software problems. Controlled the problem management process by using the home grown help desk ticketing system. Installed /uninstalled software applications and managed the hardware & software inventory. Investigated and resolved problems to closure within desired deadlines. Ensured Operation Level Agreements were met by internal customers.Accomplishments Reduced resolution time on technical support calls by 15%, resulting on improved user computing experience Designed, developed and implemented a new system to manage the inventory that brought in efficient control while tracking hardware and software assets Show less

India

Epsilon Network Infosystems provided software training services on the latest cutting edge technologies, manufactured computer hardware and developed applications. Technologies: C, C++, UNIX OS, Oracle, PL /SQLProfile•Software trainer•Mentor & Coach•Core member of the creative and business development team

Kerala, India

Apprentice & Skilled Assistant (Engineering) – Hydro Electric Power Generation Station