Jaison Mathai Email & Phone Number

Sugar Land, Tx

IT support of 800+ users in AD & Exchange environment. Create, modify & disable AD accounts. Enable Exchange accounts via automated script. Support local government staff including police & fire departments. Prioritize issues and assess in timely manner.

Santa Barbara, California Area (Servicing Pa & Nj)

Provide clinical/technical product support for sales demonstrations of robotic telecommunications system to ensure that sales demos run smoothly; contribute to effective customer service by providing ongoing product/technical support at customer sites, including product installation and customer training.• Provide clinical and technical product support for sales demonstrations.• Troubleshoot and resolve technical issues with system.• Manage equipment transport, setup, and demonstrations.• Implement product installation and training at customer sites.• Manage ongoing product and technical support at customer sites.• Conduct follow-on training and in-servicing of hospital customers.• Interface with physicians, hospital executives, IT staff and other personnel.• Promote adoption, utilization and expansion of product at customer sites.• Work closely with sales force to close sales.• Take off-hour calls, for 1 week every quarter.

Assisting clients to sell and/or purchase residential & commercial real estate. Achieved over $2.5 million sales 1st year. Provided computer desktop & laptop support to 30+ users on office wireless network.• Mentor/supervise new Realtors creating real estate documents and procedures of real estate agents.• Assist broker managing daily operation of real estate office and maintaining transaction records.• Performed computer desktop & laptop support installing printers/peripherals and software installation/updates. Installed wireless network adapters and new computer set-ups.• Provided telephone computer support to agents as needed.

Dallas/Fort Worth Area

Provide computer account administration & corporate email communications to over 5000 users worldwide per security guidelines.• Grant clients access to secured computer (Novell) network storage areas, upon receiving business justification/management approval.• Send corporate email communications to requested mail groups/regions both US and worldwide as requested.• Create Novell and Lotus Notes/Domino Administrator user accounts & re-enabling disabled accounts upon approval.• Terminate accounts as instructed by HR daily termination report and management requests. • Abide by organization computer security policies and apply proper judgment prior to granting network access.• Follow standard operating procedure docs accessed via SharePoint intranet.• Maintain service level agreements (SLA) and escalate issues to management, where deemed appropriate.

Provide helpdesk support to onsite and offsite users on Windows NT Ethernet LAN/WAN.• Provided level 1 helpdesk support to over 7000 internal users in PA, NC, AZ & Brussells (Belgium)• Documented all help desk calls in Peregrine Service Center (web client) & assigned to appropriate queue• Analyzed issue and determined severity level/SLC impact levels affected.• Assisted troubleshooting PC issues such as Lotus Notes using SMS remote PC software to log onto PCs remotely.• Reset/unlocked Active Directory LAN accounts via Active directory client and reset/unsuspended UNIX, mainframe accounts.• Reset Citrix Presentation server application web connections via web interface for off site clients as needed.• Retrieve backup from Veritas backup system per client requests.

Greater Philadelphia Area

Provided helpdesk, desk side support and PC installations to onsite and offsite users on Novell Ethernet LAN/WAN. Administer Novell & Active Directory users.• Assisted in roll out of new PCs by loading standard Norton Ghost image & delivering to users.• Provided desk side support (i.e. Novell Print Mgr. printer install) & computer peripheral installations.• Updated existing PCs to Novell Client 4.91, confirmed patch-update & anti-virus update program functional as needed.• Installed Lastword (electronic patient-charting system) & update PCs with user specific updated “ini” files.• Answered level 1 calls from 7000 user base & entered tickets in Problem Management System (Peregrine).• Troubleshoot/resolved system and/or workstation issues & documented issues.• Administered Novell & Active Directory accounts via Novell Network Administrator (administered Novell accounts & print queues), Novell Console (Groupwise/email password resets & remote pc software) & Microsoft Management Console (Active Directory account administration).• Goal of 70% of help desk calls on a first call resolution rate (achieved 65% within one month) & at least 85% availability of the time.

Supported physician and patient web portals to deliver accurate medical information in a timely manner. Monitored externally-hosted websites to provide dependable, reliable information.• Load 3rd party web content into web templates on local web image via Apache & Tomcat for “Pre-QA” prior to QA team review confirming appearance (grammar, HTML tag corrections such as width/alignment) & updated content/corrections.• Served as key liaison between internal development team and external vendors to receive medical information in electronic format and report errors to meet deadlines via Rational Clearquest.• Maintained deadlines by updating test computer systems with updated code for quality assurance team in a timely manner.• Coordinate/update status of projects via Microsoft Project. • Assist in build process to gather code for website deployment for test and production environments.• Monitor test servers are full operational for QA team including restarting Java Virtual Machine (JVM) internally and/or contacting network operations team to “hard boot” systems as needed.• Successfully completed changes (grammar, HTML tag corrections such as width/alignment) and integration of medical encyclopedia required to meet fourth quarter deliverable.• Maintained an effective partnership with business partners, ensuring priorities and resources were aligned with business objectives, attending requirements meetings as needed.

Blue Bell, Pa

Worked closely with software developer using functional requirements for integration testing. Documented and managed test evidence created during software testing for FDA regulations. • Perform manual quality assurance testing using test scripts to enter dummy data and upload to Oracle database via dial-up connection. Confirm upload successful via logging into Oracle database & executing standard SQL queries and report errors to programmers (i.e. incorrect data format for tables reported)• Reviewed functional requirements specification for data collectors to ensure tested components matched customer’s requirements. • Understood and abided by the organization’s consistent practices and processes. • Provided internal “pre-audits” of processes and documents via document management system (Documentum).• Provided updates to department home page as needed providing updated information.