Mathew Koshy Email & Phone Number

Canada

• Analyze data of in-place procedures to find ways to improve operations
• Evaluate operations procedures and processes
• Identify deficiencies and areas for improvement and redesign
• Apply statistical analysis, simulations, and predictive modeling to analyze current procedures
• Recommend strategies and develop new procedures
• Implement tests processes, policies, and protocols

• Manage installation & configuration of hardware and software across locations and business units
• Serve as knowledge documentation coach
• Ability to work in a team environment to standardize and improve processes
• Assist team in triage of support tickets
• Work with users to resolve support requests
• Act as the senior escalation point for user tickets

Mississagua

• Provide daily support for all users and assigned inter-company facilities and support various peripheral and mobile devices such as IPHONE, ANDRIOD, Blackberry, HP, Lenovo, Dell, and MAC to set up VPN, RSA Email, and.
• Advises users on software compliance issues on the desktop.
• Recognize, diagnose, analyze, research, isolate, resolve and document problems with information systems products and services for internal customers
• Collect, log, categorize, prioritize Service Requests, Incidents and provide solutions to all requests within the agreed SLAs.
• Provide response to customer questions received via telephone calls, callbacks, emails, and help desk requests.

Canada

• Provide Technical support issues regarding software, hardware, laptops, and computers for Morgan Stanley firm.
• Support 20,649 (Financial Advisors) with more than 300 Morgan Stanley applications.
• Handle the tasks of creating and maintaining directory structures, printer configurations and security risk.
• Perform responsibilities of setting up, installing and configure all software and hardware applications as well as printers’ peripherals devices.
• Handle the tasks of identifying software issues and troubleshooting technical problems remotely.
• Responsible for providing technical assistance to users on data transmission and data communication equipment.

• Database Management tasks including:
• Uploading resumes using Resumate software in to Database
• Lead analysis based on defined criteria
• General office tasks
• Uploading of leads into database system and also making that there are no duplicate leads in the system.
• Data Entry

• Configure PCs and network hardware and provide 1st level technical support for users contacting the IT Helpdesk
• Service end user desktop software and computer related equipment and resolve end user questions Utilize Helpdesk application to track all helpdesk related requests
• Monitor Helpdesk queues and keep the user up-to-date with request status
• Provide user training on problem areas in order to minimize calls
• Monitor and take action on Windows, Linux, and AS/400 server operations, job scheduling and system errors
• Schedule and maintain daily, weekly and monthly backups

• Assisted instructors with the set up of equipment (laptops/data projectors) in classrooms
• Made sure that the rooms were open and clean to use and set up correctly
• Troubleshooting of laptop wireless activation and software problems
• Set up, operated and did troubleshooting of audio visual equipment
• Checked frequently to see if classes went smoothly and assisted in any problems
• Secured equipment after class is let out

Information Technology Support Service, Pitsc - Information Teachnology Support Services Co-Op

Program taught me hard skills such as networking knowledge, a working understanding of Microsoft Office Suite products, hands-on hardware.

Database Administrator