Roy Thomas Email & Phone Number

Stoke-On-Trent, Gb

Manchester Area, United Kingdom

Stoke-On-Trent, England, United Kingdom

United Kingdom

Handling overall product support and project management of the organisation.Performed manual testing and shared the test cases with the development team.Biweekly status call with development team and maintaining the tracker for the deliverables in spreadsheets.Weekly and Monthly status update with the client on the development life cycle to make sure the business requirements.Resolve the incident/problem/enhancement as per the service level agreements. Self-motivated and motivated the team for the overall success of the company. Follows work tracker on each client and allocate efforts based on the severity.

Trivandrum

Roles and Responsibilities: ● Execute transactions as per prescribed Service Level Agreements to meet targets.● Supervise the work done by technology support executives.● Provide technical support to clients with Information Technology Service Management application tools.● Conduct QC/QA programs as part of the quality plan in order to ensure adherence to process steps● Conducted knowledge sharing sessions for the end-users to overcome commonly found technical errors.● Supported PM for training new joiners on the technical process, which is part of the growth plan.● Scheduled governance call with onsite managers for project updates.● Handle/Help resolve escalations at the process level in order to ensure high customer satisfaction● Review and validate inputs from end-users; include creating case studies/FAQs in order to capture implied knowledge● Prepare standard operating procedure logs which can be used by technology support employees in the company.The platforms worked on: HTML, ASP.NET, SQL, AS400, manual testing, software support, avalanche, citrix receiver, MS Office, visio, ITIL tools: BMC Remedy and Service Now.

An NGO for skill up unemployed youths in the society. To navigate them to their desired profession and managing work pressure as well as their daily life activities.

Thiruvananthapuram Area, India

• Work alongside Project Manager and Developers during software release.• Remote software assistance by taking control of the system.• Investigate and prioritize requests for support raised by business users.• Provide technical and application support to the 24x7 operation on production environment.• Windows and Web-based Application support using C#.NET.• Monitoring the database performance.

Trivandrum

Done Industrial Project using PHP

• 24/7 Customer support, Windows Server 2003.• Troubleshoot system by taking control of the system.• Preparing various reports for observations to meet the committed SLA.• Monitoring the database performance.• Configuring system as per the client request.

Master'S Degree, Cyber/Computer Forensics And Counterterrorism, 2:1

Activities and Societies: Course Representative/Student RepresentativeDissertation on IDS using Python.

Master Of Science (M.Sc.), Computer Science, 80.8%

Activities and Societies: K2 academy (Advanced Networking Concepts), Shuttle Badminton, Tennis, College Alumni, Arts and Sports, Career.

Certification, Advanced Networking & Hardware Concepts, B

by HCL Technologies

Certification, Asp.Net With C# Programming, Distinction

Bachelor Of Science (B.Sc.), Computer Science

Activities and Societies: Shuttle Badminton, College Alumni, Arts and Sports, Career and Team Building.* Active member of National Service.

Associate Of Science (As), Mathematics

Activities and Societies: Runner-up position in Sub-District level Badminton tournament. Winner of Inter-School Vocal-Solo, Poetry.