Thomas Philipose Email & Phone Number

Brampton, On, Ca

Mississauga, Ontario, Canada

Greater Toronto Area, Canada

Ontario, Canada

Analyze service incidents and problems, identify risks, provide recommendations, and implement solutionsSetup, management, and maintenance of network and resolve local area networking issues to ensure connectivity to the corporate networkSupport, maintain and troubleshoot operational issues for existing systems tools and applicationsProvide Level-2 and Level-3 triage of incident tickets, technical support for desktops, laptops and other peripherals Provide support for the build, execution, and deployment of the organization’s desktop PC configuration and imaging serviceRoll-out desktop configurations and update images with latest supported applications and driversTroubleshoot and resolve intermediate LAN and wireless connectivity incidentsAnalyzing call logs to spot trends and underlying issuesComplete all requests for password resets, new user setups and deletions, for Windows Active Directory requirements, and other systems as neededProvide support services to users with technical problems and information technology issues for both onsite and remote clientsProvides technical problem resolution with workarounds, root cause analysis, and permanent resolutionParticipate in operational and business critical projects through the scoping, planning, execution, and implementationTake ownership of all assigned tickets and drive to resolution; researching and escalating as necessaryParticipate in operational and business critical projects through the scoping, planning, execution, and implementationProvide input and recommendations to the organization surrounding hardware and software solutions, including new acquisitions and upgrades and how these technologies can assist the business Maintain hardware and software maintenance agreements to ensure integrity of IT operation processes Provide timely and critical updates to management and end-users

Primary management of corporate network infrastructure including corporate firewalls, routers and switchesTroubleshoot technical issues and providing recommendations and solutionsManaged multiple servers running on Windows 2003, 2008 & Novell NetWare platforms with 150+ users Application of system software patches across all environmentsManaged and assigned user accounts with appropriate levels of security Provided appropriate level of desktop support for CSIRT (Computer Security Incident Response Team) processesInstalled and configured computer hardware, software, systems, networks, printers, scanners etc.Worked with Enterprise Infrastructure to monitor hardware and system software, and perform preventative maintenance workResponded to breakdowns, investigated, diagnosed and solved computer software and hardware faultsParticipated in business process study, implementation and roll-out of Salesforce CRM module Participated in Scala ERP, JD Edwards implementation project supporting functions related to IT departmentConduct site hardware inventories using tools such as SCCM or physical walkthroughs to capture data and create spread sheets if neededInvestigated and resolved complex problems related to supported technologies and network connectivity problems Document FAQ's and IT information for both IT staff as well as user communityPrepared department budgets and was responsible for purchasing new services, hardware, software, and other IT suppliesMaintain relevant system and software documentationEnsured compliance with health and safety legislationProvided training to users for new software and keep them up-to-date with status of resourcesEstablished data backup system to archive business data regularly and keep updated data backups in a secure, off-site locationMaintain inventory of all in Warranty Desktops using standard tools