Sebin Thomas
Dublin
Summary
An IT professional with more than 3 years of professional work experience in IT Support Engineer, especially in providing technical support, troubleshooting hardware and software issues, and ensuring high levels of customer satisfaction. Adept at resolving complex technical problems, managing service desk operations, and maintaining IT infrastructure. Strong communicator with excellent problem-solving abilities and a dedication to continuous improvement
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Support Executive(Part-time)
JYSK
Dublin
06.2024 - Current
- Information about products, services, and policies was provided to customers via phone, email, chat, or social media.
- Customer interactions are documented and detailed records of all communications and resolutions are maintained.
- Customers are assisted with troubleshooting and problem solving also provided step-by-step solutions are provided to resolve customers' problem
IT Support Engineer
Digital Mesh
India
01.2022 - 04.2024
- Over 200 employees received first- and second-level assistance for hardware, software, and network issues.
- Managed and monitored support tickets with ServiceNow, ensuring prompt resolution and communication with customers.
- Proficient in Microsoft Word, Excel, and PowerPoint, with a strong ability to leverage these tools to create detailed reports, data analyses, and engaging presentations.
- Resolved issues related to Windows and Mac OS, Active Directory, Office 365, and various enterprise applications.
- Skilled in database management, with a proven ability to design, implement, and maintain databases to ensure data accuracy, security, and accessibility.
- Level 1/ Level 2 ICT assistance was provided, addressing software and hardware issues, resolving network connectivity issues, and delivering individualized assistance to end-users, ensuring a seamless and effective technology experience throughout the organization.
- To resolve complex issues, collaborate with other IT teams to ensure minimal disruption to business operations.
- Smooth access and secure user management were ensured by managing new user account setups, password resets, account removals, transfers, and related issues.
- Investigated questionable messages using tools from the Microsoft 365 Defender security portal.
IT Support Engineer
Hyundai
India
01.2021 - 12.2022
- Responded to service desk tickets via phone, email, and remote support tools, providing technical assistance to end-users. Also, assisted with the setting up, configuration, and maintenance of desktops, laptops, printers, and mobile devices.
- Interacted with clients predominantly at the working level, providing day-to-day technical support and resolving IT issues directly, such as assisting employees with software installations and network troubleshooting.
- Experienced in managing a range of client-facing projects, including developing and implementing customized IT solutions, coordinating with stakeholders to meet project goals.
- Exceptional communication skills, paired with a strong aptitude for collaborative teamwork, contribute to cohesive group dynamics and successful project execution.
- Assigned requests to appropriate team, such as Level 2 Technical resources, when issues could not be resolved within the Helpdesk group. Also, ensured efficient escalation is done.
- Experienced in troubleshooting and resolving issues with VPN, Wi-Fi, and LAN connections.
Education
Bachelor of Science - Computer Science
MG University
India05-2018
Skills
- Microsoft suite
- Complaint resolution
- Complaint Handling
- Attention to detail
- ServiceNow
- Experienced with Linux, Windows, and macOS
- Time Management
- Microsoft 365 defender
- Order Fulfillment
- Retail Operations Management
- JIRA Service Management
- Remote Desktop Tools(TeamViewer, AnyDesk,RDP)
- Communication Tools(Slack, Microsoft Teams, Zoom, Skype)
- Password Management Tools(LastPass)
- Issue Tracking and Bug Reporting Tools(Bugzilla,MantisBT)
- Knowledge in ICT Equipments
Languages
English
First Language
English
Proficient (C2)
C2
Certification
- Hardware & Network Professional - C Institute of Technology
- ISTQB Foundations
Timeline
Customer Support Executive(Part-time)
JYSK
06.2024 - Current
IT Support Engineer
Digital Mesh
01.2022 - 04.2024
IT Support Engineer
Hyundai
01.2021 - 12.2022
Bachelor of Science - Computer Science
MG University
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