Rinny Mathew

Resolved an average of 180+ support tickets per month, maintaining a 95%+ user
satisfaction rate
❖ Managed user account creation, group policy assignments, and permissions using Active
Directory
❖ Provided Level 1 and 2 support for internal banking staff, resolving hardware, software, and
connectivity issues
❖ Handled Microsoft 365 administration, including account setup, license assignment, and
mailbox configuration
❖ Monitored and updated IT assets via Asset Management System, ensuring accurate
inventory and compliance
❖ Troubleshot and resolved issues related to Hardware and software.
❖ Conducted software installations, patch management, and OS updates across 150+ user
machines
❖ Supported remote users using VPN, and remote support tools (TeamViewer, AnyDesk,
SSCM)
❖ Executed change management procedures: evaluated, documented, and implemented
approved RFCs
❖ Coordinated with vendors and external support teams for critical system failures and
escalations
❖ Maintained up-to-date documentation on processes, system configurations, and standard
operating procedures (SOPs)
❖ Implemented data backup strategies and participated in periodic disaster recovery drills
❖ Assisted in internal IT audits and ensured ISO 9001:2008 compliance
❖ Kept current with emerging IT trends and recommended upgrades to optimize operations

Delivered technical support to over 200 on-site and remote employees across multiple
locations
❖ Supported a wide range of devices, including desktops, laptops, printers, network devices,
and phones
❖ Maintained and troubleshot Windows environments (XP to 11) in domain-controlled
settings
❖ Assisted in VPN setup, IP configuration, and firewall settings for secure remote access
❖ Installed, configured, and tested software such as AutoCAD, Microsoft Office, SAP, and
antivirus tools
❖ Provided training and documentation to non-technical users, improving overall IT literacy
❖ Participated in project planning and coordination of IT infrastructure for new site offices
❖ Maintained IT inventory logs, ordered replacement hardware, and ensured compliance
with licensing
❖ Created reports for incident tracking and trend analysis, recommending process
improvements
❖ Maintained all software licenses and access control, ensuring regulatory compliance

Outsource SEO + Content Writing. We offer complete online presence with services like Wordpress website developent, Content Writing, SEO and Digital Marketing Services. From 2006, Thoughtful Minds is serving clients from countries like USA, UK, Australia, UAE, Canada etc. in domains like WordPress website development, digital marketing, content writing and dissertation writing. We're different since we hold 100% positive reviews so far.

Outsource SEO + Content Writing. We offer complete online presence with services like Wordpress website developent, Content Writing, SEO and Digital Marketing Services. From 2006, Thoughtful Minds is serving clients from countries like USA, UK, Australia, UAE, Canada etc. in domains like WordPress website development, digital marketing, content writing and dissertation writing. We're different since we hold 100% positive reviews so far.