Ruben Mathew

• Senior member of IT Help Desk team
• Use Service Desk Manage engine for raising calls and tickets
• Providing help desk, call center and telephonic support to users.
• Assisting the team members in resolving issues and problem solving.
• Dealing with and resolving problems and issues which arise.
• Motivating the team to achieve high standards and KPI targets.
• Handling new client enquiries and acting as the face of the business.
• Implementing new initiatives.
• Praise team members, appreciate good work and create a positive working environment
• Take presentations during team meetings / department meetings.
• Be a mentor to the junior engineers and assist them in problem solving and provide guidance and support
• Coordinating with team members to ensure issues are resolved in a timely manner
• Responsible for installing desktops & laptops (Windows XP, Windows Vista & Windows 7), printers, scanners and software for users.
• Installation for Windows 2003, Windows 2008 and Windows 2012 servers
• Creation of user accounts in Active Directory on standalone DCs in site offices
• Provide adequate file access permissions to users
• Mounting of servers and network equipment onto racks
• Decommissioning of servers once the project site is complete and closed
• Knowledge of ITIL-based processes/procedures (Incident, Problem & Change management)
• Provide orientation to the end users and team members.
• Managing high severity incident & co-ordination with multiple team for resolution
• Liasing with vendors and contractors for setting up project offices as per IT requirements
• Setup and configuring WYSE thin clients.
• Evaluate and test new software technology as deemed appropriate to support daily activities.
• Ensure all desktop software is compliant and desktop documentations are up to date.
• Ensure the entire devices used for conference/meeting are working properly
• Configuring emails on mobile phones and smart devices
• Taking backups of servers in project sites and sales offices using Windows Backup
• Paying regular visits to project sites and sales offices to ensure customer satisfaction
• Do regular checkups on the machines to enhance performance.
• Perform end user backup and recovery tasks
• Manage the IT assets inventory.
• Update and inform line manager for all issues and solutions

Highlights
• Successfully developed images for installing laptops and desktops in less time and quick re - installation of the similar models using Acronis

• Install desktops, laptops, printers and scanners for users and office environment.
• Install and configure servers (SBS 2003, SBS 2008, Windows 2003 & Windows 2008 Server)
• User accounts creation, modification and deletion on Active Directory.
• Provide file server access permissions to users based on requirement.
• Provide help desk, call center, telephonic and remote support to users and resolve their computer and networking issues
• Provide email support to mobiles like I - mates, HTC and Nokia E - series
• Recommend best products available in the market to clients
• Configured routers, firewalls, ADSL gateways and Wifi access points for office setup
• Provide quotes for items to client users.
• Configure backups of the servers and take regular backups using Symantec Veritas BackupExec
solution.
• Build Physical/Virtual servers as per customer requirements
• Mounting of servers and network equipment onto racks

Highlights
• Played a significant role in implementing Swing Migration Technology while upgrading servers from Windows 2000 to Windows 2003.

Worked for a temporary position in P & O Nedlloyd in the Operations Department from 24 -11 - 2005 to 28 - 02 - 2006.
Job Role was Transshipment Coordinator for Salalah port.

Responsibilities

 Check on the vessel schedules in PVES (Vessel Scheduling System)
 Creation of reports on schedule of vessels for Salalah.
 For containers under transshipment status, ensure nominations are available.
 Perform the discharge and load activities based on the reports received from Salalah port authorities.
 Reconcile and close Discharge / Load lists if all activities are completed.
 Regular checking of mails.

Worked in the Information Technology Department of Oasis Freight Agency (OFA) in the role of IT Support from 04-10-2004 to 26-04-2005. My responsibilities included hardware, software and networking.

Hardware Responsibilities:

 System Maintenance.
 Software Installations.
 Up gradation of patches.
 Problem solving and troubleshooting.
 Taking regular backups of the database server and communication server.

Software Responsibilities:

• XML file generation.
• Creation of reports and forms using the various software tools and packages.