- English:
Mathew S
Dubai,UAE
Summary
IT professional with a strong focus on IT Service Management and incident management. Demonstrated ability in optimizing service delivery and managing IT infrastructure, leading cross-functional teams to meet SLAs and enhance customer satisfaction. Skilled in technical support, M365, Windows AD, and G-Suite administration, leveraging tools such as ServiceNow, Site 24/7 Monitoring, Manage Engine SDP & EPC and BMC Remedy for improved efficiency. Dedicated to driving process improvements and ensuring effective stakeholder collaboration.
Overview
9
9
years of professional experience
6031
6031
years of post-secondary education
1
1
Certification
Work history
IT Engineer – Infrastructure (System Administration)
Sobha Realty
Dubai, UAE
05.2025 - 11.2025
- Managed user accounts and permissions in Active Directory to enhance security protocols.
- Implemented Group Policy Objects to streamline software deployment and system configurations.
- Troubleshot hardware and software issues to maintain operational efficiency across systems.
- Resolved escalated issues timely for minimised impact on user productivity.
- Installed and configured new hardware to enhance system performance.
- Upgraded servers regularly to assure compatibility with latest business applications.
- Documented SOPs to standardise and optimise daily workflow.
Ass.Service Delivery Mgr (AIG,CTDI)
Ahana System and Solution
Bangalore, India
03.2023 - 04.2025
- Managed IT service delivery to ensure seamless operational functionality across various client environments.
- Led team in troubleshooting complex technical issues to minimise downtime and optimise service levels.
- Streamlined IT processes through automation tools to enhance productivity and reduce manual errors.
- Piloted change management initiatives successfully improving organisational adaptability.
- Supervised project timelines for timely completion.
- Implemented cost reduction measures, reduced overhead expenses.
- Led performance reviews, identified areas for improvement.
- Managed end-to-end service delivery processes to ensure optimal client satisfaction.
- Coordinated cross-functional teams to implement service improvement initiatives effectively.
- Achieved higher client retention by prioritising excellent customer service.
- Enabled smooth running of day-to-day operations by managing and maintaining shift rota.
Senior Software Engineer (RNTBCI)
Onward Technologies Limited
Chennai, India
11.2021 - 12.2022
- Leading the Team for day-to-day operations
- Incident Management in ITIL (ServiceNow)
- Creating Monthly Report and Audit of Incidents and Service Tasks
- Handling Global Directory Related Issues
- Creating user rights and defining local and roaming profiles.
- Application support Voice & Non-Voice NNA, NE, US, NMEX, GOM REGIONS.
- Resolving Supplier end Application issues.
IT - Operations Lead (DXC,HPI & HPE)
Ahana Systems and Solutions Pvt. Ltd
Bangalore, India
09.2018 - 11.2021
- Administer and maintain enterprise IT infrastructure, ensuring system availability and optimal performance.
- Manage user accounts, permissions, and security policies through Active Directory and Microsoft 365 Admin Center.
- Monitor and troubleshoot network and server-related issues to ensure business continuity.
- Perform regular system updates, patch management, and backup operations.
- Provide L2/L3 technical support to end users and coordinate with vendors for escalations.
- Implement IT policies, asset management, and system documentation for audit readiness.
- Support IT service requests through ServiceNow and ensure SLA compliance.
- Collaborate with the cybersecurity and operations teams to maintain data protection and compliance standards.
- Participate in IT infrastructure upgrade and migration projects to enhance operational efficiency.
- Managing the client Day to Day operations with 65 Engineers without Missing SLA.
- Monthly Operation reports from Service Now (Incidents).
- Conducting Meetings with Engineers on Daily basis.
- Analyzing New Issues Causes and Remedies.
- Asset Management for Each site without discrepancies.
- Audited Each site monthly once.
- Maintaining the Client Operations without escalations.
IT support engineer
CMS IT Services Pvt. Ltd
Chennai, India
05.2017 - 09.2018
- Installation, Configuration and Administration of Windows 10.
- Knowledge on Service -Now Tool for asset management.
- Knowledge on using Incident Management for raising break fix issues
- Troubleshooting of MS Outlook and relevant applications
- Employees Credentials – Activation & Support
- Configuration of DHCP, DNS & Active Directory.
- Domain Activation
- Knowledge on Citrix and HPSM
- Giving Remote Support for Server and Desktops in the Network Environment through remote applications like Skype, Team viewer, Any desk, Zoom.
- Handling of IT Assets & Asset Management
- Responsible for configuring & troubleshooting DHCP Server for assigning Static & Dynamic IP address and Knowledge on DNS Server, Proxy server.
- Knowledge in Installing, Configuring & Troubleshooting office 365, and MS- Outlook.
- Responsible for maintaining Backup on regular activities.
- Troubleshooting incidents and problems including root cause analysis on applications such as DNS, DHCP, DFS, etc.
- Installation and configuring windows 7 and windows 8 and windows 10 on Client systems.
- Configuration of Network printers.
- Solving Desktop and OS related queries, concerns & issues.
- Troubleshooting all kinds of application/software related queries and hardware related issue and Network issues like network connectivity issues.
- Installation and maintenance of desktop systems, printers, network hardware, system hardware, operating system and application software.
- Resolved system and end-users problems.
- Installing and troubleshooting McAfee
- Supporting users in office and troubleshooting their Application related issues for day-to-day issues remotely using TeamViewer/Remote Desktop Connection
- Support on issues based on Software, Network, LAN, and desktop issues.
- Installation and maintenance of desktop systems, printers, Network hardware.
Project Engineer
GE
Chennai, India
09.2016 - 03.2017
- Assisted in project planning, system design, and implementation.
- Contributed to engineering solutions to enhance project efficiency.
- Ensured compliance with project requirements and quality standards.
- Supported testing and deployment phases for various engineering projects.
Education
HSC -
St,PHSS (Govt. of Tamilnadu)
TirunelveliSSLC -
TDTA (Govt. of Tamilnadu)
Tirunelveli3 Year Diploma - EEE
SARPTC (Govt of Tamilnadu, State Board of Technical)
Tirunelveli3 Year Engineering - EEE
PABCET (Govt of Tamilnadu, Anna University)
TrichySkills
- ITIL certification
- Incident, service level, and change management
- Stakeholder coordination
- SOP development
- IT infrastructure management
- Cross-functional team leadership
- Strategic planning and implementation
- Hardware and software configuration
- M365 administration
- Windows AD administration
- G-Suite administration
- Network fundamentals
- ServiceNow, Freshservice, ManageEngine, BMC Remedy, and Jira
Certification
Certified ITIL V4 Foundation
LANGUAGES
- Tamil:
- Malayalam:
DECLARATION
I, Mathew S, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief. Mathew S Dubai, UAE.
Timeline
IT Engineer – Infrastructure (System Administration)
Sobha Realty
05.2025 - 11.2025
Ass.Service Delivery Mgr (AIG,CTDI)
Ahana System and Solution
03.2023 - 04.2025
Senior Software Engineer (RNTBCI)
Onward Technologies Limited
11.2021 - 12.2022
IT - Operations Lead (DXC,HPI & HPE)
Ahana Systems and Solutions Pvt. Ltd
09.2018 - 11.2021
IT support engineer
CMS IT Services Pvt. Ltd
05.2017 - 09.2018
Project Engineer
GE
09.2016 - 03.2017
3 Year Engineering - EEE
PABCET (Govt of Tamilnadu, Anna University)
HSC -
St,PHSS (Govt. of Tamilnadu)
SSLC -
TDTA (Govt. of Tamilnadu)
3 Year Diploma - EEE
SARPTC (Govt of Tamilnadu, State Board of Technical)