Thomas John Flavian
IT Administrator
Dubai
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
5
5
years of professional experience
15
15
years of post-secondary education
4
4
Languages
Work History
Information Technology Assistant
Anantara Downtown
Dubai
01.2022 - Current
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Promoted efficiency among departments with prompt resolution of system issues.
- Monitored systems in operation and quickly troubleshot errors.
- Assisted with updating technical support best practices for use by team.
- Researched product and issue resolution tactics to address customer concerns.
- Documented support interactions for future reference.
- Translated complex technical issues into digestible language for non-technical users.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi
Support Engineer
Docomo Intertouch(Hyatt Regency Thrissur)
Thrissur
12.2019 - 01.2022
- Configured hardware, devices and software to set up work stations for employees.
- Monitored systems in operation and quickly troubleshot errors.
- Provided Tier 1 support to users in 24/7 uptime environment, often working double shifts to accommodate time zones.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Collaborated with outside departments to implement system-wide improvements.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Inspected systems, diagnosed problems and developed optimal solutions.
- Trained new system users and employees in classroom type sessions to promote useful system knowledge and operations expertise.
Associate Field Engineer
Taj Malabar Resorts & Spa, Kochi (Tata Teleservices)
Kochi
07.2017 - 12.2019
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Worked flexible hours across night, weekend and holiday shifts.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Worked with customers to understand needs and provide excellent service.
Education
Bachelor of Technology - Electronics And Communications Engineering
Cochin University of Science & Technology
Kochi, India 07.2010 - 06.2014
All India Senior School Certificate Examination - Physics, Chemistry, Computer Science, Maths
Maryigiri Cmi Public School, Koothattukulam
Kerala, India 07.2008 - 03.2010
All India Senior Secondary Examination - Science, Maths,English, Malayalam, Social Science
Chinmaya Vidyalaya , Thripunitura
Kerala, India 06.1998 - 03.2008
Skills
Desktop support
Technical issues analysis
Customer service expert
Microsoft Outlook
Support scenario generation
Ticket support system management
Windows 10
Technical Support
Network diagnostics
Issue troubleshooting
Wide-area Networks
Timeline
Information Technology Assistant
Anantara Downtown
01.2022 - Current
Support Engineer
Docomo Intertouch(Hyatt Regency Thrissur)
12.2019 - 01.2022
Associate Field Engineer
Taj Malabar Resorts & Spa, Kochi (Tata Teleservices)
07.2017 - 12.2019
Bachelor of Technology - Electronics And Communications Engineering
Cochin University of Science & Technology
07.2010 - 06.2014
All India Senior School Certificate Examination - Physics, Chemistry, Computer Science, Maths
Maryigiri Cmi Public School, Koothattukulam
07.2008 - 03.2010
All India Senior Secondary Examination - Science, Maths,English, Malayalam, Social Science
Chinmaya Vidyalaya , Thripunitura
06.1998 - 03.2008