Nelson Mathew

Supervise and assign duties to
team members in a desktop
support environment, providing
and helping team members
support on VPN, Bit locker, MS
office, Network Printers, Wi-Fi
Configuration related problems,
managing and deployment of latest
software through Microsoft
Endpoint Configuration Manager.
Responsible for Coaching and
development of team members
and submitting reports and
analysis to the management.
Handling and managing staffing
related issues. Handling of
escalation and provide guidance to
staff and doing performance
reviews. Looking for service
improvement and doing effective
queue and incident management.

Worked for Clients - Dell EMC and Staples

Supervise and provide IT support
for a range of devices, software,
network, and other computing
related technologies. Services
include diagnosis and resolution of
complex software incidents and
problems.

Worked for Client British Telecom

Providing real time support to Tech
Support Executives for any kind of
broadband and IPTV services for
UK based internet service provider
(British Telecom). Identification of
knowledge gaps in Employees and
filling it with right coaching and
training. Creating regular training
plans and then delivering it to the
employees to keep them aware
about current trends in product
and service changes, in turn
helping them in better objection
handling techniques for customer
queries and disputes

Worked in a knowledge process
outsourcing industry conducting
surveys across UK on the
phone/email for one of the leading
Market Research Company
(GFKNOP)