Rejoy Alex Koshy
Kottayam
Summary
Results-driven IT Support professional with over 17 years of experience leading IT operations and providing end-user support for organizations. Proven expertise in incident management, network architecture oversight, and disaster recovery planning. Skilled in enhancing system performance and reducing operational costs through strategic IT initiatives. Committed to mentoring staff and fostering a culture of continuous improvement. Seeking to leverage technical acumen and leadership skills in a dynamic IT management role.
Overview
18
18
years of professional experience
1
1
Certification
Work History
HICT Project Coodinator
Hamad Medical Corporation
10.2013 - Current
- IT Operations Oversight: Manage and resolve all IT-related issues, ensuring seamless technology integration across the organization.
- User Support Leadership: Lead a team to provide prompt technical assistance to HMC users, addressing reported problems with effective communication and delegation to specialized personnel.
- Incident Monitoring: Supervise the tracking and resolution of technical incidents, maintaining detailed records of issues and their outcomes.
- Service Desk Management: Direct Service Desk operations, implementing incident management protocols to enhance response times and user satisfaction.
- Technical Expertise Application: Utilize comprehensive knowledge in network support, application support, and desktop support to troubleshoot and resolve complex technical challenges.
- Escalation Handling: Address technical escalations efficiently, coordinating with team members and higher-level support to ensure timely solutions.
- Network Architecture Oversight: Maintain and enhance computer networking systems, focusing on architecture, protocols, and security standards.
- Disaster Recovery Planning: Develop and test disaster recovery plans to ensure business continuity and data integrity.
- Resource Organization: Strategically allocate resources and set priorities to optimize IT support operations.
- Technical Documentation: Document technical issues, resolutions, and standard operating procedures to build a robust knowledge base.
- Vendor Liaison: Collaborate with external vendors, managing service agreements and addressing any breaches to uphold service quality.
- Process Adherence: Ensure compliance with established IT support processes and procedures, fostering a culture of continuous improvement.
- Reporting: Generate and present reports to senior management, providing insights into IT operations and highlighting areas for enhancement.
- Mentorship: Guide and develop junior staff, promoting knowledge sharing and professional growth within the team.
- ITIL Implementation: Apply Information Technology Infrastructure Library (ITIL) principles to identify problems, link related incidents, and support service improvement initiatives.
- Service Improvement Initiatives: Proactively identify and propose enhancements to IT services, aligning with organizational goals and user needs.
Shift Manager
NTT Data
04.2013 - 09.2013
- Web Application Server Oversight: Managed and maintained Morgan Stanley's web application servers, ensuring optimal performance and reliability.
- Team Leadership: Supervised a team of 20 IT professionals, providing guidance and support to meet project objectives.
- Ticket Auditing: Conducted regular audits of user and change management tickets assigned to the team, ensuring compliance and timely resolution.
- Shift Coordination: Oversaw shift operations, serving as the primary escalation point for client issues and ensuring seamless communication between shifts.
Site In Charge
Wipro Infotech
07.2012 - 04.2013
- IT Infrastructure Management: Oversaw the comprehensive IT infrastructure within the ODC, ensuring seamless operations and adherence to UBS compliance standards.
- Virtualization Oversight: Managed virtual infrastructure via vCenter Server, including deployment and maintenance of virtual machines, snapshot management, and VMware tools updates.
- Network Administration: Served as the primary point of contact for all network-related issues, including outages, upgrades, expansions, and latency assessments.
- Server and Domain Management: Administered Domain Controllers, DHCP, DNS, and NAV servers, ensuring optimal performance and security.
- Policy and Compliance Enforcement: Regularly reviewed and updated Group Policies through the domain to maintain compliance with organizational standards.
- Data Center Maintenance: Maintained Network Technology Centers housing servers, routers, switches, and VoIP systems, ensuring environmental stability and operational efficiency.
- Incident and Change Management: Utilized BMC Remedy and ServiceNow for tracking incidents, managing problems, and overseeing change management processes.
- Business Continuity Planning (BCP): Coordinated inter- and intra-organizational BCP tests, ensuring readiness and resilience against potential disruptions.
- Audit and Compliance Coordination: Conducted monthly mock audits, maintained asset inventories, and collaborated with internal and external auditors to uphold compliance standards.
- Vendor and Asset Management: Managed vendor relationships, coordinated Annual Maintenance Contracts (AMCs), and ensured accurate asset data for the ODC.
- Team Leadership: Led a team of site and shift leads, providing guidance, resolving escalations, and fostering a culture of continuous improvement.
Shift Lead
Wipro Infotech
07.2010 - 07.2012
- Global IT Support Management: Led a 24/7 support team providing remote assistance for desktops, laptops, mobile devices, and IT-related issues to over 120,000 Wipro employees across regions including the US, Europe, Japan, China, the Middle East, and APAC.
- Service Level Assurance: Ensured adherence to Service Level Agreements (SLAs) for end-user computing issues, particularly for sales and critical users, achieving a Customer Satisfaction (C-CAT) score improvement from 86% to 95%.
- Project Coordination: Acted as the Single Point of Contact (SPOC) for global rollouts of enterprise solutions such as Network Access Protection (NAP), Microsoft Office and Exchange 2010, BlackBerry Enterprise Server (BES-5) migration, Bring Your Own Device (BYOD) initiatives, Office Communicator 2007, and Lync Server migrations.
- Technical Escalation Management: Served as the primary escalation point for technical issues, facilitating prompt resolution and maintaining operational continuity.
- Training and Development: Conducted induction programs and provided process and technical training to new hires and project engineers, enhancing team competency and performance.
- Process Improvement Initiatives: Developed tools such as 'InfoTracker' to streamline access to Active Directory and Exchange information, and an assessment portal to evaluate technical and process proficiency within the team.
Team Leader
Wipro Infotech
06.2009 - 07.2010
- Regional IT Support Management: Led support operations for Japan, China, Middle East, and APAC regions, providing end-to-end assistance on hardware and operating systems to ensure seamless functionality for regional users.
- Data Backup Oversight: Managed and disseminated Connected Backup data reports to global teams, ensuring data integrity and availability across all geographies.
- Leadership and Quality Assurance: Acted as shift leader, ensuring 100% call closure with a focus on quality service, thereby achieving high customer satisfaction levels.
- Technical Analysis and Documentation: Participated in requirement, functional, and design analyses; maintained comprehensive system asset documentation and generated detailed reports.
- Project Coordination: Ensured adherence to project schedules, facilitated synergy between coordination teams and working groups, and managed the deployment of DHCP scopes across multiple regional IP segments.
- Executive Support: Provided specialized iPhone mail support to the leadership team, ensuring uninterrupted communication for senior executives.
- Voice Infrastructure Management: Integrated Cisco Call Manager with Wipro's IP network, deploying customized services for U.S. users, and served as the primary contact for voice infrastructure projects, including upgrades and third-party application customizations.
- Security and Compliance: Led the deployment of SafeBoot encryption software for onsite users, enhancing data security; implemented Network Access Protection (NAP) across Wipro offices globally to ensure compliance with security protocols.
- System Deployment Optimization: Deployed Windows Deployment Server for remote OS installations, reducing lead times from 5 days to 5 hours and achieving significant cost savings.
- VIP Support: Provided dedicated IT support to leadership, including the CEO and Chairman, during onsite visits, ensuring prompt resolution of technical issues.
- Application and Backup Support: Managed CRM application performance for critical sales users and supported Connected Backup software for sales teams, facilitating reliable data protection over internet and intranet connections.
- System Configuration Management: Achieved 100% rollout of System Center Configuration Management (SCCM) in global locations remotely, a unique accomplishment within the organization.
- Escalation Handling: Managed critical escalation calls, ensuring timely and effective resolution of high-priority issues.
Remote Support Technical Engineer
Wipro Infotech
12.2007 - 06.2009
- Global IT Support: Provided remote technical assistance to Wipro employees across multiple regions, including installation, configuration, and troubleshooting of data cards, wireless devices, and LAN/WAN networks.
- Mobile Device Management: Managed installation, configuration, and troubleshooting of BlackBerry handheld devices, ensuring seamless mobile communication for users.
- Operating System and Application Support: Resolved issues related to Windows operating systems and various applications, enhancing system reliability and user productivity.
- Security Management: Addressed virus-related concerns and implemented SafeBoot encryption software to safeguard data integrity and confidentiality.
- Enterprise Software Support: Installed and supported SAP and CRM applications, facilitating efficient business operations.
- Network Configuration: Troubleshot LAN/WAN issues, enabled network ports across Wipro locations, and configured Soft VOIP systems to maintain robust communication networks.
- System Center Configuration Manager (SCCM) Deployment: Participated in the rollout of SCCM across global locations, streamlining software deployment and system management processes.
Remote Support Technical Engineer
Wipro Infotech
12.2006 - 12.2007
- System Administration: Managed and administered Windows 2000 and XP client machines, ensuring optimal performance and security.
- Remote Support: Provided remote assistance using connectivity software to troubleshoot and resolve technical issues efficiently.
- Scripting and Automation: Developed and utilized VBScript and batch scripts to automate routine tasks, enhancing operational efficiency.
- Security Management: Installed, configured, and troubleshooted Symantec Client Security v10.0, effectively managing and mitigating virus-related issues.
- User Account Management: Created and managed user accounts and groups, administering Active Directory and token users to maintain secure access controls.
- Peripheral and Application Support: Handled installation, configuration, and troubleshooting of local and network printers, internet browsers, email clients, IIS, messaging applications, Soft VOIP, SAP, WLAN, I-Pass, RAS, VPN, RSA, and RMS.
- Mail Client Support: Resolved issues related to various mail clients, ensuring seamless communication for end-users.
- Access Rights Management: Granted desktop administrative access rights as necessary, adhering to organizational policies.
- Voice Over IP Configuration: Configured Soft VOIP systems in EC and ROB Call Manager, facilitating efficient voice communications.
- User Support: Responded promptly to IT-related telephone inquiries, providing effective solutions and maintaining high customer satisfaction.
Education
Master of Science - Software Engineering
Periyar University
Salem08-2006
Skills
- Team Leadership
- Encourage Goal Achievement
- Motivate Teams
- User-Focused Device Assistance
- Client Relationship Management
- Strategic Decision Making
- VB & Batch Scripting Expertise
- Technical analysis
Certification
- Microsoft Azure Security Technologies
Training Completion Date: October 2024 - Microsoft Azure Fundamentals
Date Obtained: March 2020 - ICDL Cyber Security
Date Obtained: July 2018 - Microsoft Certified Technology Specialist (MCTS)
Date Obtained: May 2015 - Cisco Certified Network Associate (CCNA)
Date Obtained: January 2014 - Network Administration (Windows Server 2003, XP, 2000, and Red Hat Linux)
- Computer Hardware Maintenance & Servicing
Date Obtained: [Month, Year] - First Time Leaders Program
- Service Excellence
- Change Today for Tomorrow
Qid
28335645840
Disclaimer
I, Rejoy Alex Koshy hereby declare that the information given above is true and correct to the best of my knowledge.
Personal Information
- Hobbies: Music
- Passport Number: F5137087
- Date of Birth: 11/06/83
- Marital Status: Married
Timeline
HICT Project Coodinator
Hamad Medical Corporation
10.2013 - Current
Shift Manager
NTT Data
04.2013 - 09.2013
Site In Charge
Wipro Infotech
07.2012 - 04.2013
Shift Lead
Wipro Infotech
07.2010 - 07.2012
Team Leader
Wipro Infotech
06.2009 - 07.2010
Remote Support Technical Engineer
Wipro Infotech
12.2007 - 06.2009
Remote Support Technical Engineer
Wipro Infotech
12.2006 - 12.2007
- Microsoft Azure Security Technologies
Training Completion Date: October 2024 - Microsoft Azure Fundamentals
Date Obtained: March 2020 - ICDL Cyber Security
Date Obtained: July 2018 - Microsoft Certified Technology Specialist (MCTS)
Date Obtained: May 2015 - Cisco Certified Network Associate (CCNA)
Date Obtained: January 2014 - Network Administration (Windows Server 2003, XP, 2000, and Red Hat Linux)
- Computer Hardware Maintenance & Servicing
Date Obtained: [Month, Year] - First Time Leaders Program
- Service Excellence
- Change Today for Tomorrow
Master of Science - Software Engineering
Periyar University
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