Abin Rappai
Halifax,NS
Summary
Accomplished IT Network Analyst with a proven track record at IMP Group Ltd., enhancing system performance and user satisfaction. Expert in network configuration and support, coupled with exceptional teamwork abilities, led to significant service quality improvements. Skilled in Office 365 and adept at fostering collaboration, consistently resolved high-impact issues, boosting efficiency and customer loyalty.
Overview
5
5
years of professional experience
Work History
IT Network Analyst - T1 Lead
IMP Group Ltd.
06.2022 - Current
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Lead and support Tier 1 service desk teams in troubleshooting network, VPN, and system issues.
- Monitored system performance and responded to alerts.
- Configured and tested Windows Server operating systems with roles features.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Implemented, developed and tested installation and update of file servers, print servers and application servers.
Technical Support Advisor
Concentrix
02.2021 - 06.2022
- Utilized advanced diagnostic tools to resolve high-impact issues, improving user experience.
- Developed and implemented support strategies, enhancing service quality and efficiency.
- Resolved escalated technical problems, boosting customer satisfaction and retention.
- Managed customer support operations using CRM systems, enhancing overall service delivery.
Customer Service Representative
HGS - Hinduja Global Solutions
06.2020 - 01.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Computer And Information Systems
Fanshawe College of Applied Arts And Technology
London, ON04-2020
Hardware Engineering Diploma
Phenix Systems
Angamaly05-2017
Skills
- End user support
- System upgrades
- Troubleshooting
- Office 365
- Network configuration and support
- Active directory
Accomplishments
TECHNICAL PROJECT, FANSHAWE COLLEGE, LONDON
Timeline
IT Network Analyst - T1 Lead
IMP Group Ltd.
06.2022 - Current
Technical Support Advisor
Concentrix
02.2021 - 06.2022
Customer Service Representative
HGS - Hinduja Global Solutions
06.2020 - 01.2021
Computer And Information Systems
Fanshawe College of Applied Arts And Technology
Hardware Engineering Diploma
Phenix Systems
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