Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Deepak Francis Thayyil

London

Summary

Experienced IT Support Specialist with a strong background in Tier 2 technical support and infrastructure management within high-security environments. Proven ability to troubleshoot and resolve complex hardware and software issues across a wide range of end-user devices including computers, smartphones, printers. Skilled in deploying, maintaining, and decommissioning critical IT infrastructure such as servers, database, switches, and firewalls, while ensuring optimal performance, reliability, and security.

Recognized as a subject-matter expert, providing strategic guidance and technical insight across teams. Adept at identifying and implementing quality improvements to IT services, with a focus on minimizing risk and maintaining operational integrity. Demonstrated excellence in creating and maintaining detailed technical documentation and contributing to the continuous enhancement of systems and applications.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Technology Lead

Infosys Ltd.
01.2022 - Current
  • Assisted in developing innovative technology solutions to enhance operational efficiency.
  • Supported cross-functional teams in identifying process improvement opportunities.
  • Collaborated with team to troubleshoot and resolve technical issues promptly.
  • Oversaw daily service operations, ensuring adherence to quality standards and customer satisfaction.
  • Developed training programs for staff to enhance service delivery and operational efficiency.
  • Analyzed service reports to identify areas of improvement.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Developed financial forecasts and budgets to guide strategic planning initiatives.
  • Processed invoices and contacted appropriate parties for timely payment receipt.
  • Operated computer systems to monitor and control production processes efficiently.
  • Performed routine system checks to ensure optimal performance and reliability.
  • Diagnosed and repaired smartphone hardware and software issues efficiently.
  • Provided technical support to customers, ensuring clear communication of solutions.
  • Monitored print runs for quality control, identifying and correcting issues promptly.
  • Troubleshooting of software or hardware issues based on the error messages.
  • Deploy, Maintain, Repair, Upgrade, Decommission of Servers, Database,Applications, Switches, Firewall.
  • Maintenance of Software as required via patch release.
  • Provide suggestions to customer/team management on new ways and tools to improve current infrastructure.
  • Administered database(MS SQL Server and PostgreSQL) performance tuning to optimize query execution and enhance system efficiency.
  • Developed backup and recovery strategies, ensuring data integrity and availability across multiple environments.
  • Provide training to junior team members on a periodic basis on L3 or L2 tasks.
  • Creating of technical documentation as new tasks are added.
  • Provide recommendations to Application team from an infrastructure view like CPU, Memory, DB , Network, firewall rules.
  • Perform monthly patching activities.

Technology Analyst

Infosys Ltd.
02.2021 - 12.2021
  • Collaborated with cross-functional teams to implement software upgrades and enhancements.
  • Developed and maintained documentation for system processes and user guides.
  • Provided technical and functional recommendations based on project requirements.
  • Oversaw technology services delivery, consulting with relevant personnel to assist with migration and troubleshooting.
  • Knowledge transfer sessions conducted for team
  • Managed IT infrastructure upgrades, ensuring minimal impact on daily operations while enhancing overall system capabilities.
  • Measured and reported on service-level metrics to streamline IT assessment.

Technology Analyst

Infosys Ltd.
01.2018 - 01.2021
  • Administered database systems ensuring optimal performance and security protocols
  • Implemented capacity planning strategies to accommodate growth in data volume without compromising system performance or reliability.
  • Created a robust disaster recovery plan to ensure business continuity in the event of hardware failures or natural disasters.
  • Developed and implemented backup strategies to ensure data integrity and recoverability
  • Monitored database performance, identifying bottlenecks and optimizing queries for efficiency
  • Conducted regular audits of data quality, identifying inconsistencies and implementing corrective actions as necessary.
  • Administered, supported, and monitored databases by proactively resolving database issues and maintaining servers.
  • Set up and controlled user access levels across databases to protect important data.
  • Provided timely resolution of critical production issues, minimizing downtime and avoiding potential revenue loss.
  • Mentored junior staff on best practices in database management and troubleshooting techniques.
  • Provided technical support for end users, resolving hardware and software issues efficiently.
  • Improved system performance by regularly updating software and hardware components.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed and configured operating systems and applications.
  • Installed, configured and maintained computer systems and network connections.

Systems Engineer

Infosys Ltd.
12.2015 - 12.2017
  • Provided technical support to end-users, resolving issues efficiently and enhancing user satisfaction.
  • Diagnosed and troubleshot hardware, software, and network problems utilizing ticketing systems.
  • Managed incident response by prioritizing tickets based on severity and impact on operations.
  • Collaborated with cross-functional teams to implement process improvements for service delivery.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
  • Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
  • Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
  • Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
  • Generated reports to track performance and analyze trends.

Education

Master of Technology - Power Systems

SRM University
Chennai, India
06-2015

Bachelor of Science - Electrical And Electronics Engineering

University of Calicut
Thrissur, India
06-2013

Skills

  • Troubleshooting & Analysis & RCA
  • Server and Database management
  • Capacity planning
  • Client relationship management
  • End User management
  • Network and Firewall management
  • Incident and Change management
  • Technical Documentation
  • Project management
  • Decision-making
  • Multitasking Abilities
  • ITIL processes

Languages

English
Hindi
Malayalam
Tamil
Telugu

Certification

Infosys Internal- ITIL 4 Foundation

Timeline

Technology Lead

Infosys Ltd.
01.2022 - Current

Technology Analyst

Infosys Ltd.
02.2021 - 12.2021

Technology Analyst

Infosys Ltd.
01.2018 - 01.2021

Systems Engineer

Infosys Ltd.
12.2015 - 12.2017

Master of Technology - Power Systems

SRM University

Bachelor of Science - Electrical And Electronics Engineering

University of Calicut

Similar Profiles

CREATE PROFILE
Deepak Francis Thayyil