Jessu Eapen Abbe
Melbourne,VIC
Summary
Accomplished IT Analyst with extensive experience at Tata Consultancy Services, excelling in SCCM administration, End-User Computing (EUC) operations, and system troubleshooting. Proven track record of leading IT projects, optimizing infrastructure, and delivering seamless technical support in fast-paced environments. Adept at leveraging Agile methodologies, fostering collaboration, and driving client satisfaction through innovative solutions and efficient execution.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Analyst
Tata Consultancy Services
Melbourne, Victoria
04.2024 - Current
- EUC Operations Management: Responsible for overseeing End User Computing (EUC) operations at the client site, including managing the Tech Bar and Data Centre Facilities teams to ensure smooth IT operations.
- SCCM Administration: Administer System Center Configuration Manager (SCCM) for software deployment, patch management, operating system updates, and hardware inventory management across client environments.
- Project Involvement: Actively participate in all stages of project lifecycle including Planning, Testing, Implementation, Hypercare, and Transition phases. Ensure projects are executed according to client requirements, maintaining system integrity and uptime.
- Documentation & Knowledge Sharing: Contribute to the creation and maintenance of Standard Operating Procedures (SOPs) and Knowledge Base (KB) documentation, ensuring comprehensive coverage of project processes and operational requirements.
- Client Interaction: Report directly to clients, ensuring the delivery of customer-centric IT services, troubleshooting issues, and providing technical support as needed to ensure satisfaction and service excellence.
System Engineer & IT Analyst
Tata Consultancy Services
Kochi, Kerala
09.2020 - 04.2024
- SCCM Administration: Managed System Center Configuration Manager (SCCM) for software deployment, patch management, and system updates across client systems, ensuring smooth operation and compliance.
- End-User Computing (EUC): Worked within the Desktop Engineering Team, supporting and troubleshooting EUC systems, ensuring minimal downtime and efficient technical support.
- Project Lifecycle Involvement: Contributed to the Planning, Testing, Implementation, Hypercare, and Transition phases of IT projects, ensuring seamless execution and system stability during each phase.
- Documentation & Process Improvement: Created and maintained Standard Operating Procedures (SOPs) and Knowledge Base (KB) documentation to standardize processes and improve operational efficiency.
- Client Engagement: Provided customer-centric IT services, reporting directly to clients, resolving technical issues, and ensuring high-quality support throughout the project lifecycle.
Assistant System Engineer
Tata Consultancy Services
Kochi, Kerala
09.2017 - 09.2020
- Provided Level 1 support to end users, utilizing SCCM, Remote Control Viewer, and RDP for troubleshooting and remote resolution of technical issues.
- Managed user access through Azure services, Office 365, and Active Directory, ensuring proper permissions and smooth user experience.
- Gained hands-on experience with Mainframe and SAP products, assisting users and troubleshooting issues related to these platforms.
- Led the team during the Business Continuity Planning (BCP) setup, representing the team during client visits, managing escalations, and ensuring critical IT systems were operational during emergencies.
- Took escalation calls from clients, providing effective solutions and ensuring client satisfaction through timely resolution of issues.
Education
Bachelor of Computer Applications - Information Technology
Kristu Jyoti College of Management And Technology
Changanacherry, Kerala , India03-2017
Skills
Technical Skills: Soft Skills & Management:
- MECM (Microsoft Endpoint Configuration Manager), Powershell App Deployment Toolkit
- Application Packaging & Patch Management
- Windows 10 Support & OS Upgrades
- Active Directory & Azure Active Directory
- Remote Troubleshooting (RDP, Cisco VPN, Windows Remote Desktop)
- Crowdstrike Falcon (Endpoint protection)
- ServiceNow & BMC Remedy Ticketing Systems
- SAP Products, SSL Certificates, Putty, WinSCP
- Project Management (Agile Environment)
- Escalation Resolution & Vendor Management
- Teamwork & Collaboration
- Technical Documentation (SOPs, KBs)
- Subject Matter Expert (SME) in IT Operations
Certification
Administering Microsoft Endpoint Configuration Manager(SCCM)
Languages
English
Native/ Bilingual
Malayalam
Native/ Bilingual
Tamil
Limited
Hindi
Elementary
Timeline
IT Analyst
Tata Consultancy Services
04.2024 - Current
System Engineer & IT Analyst
Tata Consultancy Services
09.2020 - 04.2024
Assistant System Engineer
Tata Consultancy Services
09.2017 - 09.2020
Bachelor of Computer Applications - Information Technology
Kristu Jyoti College of Management And Technology
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