Summary
Overview
Work history
Education
Skills
Certification
Timeline
Generic

Gautam Nair

London

Summary

Accomplished IT professional with extensive experience in technical support, systems administration, and IT governance. Demonstrates proficiency in troubleshooting, configuration management, and implementation of tech solutions. Skilled in Agile methodologies, ITSM tools, and virtualisation technology. Proven leadership in IT environments with a strong focus on process improvement initiatives and disaster recovery planning. Adept at managing vendor relationships, coordinating cross-functional teams, and ensuring data privacy compliance. Career goal: to leverage technical expertise and thought leadership to drive innovative IT solutions within a dynamic organisation.

Overview

20
20
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work history

Senior Application Operations Analyst

CFC
City of London
08.2024 - Current
  • Identified opportunities for process improvements, driving innovation within the organisation.
  • Prepared comprehensive reports, providing insights into operational performance.
  • Resolved complex technical issues leading to improved system reliability.
  • Interfaced with stakeholders by translating complex technical concepts into understandable terms.
  • Streamlined processes enhance overall system functionality.
  • Balanced multiple tasks simultaneously while maintaining project deadlines.
  • Foster a collaborative environment to encourage team innovation.
  • Perform In-Depth ticket analysis, investigation, and resolution
  • Carry out SQL configuration changes and run queries to assist in troubleshooting issues
  • Update and maintain documents and procedures
  • Improved efficiency with strategic IT operation planning.
  • Demonstrated strong problem-solving skills tackling challenging IT issues effectively.
  • Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
  • Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Successfully delivered on tasks within tight deadlines.
  • Offered friendly, efficient customer service and handled challenging situations with ease.
  • Played a key role in strategic decision making, influencing company direction.

Operations & Product Support Engineer 2nd Line

VIPR Solutions Ltd
05.2022 - 08.2024
  • Perform In-Depth ticket analysis, investigation, and resolution replicating client environments on internal QA sites as needed
  • Carry out internal and external application configuration and deployments
  • Escalate tickets to the relevant teams, actively track resolution ensure all stakeholders are kept informed, and assigned tickets are resolved in a timely manner
  • Implement general system and user administration tasks as and when needed such as windows server and IIS configuration changes
  • Carry out SQL configuration changes and run queries to assist in troubleshooting issues
  • Provide system training for clients in person and remotely as needed
  • Monitor system alerting and perform health checks
  • Produce reporting on Service Desk statistics as necessary
  • Carry out preliminary analysis on Power BI-related issues
  • Update and maintain documents and procedures

Product Support Engineer

VIPR Solutions Ltd
08.2019 - 05.2022
  • Prioritize and manage incoming incidents, general queries, and change requests
  • Carry out 1st line investigations into customer issues from the front-end application and application configuration levels
  • Engage with 2nd, 3rd line, and development teams, actively tracking the resolution of an issue across its resolution cycle
  • Keeping the service desk manager and external clients updated on the progress of open issues and investigations
  • Ensuring SLAs are met, and performance reports are generated as needed
  • Carrying out client training and system demo sessions - mostly remotely, though the occasional trip into the city will be required
  • Monitoring system alerts and carrying out health checks
  • Produce and maintain application user manuals ensuring they are kept up to date
  • General system and user administration responsibilities as and when needed

Technical Support Analyst

Accent Technologies Ltd
05.2012 - 05.2019
  • Undertaking the testing of software for errors, identifying the source of problems, and proposing solutions
  • Documentation for the latest update within the software
  • Maintaining quality standards and validation techniques for the software
  • Makes recommendations concerning software quality
  • Dealing with and reporting on software bugs
  • Training new clients on the use of software
  • Conducting Demos of the software for new client
  • Installation and maintenance of the software on servers
  • Handling client queries on a daily to day bases
  • Managing a team of support staff
  • Monitoring the support Quires
  • Account Management

Data Base Manager/office asst

High Commission of India - London
01.2011 - 05.2012
  • Maintaining the data bank of the center
  • Managed day-to-day admin, including file organization, spreadsheet development, and report writing
  • Responded promptly to telephone inquiries from clients, vendors, and customers
  • Improved current filing system by moving to a cloud-based storage solution
  • Oversaw daily office operations and equipment maintenance
  • Registered visitors, guests, and contractors upon arrival, providing relevant building access passes
  • Enhanced operational processes using technology and automation
  • Greeted guests and clients with warmth and professionalism
  • Helping in the administration work in the center
  • In charge of procurement & maintenance of stationery item in the center
  • Liaise with the webmaster to maintain the website of the center
  • In charge of the overall security of the center
  • In charge of the IT in the center
  • Maintenance of reception within the center
  • Ushering duties in the events

Marketing Executive

SDK Technologies - London
01.2010 - 01.2011
  • Sales Meeting
  • Account management
  • Arranging meeting with a client for Sales Executive
  • Web analyses for on-page optimization
  • Customer relationship management
  • Rate determination, Interaction with the accounts department pertaining to the invoicing, receivables
  • Coordinating with the Technical department in handling and managing different sections of SEO, Web Designing, Brand protection

Marketing Executive

Europcar, DUBAI Rent a car LLC
04.2007 - 04.2009
  • Vehicle rental services business development and expansion
  • Handling various clients' accounts
  • Customer relationship management
  • Fleet rate determination, Interaction with the accounts department pertaining to the invoicing, receivables, and fleet merchandising
  • Coordinating with the operations department in handling and managing different sections of Bus rentals, Limousine services, and executive car rentals
  • Proofread marketing collateral to guarantee accuracy
  • Coordinated promotional activities and trade show to increase brand visibility
  • Communicated marketing team accomplishments and progress reports, verifying alignment with key business objectives
  • Created engaging marketing materials, driving campaign and brand awareness
  • Delivered professional sales presentations, creatively communicating product quality and market comparisons to prospective clients
  • Completed quarterly forecasting and monthly financial reviews

Security Assistant

Sri Lankan Airlines
11.2004 - 03.2007
  • Security check-in Ramp management, Signatory authority of luggage loading
  • Passenger management till the point of boarding
  • Inbound and outbound risk management - Accountable to the Bomb Detection and Disposal Squad in case of an emergency
  • Checked-in baggage scanning and cargo inspection
  • Reporting to the security officer with detailed reports
  • Responded immediately to emergency situations, remaining professional, calm, and effective under pressure
  • Prepared regular written logs and incident reports at the close of each shift for the management team
  • Responded to alarms and investigated disturbances, contacting local law enforcement personnel in escalating situations
  • Completed required shift logs and reports, highlighting routine activities, suspicious circumstances, and critical incidents
  • Remained focused and vigilant during long periods of sitting, walking, and standing for dependable security services

Education

Master of Business Administration - Business

University of Cardiff
Cardiff
05.2009 - 05.2010

Bachelor of Arts - Economics

university of Kerala
Trivandrum India
06.2001 - 06.2004

Skills

  • Technical support proficiency
  • Agile methodologies familiarity
  • Certified in ITSM tools
  • Leadership in IT environment
  • Configuration management familiarity
  • Information recovery
  • Implementation of tech solutions
  • Virtualization technology understanding
  • Troubleshooting mastery
  • IT Compliance
  • Service-Oriented approach
  • Escalation process management
  • Technical project coordinati
  • Vendor relationship management
  • Systems administration
  • Process improvement initiatives
  • IT governance understanding
  • Cross-functional team coordination
  • Disaster recovery planning
  • SQL proficiency
  • Jira
  • End-user training
  • Managed Service Provider (MSP) help desk
  • Incident analysis
  • MySQL
  • Microsoft 365 administration
  • Customer Service
  • ITIL foundation certified
  • Incident management efficiency
  • Web development understanding
  • Cloud computing understanding

Certification

ITIL 4 Foundation: 2020


Bureau of Civil Aviation Security India

Aviation Security: 2004

Basic Aviation Security Certificate: 2005

Certificate of Competence Training in Dangerous Goods Regulations (CAT 12):2005

Diploma: Computer Applications, 2001

Timeline

Senior Application Operations Analyst

CFC
08.2024 - Current

Operations & Product Support Engineer 2nd Line

VIPR Solutions Ltd
05.2022 - 08.2024

Product Support Engineer

VIPR Solutions Ltd
08.2019 - 05.2022

Technical Support Analyst

Accent Technologies Ltd
05.2012 - 05.2019

Data Base Manager/office asst

High Commission of India - London
01.2011 - 05.2012

Marketing Executive

SDK Technologies - London
01.2010 - 01.2011

Master of Business Administration - Business

University of Cardiff
05.2009 - 05.2010

Marketing Executive

Europcar, DUBAI Rent a car LLC
04.2007 - 04.2009

Security Assistant

Sri Lankan Airlines
11.2004 - 03.2007

Bachelor of Arts - Economics

university of Kerala
06.2001 - 06.2004

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Gautam Nair