JOE JACOB THOTTAN
Aberdeen
Summary
Accomplished IT professional with 5+ years of experience in IT Helpdesk Management with a strong foundation in the ITIL framework and a proven track record of rapid response to incidents. Demonstrates exceptional customer-focused support and troubleshooting expertise, ensuring seamless network configuration and Office365 and Mac OS management. Skilled in backup implementation and recovery software, with a comprehensive understanding of IT governance. Committed to enhancing organisational efficiency through strategic IT solutions, aiming to leverage skills in a dynamic environment.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work history
IT System Administrator
Intertek Group PLC
Aberdeen, Aberdeen City
2025.02 - Current
- Provide Level1 and Level2 technical support to over 200+ end users, resolving hardware, software and network issues efficiently.
- Installed, configured and maintained windows operating systems, desktops, laptops and peripherals.
- Experience in ServiceNow ticketing tool, to track, prioritize, and resolve IT support requests.
- Oversaw incident, problem, and change management processes in line with ITIL best practices.
- Installed and supported printers, kiosks, meeting rooms, VoIP phones and other IT peripherals.
- Assisted with software deployments, system upgrades and provided remote support through AnyDesk.
- Administered MS365 apps, including outlook configuration, teams support and license management.
IT Helpdesk Engineer
McKinsey & Company
Bengaluru, India
2019.09 - 2023.01
- Served as primary point of contact for end users, helped in troubleshooting technical issues across first and second levels of support.
- Supported 100+ clients through end-to-end deployment of new software and hardware solutions.
- Configured , built and imaged laptops while diagnosing and resolving issues.
- Strengthened IT documentation and knowledge, leading to decrease in recurring support tickets.
Education
Master of Business Administration - MSc (ECON): Finance & Investment Management
University of Aberdeen
Aberdeen 2023.01 - 2023.12
Bachelor of Science - Mechanical Engineering
Rajagiri School of Engineering and Technology
India 2014.04 - 2018.03
Skills
- ITIL framework
- Customer-Focused support
- Troubleshooting expertise
- Backup implementation
- IT governance understanding
- Network configuration
- Office365 expertise
- Mac OS proficiency
Certifications and Licences
- Google Project Management Professional
- Bloomberg Market Concepts Certificate
Awards, Accomplishments and Honours
- Class Representative for entire batch of Finance and Investment Management 2023-2024 at University of Aberdeen, Business School; served as liaison between students and faculty
- Aid for University of Aberdeen's English Language Support Project and Freshers' Week 2023; provided language assistance and event support
- Volunteer for University of Aberdeen's Fresher's 2023 conducted by the Students Union
- Volunteer at Cancer Research Centre, UK
Timeline
IT System Administrator
Intertek Group PLC
2025.02 - Current
Master of Business Administration - MSc (ECON): Finance & Investment Management
University of Aberdeen
2023.01 - 2023.12
IT Helpdesk Engineer
McKinsey & Company
2019.09 - 2023.01
Bachelor of Science - Mechanical Engineering
Rajagiri School of Engineering and Technology
2014.04 - 2018.03