Tom Lewis

Software Engineer

Kochi, Kerala, India17 yrs 6 mos experience

Highly Stable

Key Highlights

Proven track record in incident management and root cause analysis.
Expertise in process automation and continuous improvement.
Strong cross-functional collaboration across global teams.

Stackforce AI infers this person is a SaaS Application Support Specialist with a focus on process automation and incident management.

Contact

Skills

Core Skills

Process Improvement ProjectsProcess AutomationIncident ManagementCustomer SupportHelp Desk Support

Other Skills

Knowledge in MS AccessSharePointVBAAnalytical SkillsUndergone training in Data analytics tools TableauPower BIKnowledge in RPA automation tools UI pathI macroPower AutomateCross-team CollaborationService-Level Agreements (SLA)RCAProblem SolvingRoot CauseRoot Cause Analysis

About

Application Support Specialist with a proven track record of delivering reliable technical solutions and ensuring operational stability across global regions, including the US, UK, Asia Pacific, the Middle East, and India. Skilled in incident management, root cause analysis, system monitoring, and effective cross-functional collaboration. Recognized for streamlining support processes, enhancing performance, and minimizing downtime through proactive troubleshooting and automation. Committed to maintaining seamless application performance and driving continuous improvement in support operations.

Experience

17 yrs 6 mos

Total Experience

2 yrs 8 mos

Average Tenure

1 yr 5 mos

Current Experience

Github

Support Engineer | GitHub (Andela)

Dec 2024 – Present · 1 yr 5 mos · Contract · Remote

Providing support for account access and authentication issues, ensuring a secure experience for users across GitHub's platform.

Andela

Support Specialist

Dec 2024 – Present · 1 yr 5 mos · Contract · Remote

Serving as a support specialist assigned to GitHub. Working closely with cross-functional teams to resolve user issues and ensure customer satisfaction.

Fragomen

2 roles

Business Immigration Supervisor Process

Jan 2022 – Jan 2023 · 1 yr

Worked as Business Immigration Supervisor Process in Fragomen India, Kochi.
Work involves being focal Point of Contact for Internal Fragomen Teams, for any automation and Process improvement tasks, internal technical training & configuration troubleshooting.

Knowledge in MS AccessSharePointVBAAnalytical SkillsUndergone training in Data analytics tools TableauPower BI+6

Senior IT Services Specialist

Jan 2016 – Jan 2022 · 6 yrs

Worked as Senior IT Services Specialist in Fragomen India, Kochi. Supporting Global Fragomen Employees in US, India, EMEA, Asia Pacific.
Worked as SME (Subject Matter Expert) for IT Application support team Kochi work involves
Providing Admin Support for Internal Application Back-end configuration support, Account creation/Amendments, Automating Bulk Mass back-end updates using UI path, Imacro RPA automation tools.
Supporting /Training team and Fragomen Employees for Internal Applications. Coordinating Allocating Bulk Back-end Project requests within team and meeting client SLA timelines.
Coordinating Shifts and being first point of contact for any Application or Process related queries.

Service-Level Agreements (SLA)RCAProblem SolvingRoot CauseRoot Cause AnalysisCommunication+5

Halliburton

Service Specialist III

Jan 2014 – Jan 2015 · 1 yr

Worked as Service Specialist in Halliburton Energy Services in Saudi Arabia.

Emerson

Service Engineer

Jan 2009 – Jan 2014 · 5 yrs

Worked in Saudi Arabia, Abu Dhabi & Qatar for Roxar (Emerson Process Management) as Service Engineer for Installation and commissioning of Instruments.

Amec foster wheeler india private limited(wood clc)

IT service desk Admin

Jan 2008 – Jan 2009 · 1 yr · Chennai, Tamil Nadu, India · On-site

Worked as IT service desk Admin in Foster Wheeler ,Chennai Supporting Foster Wheeler Employees in UK, Middle East and India
Experience in Configuring and troubleshooting Active Directory, Outlook and Lotus Notes, Application support
Exposure to password reset tools and troubleshooting experience using Remote control tools , Goverlan, Logmein.

Key Performance IndicatorsComputer LiteracyCustomer SupportIncident ManagementTroubleshootingZendesk

Sutherland

Senior Tech Support

Jan 2007 – Jan 2008 · 1 yr · Chennai, Tamil Nadu, India

Worked as Senior Tech Support in Sutherland Global Service
For Verizon Enterprise Support, Supporting Verizon Internal Employees in US
for Desktops, Laptops, Outlook, VPN and Internal application support.

Help Desk SupportCustomer SupportOral CommunicationTroubleshootingZendesk

Cybernet slash support corp privatelimited

Application Engg

Jan 2006 – Jan 2007 · 1 yr · Chennai, Tamil Nadu, India · On-site

Worked as Application Engg in Slash Support Chennai.
Supporting End users for Various SOHO Router Configurations, VPN and Wireless.
Experience in Configuring and Troubleshooting SOHO Routers, Switches, Wireless, VPN

Help Desk SupportKey Performance IndicatorsCustomer SupportOral Communication