Philip Mathew
@philipmathew1
Experienced IT Helpdesk specialist delivering fast technical support and process improvements.
IndiaWhat I'm looking for
I am an experienced IT Helpdesk Executive with a track record of resolving technical issues quickly and improving support processes. I have provided remote support across IT infrastructure, software applications, operating systems, and network management.
At Veritra IT Solutions I resolved hundreds of technical inquiries for dental offices, improving product support response time and performing regular system health checks for workstations and servers. I am proficient with ticketing systems such as AutoTask and ConnectWise and have delivered measurable improvements in helpdesk performance.
I have led training and onboarding for new employees, increasing team proficiency and boosting productivity through process optimization. My background also includes roles in process analysis, sales advising, and frontline IT support in healthcare environments using Citrix, Active Directory, Exchange, and SAP.
I am focused on delivering high user satisfaction, reducing downtime through proactive monitoring, and continuously improving operational metrics. I seek opportunities where I can apply my technical troubleshooting, team training, and process-improvement skills to support business continuity and customer success.
Experience
Work history, roles, and key accomplishments
IT Helpdesk Executive
Veritra IT Solutions
Sep 2020 - Sep 2025 (5 years)
Resolved 200 technical inquiries from dental offices, improving product support response time by 30% and reducing network downtime via proactive monitoring and maintenance. Trained new employees and documented resolutions in Autotask and ConnectWise to improve helpdesk efficiency.
Process Analyst
HNR Tech Pvt. Ltd.
Mar 2018 - Aug 2019 (1 year 5 months)
Increased online order processing efficiency by 75% for Simple Tire LLC by implementing streamlined procedures and provided 80% of email support for Simple Tire and eBay customers. Coordinated with FedEx to resolve delayed shipments.
Sales Advisor
Gold N DiamondAtlanta LLC
Nov 2016 - Feb 2018 (1 year 3 months)
Sold diamond jewelry to new and existing customers, resolved sales queries, and maintained up-to-date product knowledge to support revenue goals.
Service IT Help Desk
Allied Digital Service Pvt Ltd
Aug 2015 - Apr 2016 (8 months)
Provided technical support to clinical staff, improving patient care quality by resolving Citrix, LAN, Active Directory, Exchange, SAP, printer, and scanner issues.
Sr Process Associate / TL
Marketential Concepts LLC
Nov 2012 - Jul 2015 (2 years 8 months)
Increased revenue by selling AMC services to 20 new customers and boosted team productivity ~15% by training 10 new trainees, while resolving customer computer issues.
Education
Degrees, certifications, and relevant coursework
Siddhartha College
Higher Secondary Certificate, Science
1998 - 2001
Completed Higher Secondary Certificate (HSC) with a focus on science from Siddhartha College between July 1998 and February 2001.
Holy Cross High School
Secondary School Certificate, Secondary Education
1993 - 1998
Completed Secondary School Certificate (SSC) at Holy Cross High School during the regular school program from June 1993 to March 1998.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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