Mariatt Abraham
Singapore
Summary
Recent graduate with a Diploma in Information Technology from Republic Polytechnic, passionate about technology and innovation. Experienced in IT support and software development, with hands-on exposure to Agile methodologies, software testing, and database management. Known for being a quick learner, adaptable, and thriving in collaborative environments. Actively seeking opportunities in the tech industry to refine my skills and make meaningful contributions.
Overview
1
1
year of professional experience
Work History
L1-Support Engineer (Intern)
NCS Group
03.2023 - 03.2024
- Managed Level 1 production incidents, service requests, and email inquiries effectively on a daily basis.
- Facilitated the escalation of incidents to the technical team (L2 & L3) for advanced troubleshooting, ensuring adherence to SLAs.
- Monitored incident progress, ensuring timely resolution while maintaining high quality standards.
- Effectively managed client expectations by setting realistic timeframes for issue resolution and providing regular updates on progress.
- Gained hands-on experience with the ServiceNow platform, learning its functionalities and applications for IT service management and business process automation.
- Created and customized reports and dashboards to track performance metrics and support data-driven insights.
- Performed routine administrative tasks, including user management, permissions configuration, and system maintenance, to ensure smooth operation of the ServiceNow environment.
- Assisted the Microsoft service team by supporting their ticketing tool and contributing to cost recovery efforts for Microsoft-related incidents within projects.
- Documented support activities and resolutions in a detailed manner, contributing to knowledge base development.
- Participated in team meetings and training sessions to enhance knowledge and skillset within the IT support field.
Education
Diploma in Information Technology -
Republic Polytechnic
Singapore05.2024
Higher Secondary School -
ST Mary's Higher Secondary School
Kerala, India03.2020
Skills
- Programming Languages: Python, Java
- Cloud Computing: Familiarity with AWS, Azure, and Google Cloud, including IaaS, PaaS, and SaaS concepts
- Software Development Methodologies: SDLC, Agile, RAD
- Operating Systems: Knowledge with Linux, including command line operations, file management, and basic shell scripting
- IT Security: IT security governance
- Networking Fundamentals: Knowledge of key concepts, including TCP/IP, DNS, and network protocols
- Version Control: GitHub
- Soft Skills: Critical Thinking, Problem-solving, Teamwork, Time Management, Adaptability
- Database Management: MySQL (SQL)
Languages
English
Bilingual or Proficient (C2)
Malayalam
Bilingual or Proficient (C2)
tamil
Elementary (A2)
Timeline
L1-Support Engineer (Intern)
NCS Group
03.2023 - 03.2024
Diploma in Information Technology -
Republic Polytechnic
Higher Secondary School -
ST Mary's Higher Secondary School
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