Lithiya Varukunnel Thomas
IT System Analyst
Cottbus,Berlin
Summary
Results-driven IT System Analyst with 6+ years of experience delivering seamless IT support and driving process improvements for global users. Currently advancing expertise with an M.Sc. in Artificial Intelligence. Proficient in ServiceNow, Python scripting, and automation testing. Certified in AWS and DevOps. Known for clear communication, problem-solving, and boosting team productivity
Overview
7
7
years of professional experience
10
10
years of post-secondary education
4
4
Languages
Work History
ANALYST 1 IT SYSTEMS
Motorola Solutions
05.2019 - 07.2022
- Provided comprehensive IT support to over 1,000 global Motorola users and 600+ Kodiak users, ensuring seamless operations and quick issue resolution.
- Designed, implemented, and improved IT processes to enhance service quality, efficiency, and time management.
- Translated complex technical problems into clear, understandable solutions for non-technical users, enabling faster resolutions and user satisfaction.
- Conducted both automation and manual testing to validate system functionality and ensure reliable performance.
- Managed and administered ServiceNow for ticketing, incident tracking, and change management.
- Performed server administration, including configuration, maintenance, and monitoring to ensure system availability.
- Utilized GLPI for effective tracking and resolution of IT support tickets.
- Handled Uni-flow system administration for managing print services and user access.
- Led IT asset management and procurement, ensuring optimal resource availability and inventory control.
- Conducted onboarding and training sessions for new employees, contributing to team productivity and knowledge transfer.
Facility Management Jr. Executive
Sobha Limited
04.2018 - 04.2019
- Provided end-to-end IT support for internal users, ensuring timely resolution of technical issues related to hardware, software, and networks.
- Collaborated with management to identify workflow bottlenecks and contributed to process improvement initiatives.
- Proposed actionable ideas to enhance IT service performance and operational efficiency across teams.
Customer Support Executive
Genisys Information Systems
12.2015 - 07.2017
- Delivered end-to-end IT support for users, resolving technical issues related to systems, applications, and hardware in a timely manner.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Streamlined support processes for faster resolution times and increased customer loyalty.
Education
M.Sc. - Artificial Intelligence
Brandenburg University of Technology
10.2022 - Current
B.E - Computer Science and Engineering
Anna University, Anna Mathammal sheela Engineering
06.2011 - 08.2015
Vocational Higher Secondary - Computer Science
Kerala State Board
06.2009 - 03.2011
High School -
Kerala State Board
India 06.2008 - 03.2009
Skills
IT Support & Troubleshooting: Strong knowledge of hardware and software systems
ITSM Tools: Proficient in ServiceNow and GLPI for ticketing and incident management
Scripting Languages: Working knowledge of Python, C, and C
MS Excel
Documentation and reporting
Report preparation
Excel proficiency
Background in Agile environments
Automation scripting
Test planning
Manual test case preparation
Regression testing understanding
Awards
AWS Cloud Partitioner Essential Training and certification., Architecture on AWS Training and certification., Certified Entry Level Python programmer Certification., Robot framework Training and certification., Devops Foundation certification., Manual and automation Testing Certification., Java beginners & intermediate course from LinkedIn.
Languages
English
Bilingual or Proficient (C2)
Malayalam
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)
German
Elementary (A2)
Tamil
Upper intermediate (B2)
Timeline
M.Sc. - Artificial Intelligence
Brandenburg University of Technology
10.2022 - Current
ANALYST 1 IT SYSTEMS
Motorola Solutions
05.2019 - 07.2022
Facility Management Jr. Executive
Sobha Limited
04.2018 - 04.2019
Customer Support Executive
Genisys Information Systems
12.2015 - 07.2017
B.E - Computer Science and Engineering
Anna University, Anna Mathammal sheela Engineering
06.2011 - 08.2015
Vocational Higher Secondary - Computer Science
Kerala State Board
06.2009 - 03.2011
High School -
Kerala State Board
06.2008 - 03.2009