Christopher Immanuel J

Being first step on Management Ladder, Responsible for Mentoring, Motivating and Managing IT Service Desk with 30 Engineers supporting 22000 Employees across India aligned with Global Service Desk. Evaluated and adopted new technologies to address changing industry needs.

Key Responsibilities with Team:

• Hiring, On Boarding, Training (Technical and Process) and oversee day-to-day operation
• Create an inspiring team environment with an open communication culture.
• Monitor team performance and report on metrics and Provide Feedback and Coaching. Conduct Refresher Training and Skill verification Assessment for the Team on Quarterly Basis
• Responsible to Validate Knowledge Articles
• Listen to team members’ feedback and resolve any issues or conflicts
• Support VIP Users and 1st Level Escalation contact for IT Support.

Key Responsibilities towards Management and Core Teams

• Responsible to set up New Process and Document in SOP for Audit purpose
• 1st point of contact for Service Management Team, Second Level Team, Infra Team and Asset Management.
• Responsible to raise High Priority Incidents and Join SRT Calls.
• Work Closely with AO Teams, Vendors, MOF. Part of Weekly or Bi Weekly Governance and CAB Calls
• Project Team performance in Monthly Review Meetings.

Contribution to Major Migration activities from IT Support

• Ubuntu to Windows 7 and Windows 7 to Windows 10
• Microsoft 365 migration
• Worked as Project Manager to develop IT Support App from Idea to Application rolled out to 22000 Employees, and won 2nd Place in Hack-Fest event
• Part of Internal Employee Portal Migration

Involved in providing Technical support and Customer support for NORTON Anti-Virus products for users across the World.

• Supported Products like Norton 360 Norton ONE, Norton Security etc...
• Antivirus Programs for multiple Platforms [Windows 8 and 8.1, Windows7, VISTA, XP, MAC, IOS, Android]
• My Role Includes Installation and Troubleshooting of Different Security and Performance Utility Programs.

Involved in providing Technical support for DELL Desktop and Laptop users in USA over voice for customers using Dell Laptop and Desktop. In Addition to support sold services like warranty, Printer Premium Support Etc.

• Responsible for Fault Identification and Replacement of Hardware components and OS installation through Phone.
• Worked under High Pressure situations handling Irate customers.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
• Explained technical information in clear terms to non-technical individuals to promote better understanding