Fijo PHILIP
Bangalore
Summary
Seasoned IT professional with a proven track record at DELL International Services, specializing in Technical analysis and ITIL framework. Expert in enhancing service delivery and resolving complex technical issues, leading to a significant reduction in downtime. Recognized for exceptional customer support and systematic problem-solving abilities. Achieved multiple awards for outstanding performance and contributions.
Overview
10
10
years of professional experience
Work History
IT Technical Services
DELL International services
Bangalore
03.2022 - Current
- Logging, categorizing, and prioritizing all calls
- Providing first-line investigation and problem diagnosis
- Resolving incidents or service requests when first contacted or whenever possible
- Escalating incidents and service requests that cannot be resolved within agreed-on time limits
- Closing resolved incidents, requests, and other calls
- Communicating with users to keep them informed of progress, impending changes, agreed-on outages, and other such notifications
- Incident Management: Quickly addressing user inquiries and technical problems to minimize downtime and maintain productivity
- Service Request Fulfillment: Processing requests for new services or modifications to existing services efficiently
- Problem Management: Identifying and analyzing recurring issues to implement effective solutions and prevent future occurrences
- Change Management: Overseeing the implementation of changes to IT services while ensuring minimal disruption to users
- Knowledge Management: Creating and maintaining a comprehensive knowledge base to facilitate quicker resolutions and improve service delivery
- If requested, escalate the customer's case to a subject matter expert or L2
- Responsibilities include researching the client's issues in a timely manner, and following up with the users with recommendations and action plans.
- Contributed to external and internal knowledge base articles
- Clearly documented cases with troubleshooting steps, recommendations, and resolutions
- Coordinated installation of updated computer programs and systems.
IT Support engineer L1
Qube Root Analytics
Bangalore
03.2020 - 01.2022
- Provide technical support and customer service for SFM clients
- As a Technical support engineer I am committed to diagnosing, reproducing, and fixing customer software and hardware issues
- Troubleshoot protocols running on SFM software to assist customer with problem isolation and resolution
- If requested, escalate the customer's case to a subject matter expert or L2
- Responsibilities include: Research client's issues in a timely manner and follow up with the customer with recommendations and action plans
- Contributed to external and internal knowledge base articles
- Reproduced issues in lab environment
- Clearly documented cases with troubleshooting steps, recommendations, and resolutions
- Configured and maintained internal lab containing hypervisor(s), server(s), workstation(s), gateways, mobile devices, SSL certificates, group policies, firewalls, multiple domains, and others
Quality Specialist ( Technical)
Aegis
Bangalore
06.2016 - 08.2019
- Responsible for researching, replicating, performing root cause analysis and providing feedback for product issues reported by the technical support executives and customers within SLA time frame
- QA Specialist often monitors phone calls to measure performance and help implement the business’s strategic objectives
- Work with Documentation and QA teams as necessary to resolve product and document issues
- Managed the technical support page by creating FAQ and KB articles
- Uploaded links for documentation and software downloads of new versions of JIO
- Managed Rave ticketing system support queue
- Programmed attributes to meet our support process improvements including automation and macro designs
- Responsibilities include: To audit the number of calls given by the client on a daily basis
- Record feedback and to let the technical support executives know about his/hers areas of improvements
- Bring in necessary changes to the process and constant updating of call center core process
- To check whether the TSE has incorporated Knowledge and competence and the customer was able to comprehend to what the TSE was talking about
- Attend call calibrations
- To check if the TSE has used the right telephone etiquette's, And followed appropriate hold procedures and has a given a proper resolution for the customer’s request
Technical Support Executive
Reliance Communication
Chennai
09.2014 - 04.2016
- Provide technical support and customer service for Symantec clients
- As a Technical support executive, I am committed to diagnosing, reproducing, and fixing customer software and hardware issues
- Troubleshoot protocols running on Symantec hardware to assist customer with problem isolation and resolution
- If requested, escalate the customer's case to a subject matter expert
Education
Diploma - Electrical and Electronic Engg.
Vijayam Institute of Engineering & Technology
01.2012
HSC -
Govt. Higher Secondary School
01.2008
SSLC -
Govt. Higher Secondary School
01.2006
Skills
- IT services and Technical analysis
- Exchange Server Administration
- Windows 2010, 2013, 2016, 2019 Server
- IIS (Internet Information Server)
- MS Exchange Server 2010/2013/2016/2019
- Creating User Accounts
- Configuring User Profiles
- Creating local and Global Groups
- Managing the account and domain controller
- Maintaining and troubleshooting Exchange servers
- Sharing Folders
- System Policies
- Networking using TCP/IP
- DHCP
- DNS
- RAS (Remote Access Services)
- Implementing Windows 2012 Terminal Services
- Network administration
- ITIL framework
- IT troubleshooting
- Customer support
Accomplishments
- 7 times Busy bee award
- 4 times Hall of fame award
- 3 months worked as ATL
Extracurricular Activities
Member of National Cadet Corps.
Active participant in Blood Donation Camps.
Volunteer in Church Youth
Areas Of Interest
- Cyber security
- Identity and access management
- Embedded Technology
Languages
Malayalam
First Language
Tamil
Advanced (C1)
C1
Timeline
IT Technical Services
DELL International services
03.2022 - Current
IT Support engineer L1
Qube Root Analytics
03.2020 - 01.2022
Quality Specialist ( Technical)
Aegis
06.2016 - 08.2019
Technical Support Executive
Reliance Communication
09.2014 - 04.2016
Diploma - Electrical and Electronic Engg.
Vijayam Institute of Engineering & Technology
HSC -
Govt. Higher Secondary School
SSLC -
Govt. Higher Secondary School
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