Issacc Osteen
IT Operations Engineer
Chennai
Summary
Results-driven IT Support Specialist with over 4 years of experience in technical support, specializing in incident management, client engagement, and operational excellence. Currently contributing to CGI Inc. by supporting enterprise clients such as Riwal and Boels Rental, demonstrating strong progression from Service Desk to Subject Matter Expert through proactive upskilling and ownership of critical operational tasks. Proficient in ticket queue monitoring, Active Directory administration, and managing Print and File Server environments, while excelling in RTAC coordination, team support, session scheduling, documentation management, and performance reporting. Renowned for delivering high-quality IT support that enhances operational efficiency and fosters strong client satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
2
2
Languages
Work History
Riwal, Administrator
CGI
08.2022 - Current
- Provide technical support to users via the ticketing system and phone calls.
- Generate and share daily and weekly performance reports with the Operations team.
- Contributed several knowledge-base articles to improve internal processes and team efficiency.
- Conduct regular feedback sessions to help team members reduce errors and improve performance.
- Handle escalations, and ensure timely and effective resolution, with a focus on client satisfaction.
- Interact directly with clients to understand issues, and deliver appropriate solutions.
- Provide on-call support as per schedule, and whenever necessary.
- Perform day-to-day tasks such as license cleanup and license provisioning for team members.
Onsite Engineer - Technical Support
New Wave Pvt.Ltd
01.2022 - 07.2022
- Provides technical support to users by investigating and resolving queries, debugging problems, and maintaining workstation and LAN performance.
- Streamlined workflows with effective communication between team members and clients.
- Optimized system performance through regular updates, patch installations, and hardware upgrades.
Field Engineer – Technical Support
New Wave Pvt,LTD
06.2018 - 07.2019
• Worked as a consultant for Lenovo as a Field Support Engineer, providing onsite technical support for hardware and software issues across multiple industries. Diagnosed system problems, repaired or replaced faulty components, and resolved operating system and application issues to ensure minimal downtime.
• Reviewed design modification requests and provided technical clarification to support implementation and system improvements.
Education
High School Diploma -
Panimalar Polytechnic College
Chennai, India 04.2001 -
Bachelor of Engineering - Mechanical Engineering
PRIST UNIVERSITY
Chennai, India 04.2001 -
Skills
Jira
VMWare
Okta
Google Admin Console
Metaregistrar
Comarch
Azure Entra ID
Streamline NX(Ricoh Network Printers)
Saleforce(UAM)
NetSuite(UAM)
SAP(UAM)
Active Directory
Accomplishments
Implemented an automation workflow in Jira to automatically notify users when a ticket is created, acknowledging receipt and informing them that the issue will be addressed promptly, improving communication efficiency and reducing manual follow-ups.
Certification
System Eng + Networking
Timeline
Riwal, Administrator
CGI
08.2022 - Current
Onsite Engineer - Technical Support
New Wave Pvt.Ltd
01.2022 - 07.2022
Field Engineer – Technical Support
New Wave Pvt,LTD
06.2018 - 07.2019
High School Diploma -
Panimalar Polytechnic College
04.2001 -
Bachelor of Engineering - Mechanical Engineering
PRIST UNIVERSITY
04.2001 -
Skills summary
- Skill: Application knowledge
- Jira: Number of years: 4, Skill level: 5
- VMware: Number of years: 4, Skill level: 3
- Okta: Number of years: 4, Skill level: 4
- O365: Number of years: 4, Skill level: 3
- Google Application: Number of years: 2, Skill level: 4
- NetSuite: Number of years: 2, Skill level: 1
- IT disciplines
- Technical Support: Number of years: 4, Skill level: 4
- Report Analysis: Number of years: 4, Skill level: 3
- Industry knowledge
- IT Service Management: Number of years: 4, Skill level: 4
- Other relevant skills
- Responsibility: Number of years: 4, Skill level: 4
- People Management: Number of years: 4, Skill level: 3
- Logical thinking: Number of years: 4, Skill level: 3
- Communication: Number of years: 4, Skill level: 3