Jaikumar Jacob

• Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
• Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
• Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
• Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
• Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to endusers.
• Worked with users to determine areas of technology in need of improved usability.
• Managed onboarding and offboarding of employees.
• Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
• Increased efficiency in the workplace by ensuring seamless integration of new applications into existing systems.
• Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
• Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Installed and configured network printers and other peripheral devices.
• Diagnosed and executed resolution for network and server issues.
• Designed and evaluated WAN and LAN connectivity technologies.
• Implemented and maintained virtual private networks.
• Respond promptly to incoming help requests from end users, partners via phone, email, IM and tickets in a courteous manner and take ownership of the issue/request through to completion.
• Correctly log, categorize and prioritize incidents and requests by documenting user identification information, including name, department, contact information, and nature of problem or request.
• Analyze, diagnose and troubleshoot the issue to enable maximum first contact resolution.
• Manage issues through their entire lifecycle from the first point of contact to resolution by ensuring all issues/ticket are resolved within SLA or escalating to other teams as appropriate.
• Document and update tickets with accurate and timely records of status, work performed, and resolution detail.
• Awareness of the organization structure (different entities within the group) and competence to escalate significant problems or VIP issues promptly to Management.
• Take remote sessions to troubleshoot the issue in a swift manner
• Dial outbound calls to clients, end users, partners to resolve the issue and followup on the tickets assigned
• Provide technical assistance in terms of installation, connectivity and acess for end users in Mac Book Pro, iMac, Mac Book Air, Mac Book and Mac Mini systems through remote sessions, Video Calls and Teams call
• Prepare Mac machines for JML and IMAC for Onsite locations of the client around the globe
• Provide on call assistance for Windows 10 and Windows11 First time users for new configuration
• Provide technical assistance for Windows 11 and Windows 10 users in terms of access, activation, installation of applications manually over the teams and remote sessions through Team Viewer.
• Create SOP’s and Technical documentation for the client in terms of technical troubleshooting and access related using Atlassian and Jira, Confluence
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• Mentored junior engineers, contributing to their professional growth and overall team productivity.
• Oversaw the successful completion of multiple concurrent projects, balancing priorities while maintaining strong attention to detail.
• Collaborated with cross-functional teams to ensure seamless integration of new features into existing product lineups.
• Achieved cost savings by streamlining workflows, automating repetitive tasks, and reducing material waste across various projects.
• Respond promptly to incoming help requests from end users via phone, email and ticket in a courteous manner and take ownership of the issue/request through to completion.
• Correctly log, categorize and prioritize incidents and requests by documenting user identification information, including name, department, contact information, and nature of problem or request.
• Analyze, diagnose and troubleshoot the issue to enable maximum first contact resolution.
• Manage issues through their entire lifecycle from the first point of contact to resolution by ensuring all issues/ticket are resolved within SLA or escalating to other teams as appropriate.
• Document and update tickets with accurate and timely records of status, work performed, and resolution detail.
• Awareness of the organization structure (different entities within the group) and competence to escalate significant problems or VIP issues promptly to Management.
• Maintain and develop own knowledge and skills to assist with fault resolution and share knowledge and solutions with teammates and colleagues.
• Assign Tickets and emails to TSE’s as per shift timings
• Handled Major incident Management, Technical War rooms, circulate formal notification throughout the organization in terms of major outages in Production environment or major changes in production and non production environments
• Create KB articles to maintain the stats and metrics of the TSE’s to achieve Teams’s monthly parameters.
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• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
• Mentored junior members of the team on best practices in issue resolution techniques.
• Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
• Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
• Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Performed root cause analysis of reported issues to enact corrections.
• Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
• Earned recognition from management for consistently delivering exceptional service quality.
• Collaborated with cross-functional teams to develop solutions for recurring technical problems.
• Receives calls from UK, US and APAC internal Employees and customers related to WiFi connectivity,
• VPN Configuration, NT Locked out multiples times a day.Admin account password reset, SSO related issues in mobiles and other devices.
• Assist users with Service now Incident tasks, RITM requests and route the tickets where necessary to resolve the issue
• Provide IT support related to Mac and Windows laptops and desktops at offsite events by walk in support, remote support, Virtual Tech Kiosk.
• Manage Shared mailbox, Distribution List Manager, Create Shared calendar, manage Meeting rooms and conference rooms through remote support
• Troubleshoot issues related to Citrix account
• Monitor Chats, calls and provide feedback to team members to work on the parameters required in the area of improvement
• Train team members with the soft skill related concepts
• Support team in criticality
• Create Knowledge Articles and publish it online for Internal users and employees of the organization
• Support onboarding employees with the first time use of Laptops, mobiles in the organization
• Provided live feedback to SD and HD agents in terms of services. Quality standards of calls, chats and email

• Download, install Hypervisor applications for Mac Book Pro, iMac, Mac Book Air, Mac Book and Mac Mini systems.
• Receive calls, Dial Calls and from US, UK and Asia Pacific clients.
• Draft Emails to different clients from all over the world.
• Work on technical cases assigned to desktop support engineers under project.
• Troubleshoot Windows and other platforms technical related issues through voice, email and remote connectivity.

Troubleshoot issue related to USB, sound, display, network related issues

• Recover IT Assets like desktop, laptops and smartphones from all remote users around the provinces of USA
• Interact with different users from US to resolve technical issues related to Dell products
• Log a ticket for incidentt, request and query for the internal employees of the organization
• Raise IT trouble tickets using ITSM tool
• Work closely with Dell US IT asset and Dell India IT asset team to recover the assets from the remote employees who worked under contract

• Assist customers from different parts of the world through chat and email with Adobe products
• Take remote desktop session and resolve their issue
• Installing and configuring computer hardware operating systems and application
• Movement of assets within and outside premises as per Company requirements.
• Deployment and issuable of Assets as per internal clients requirement
• Co-ordination with vendor on purchases, billing and warranty support.
• Maintain healthy stock of wearable items and inform Manager of stock analysis.
• Handle Day-to-day issues on peripherals equipment.
• Handle all Audio and Video related issues.
• Procuring of IT Asset for internal users and clients of the company
• Provide helpdesk support and resolve problems to the end user’s satisfaction
• Assist with onboarding of new users
• Ensure each workstation has a computer, monitor, keyboard, mouse and any other additional specialized equipment
• Install, test and configure new workstations, peripheral equipment and software
• Maintain inventory of all equipment in all floors in the organization
• Manage PC setup and deployment for new employees using standard hardware, images and software
• Perform timely workstation hardware and software upgrades as required
• Resolve issues related to Operating system, patch updates and VPN for remote users through call or chat