JAYAKRISHNAN VO
IT TECHNICAL SUPPORT ENGINEER
Palakkad
Summary
Knowledgeable IT professional with experience in setting up, maintaining, and repairing user stations. Demonstrates strong independent work capabilities on various support projects while maintaining precise documentation. A skilled troubleshooter and critical thinker with exceptional problem-solving abilities. Proven track record of providing reliable IT support and communication technology assistance. Successfully maintained high-performing systems through continuous monitoring and proactive improvements. Efficient in resolving issues quickly and accurately by applying focused troubleshooting techniques.
Overview
3
3
years of professional experience
9
9
years of post-secondary education
2
2
Certifications
4
4
Languages
Work History
Senior Technical Support Engineer
Bitvoice Solutions Pvt Ltd
ERNAKULAM
11.2021 - Current
- Proactively engaged with customers by asking insightful questions to identify and implement effective technical solutions.
- Acted as the primary point of contact for escalations, offering expert guidance and resolving complex issues raised by first-line engineers.
- Delivered clear, concise, and step-by-step technical support, ensuring efficient and accurate issue resolution.
- Managed customer inquiries through email, phone, and live chat, providing remote troubleshooting for various technical problems.
- Conducted training sessions to educate customers on new software features, system updates, and hardware installations.
- Configured and provided ongoing support for SIP devices, ensuring seamless integration within customer environments.
- Delivered expert first-line support for telephony, SIP, PBX, and phone systems, ensuring smooth and efficient operations.
- Assisted customers in the successful setup of new systems, applications, and software, optimizing their IT environments.
- Managed the setup, optimization, and support of network equipment, ensuring reliable and continuous performance.
- Led application upgrades and migration projects, ensuring minimal disruption and smooth transitions for end-users.
- Served as an escalation point for L1 Support Engineers, offering mentorship and effectively resolving complex technical challenges.
- Maintained strong client relationships through regular communication, providing personalized support and proactive solutions.
Education
Certificate of Higher Education - +2
HSS PERINGODE
PERINGODE 06.2016 - 03.2018
Bachelor of Science - Bsc Electronics
IHRD CAS VATTAMKULAM
Edappal, India 06.2018 - 03.2025
Skills
Linux Expertise: Skilled in using Linux (Red Hat,Debian, CentOS ,etc)
Backup & Recovery
Server Support & Maintenance Experienced in setting up, managing, and troubleshooting servers with high availability (HA) configurations
SIP Knowledge: Understanding of SIP for voice and telecommunication solutions
Customer Handling
undefinedCertification
•Red Hat Certified Engineer - RHEL 8.
Timeline
Senior Technical Support Engineer
Bitvoice Solutions Pvt Ltd
11.2021 - Current
Bachelor of Science - Bsc Electronics
IHRD CAS VATTAMKULAM
06.2018 - 03.2025
Certificate of Higher Education - +2
HSS PERINGODE
06.2016 - 03.2018
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