Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
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Jinu Johnson

Bangalore

Summary

Forward-thinking professional offering more than 4 years of experience working in fast-paced environments. Expertise in planning, installing and maintaining large-scale systems and infrastructures. Proven leader with success in building strong teams.

Overview

5
5
years of professional experience
3
3
years of post-secondary education
2
2
Certifications

Work History

Senior System Engineer

Merck
Bangalore
04.2020 - 09.2023
  • This job involves inbound and outbound calls, chats, Emails, and Tickets such as P1, P2, P3, and P4
  • The main area of support is Windows AD, Microsoft O365, Windows Server OS, Networking (VPN), Firewall settings, and other Applications such as Adobe, SAP, and Oracle
  • Support provided on Domain Migration for over 30,000 employees over the past 3 years
  • Educated over 24 new hires on the process, system, and products
  • Managing Backlogs Maintaining NPS, CSAT, SLAs, and other metrics
  • Developed new process knowledge bases for the team and reported to management
  • Provided support to the employees in setting up FIDO.
  • Identified software issues and handled troubleshooting to resolve quickly
  • Assisted employees with resolving network problems at remote locations
  • Supported system users, educating employees on troubleshooting and problem-solving protocols

Technical Advisor

Concentrix
Bangalore
08.2019 - 04.2020
  • Provided inbound and outbound customer service to Intuit QuickBooks customers in the US and Canada
  • Provided remote support to file tax form 1040
  • Contributed 3800 dollars in revenue over three months.
  • Served as primary point of contact for triaging technical issues.
  • Contributed technical oversight to assist team project fulfillment.

Technical Support Engineer

AT&T
Bangalore
08.2018 - 02.2019
  • Employees with HP desktops, laptops, and peripheral issues globally via phone, email, and chat
  • Assisted remote clients with installation and integration of new hardware and software components
  • As L2 technician resolved issues on EULR (lease roll) remotely
  • Participated in setting up new workforce alongside Service delivery leaders as point of contact for employees
  • Worked in Escalation team to manage escalated issues & provided resolution and avoided escalations by providing outstanding support.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
  • Delivered Tier-3 support and SME input to internal and external customers
  • Performed root cause analysis of reported issues to enact corrections
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems

Education

B.Tech -

Janardan Rai Nagar Rajasthan
India
01.2014 - 01.2017

Skills

Active Directoryundefined

Certification

Certificates

Affiliations

  • Issue resolution
  • Troubleshooting
  • Video Conferencing
  • Organizational skills

Timeline

Senior System Engineer

Merck
04.2020 - 09.2023

Technical Advisor

Concentrix
08.2019 - 04.2020

Technical Support Engineer

AT&T
08.2018 - 02.2019

B.Tech -

Janardan Rai Nagar Rajasthan
01.2014 - 01.2017

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Jinu Johnson