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Hi, I’m
JISHNU M
Senior Associate IT Helpdesk
Palakkad
Summary
Astute Senior Associate IT Helpdesk with proven ability to analyze, diagnose and resolve computer user support issues. Possesses knowledge of standard operating systems and networking protocols. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
4
years of professional experience
6
years of post-secondary education
3
Certifications
4
Languages
Work History
Sutherland Global ServicesChennai
SR. ASSOCIATE IT HELP DESK
03.2021 - Current
Job overview
- Established robust reporting systems that provided accurate data for informed decision-making at all levels of management.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Developed comprehensive training programs, resulting in improved employee skillsets and increased productivity.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and organization.
- Proactively identified potential risks, developing mitigation plans to minimize impact on project timelines or outcomes.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
- Championed best practices in quality assurance, consistently delivering error-free work products that exceeded client expectations.
- Actively participated in organizational development initiatives like workshops or seminars, contributing valuable insights based on experience.
- Trained and supported new team members, maintaining culture of collaboration.
- Monitored customer service metrics and performance indicators to identify areas of opportunity.
- Increased customer service success rates by quickly resolving issues.
- Volunteered to help with special projects of varying degrees of complexity.
- Maintained relationships with customers to maximize sales opportunities.
Tech MahindraChennai
Associate Customer Support
10.2019 - 03.2021
Job overview
- Started working as Customer Service Associate and also served as Trainer and Subject Matter Expert for short term
- Supported business by maintaining client parameters and consistent performance
- Handled team of 20 members and trained process knowledge
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Handled customer inquiries and suggestions courteously.
- Worked closely with colleagues during periods of high call volume, efficiently distributing support tasks and ensuring timely resolutions
- Delivered high-quality customer service by maintaining deep knowledge of product features and functionalities, ensuring accurate information sharing with clients
Education
Ammini College Of EngineeringPalakkad
B.Tech: Computer Science and Engineering from Computer Science
08.2015 - 08.2019
K C P H S SKavassery
Some College (No Degree) from PLUS TWO COMPUTER SCIENCE
06.2013 - 07.2014
ST. PAULS HIGH SCHOOLPalakkad, KL
Some College (No Degree) from S S L C
06.2012 - 06.2013
Skills
Application support
LAN/WAN
ITIL Process
Troubleshooting Network Issues
MS excel
Excellent Communication
LAN/WAN
Team building
Team building
Attention to Detail
Chatbots using Chat fuel
Persuasion Skills
Business email writing
System Troubleshooting
IT skills
Computer Skills
Scheduling
Report Preparation
International sales support
Microsoft Excel
Escalation management
De-Escalation Techniques
Live chat support
Dispute Resolution
Hardware diagnostics
Application support
Certification
Certified S.U.R.E RPA DEVELOPER
Accomplishments
- Promoted to Senior Associate from Associate Level within less time span.
- Recognized by the management for Acquiring Highest number of C-Sat score individually in a month.
- Selected as One day manager -maintained the Service Level above 94%,team coaching,case scrubbing and performance review for that day.
- Recognized by management for receiving Positive Customer feedback for the service offered several times as a goodwill gesture.
- Got Opportunity to support as Mentor,trainer and Subject Matter Expert for new Hires and Entire team(acting SME)
Mob
+91-9074261315
Alt Mob
+91-8547682288
Address
Jothy Vihar, Maniyil House, Erimayur Post Palakkad, Kerala678546
Interests
Presentations
Reading
Travelling
Public Speaking
Timeline
SR. ASSOCIATE IT HELP DESK
Sutherland Global Services
03.2021 - Current
Associate Customer Support
Tech Mahindra
10.2019 - 03.2021
Ammini College Of Engineering
B.Tech: Computer Science and Engineering from Computer Science
08.2015 - 08.2019
K C P H S S
Some College (No Degree) from PLUS TWO COMPUTER SCIENCE
06.2013 - 07.2014
ST. PAULS HIGH SCHOOL
Some College (No Degree) from S S L C
06.2012 - 06.2013