Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Mob
Alt Mob
Address
Interests
Timeline
Hi, I’m

JISHNU M

Senior Associate IT Helpdesk
Palakkad
JISHNU M

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 Services
Chennai

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 Mahindra
Chennai

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 Engineering
Palakkad

B.Tech: Computer Science and Engineering from Computer Science
08.2015 - 08.2019

K C P H S S
Kavassery

Some College (No Degree) from PLUS TWO COMPUTER SCIENCE
06.2013 - 07.2014

ST. PAULS HIGH SCHOOL
Palakkad, KL

Some College (No Degree) from S S L C
06.2012 - 06.2013

Skills

Application support

undefined

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

Discussions

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

Similar Profiles

CREATE PROFILE
JISHNU MSenior Associate IT Helpdesk