Jude Felix James
Hyderabad
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Intend to build a career with a leading corporate of highly oriented and hi-tech environment where my acquired skills and education will be utilized towards continuous growth and advancement and help me in growing professionally to work as a key player in challenging and creative environment.
Overview
9
9
years of professional experience
Work History
IT SUPPORT ENG I (ESC)
Amazon Web Services
Hyderabad
04.2017 - 02.2022
- Handle escalations contacts from internal team such as Legal, HR and Security other internal stakeholders.
- Troubleshoot difficult IT problems without SOPs.
- Automate manual tasks; create/improve small tools that help make team operations more efficient.
- Creation of windows, LDAP accounts and Exchange email accounts.
- Creation of exchange conference room calendar and shared mailboxes.
- Mail moderation changes and enabling external mail relay for end users as well as email lists.
- Supported on- call duty to attend Sev1 and Sev2 events at Amazonian's, which affected globally.
- Creation of knowledge base articles for team.
- Worked with engineering teams to plan for the support of new tools and services and improving the level of support provided for existing ones.
- Served as point of contact for escalated contact resolution of a business influencing or sensitive nature.
- Responding to inquiries, escalations, and establishing partnerships with key customers and service owners.
- Periodically conducted meetings and training on new tools and technologies on boarded throughout the APAC Region.
- Providing high-level technical support for windows client/server OS, Microsoft AD, DNS, DHCP, SharePoint, Exchange, Chime etc.
- Handling File Server creation and modification requests. Including extensive troubleshooting for access/down time issue.
- Assured compliance to troubleshooting guidelines in negotiation/ resolution of issues/ status and maintenance of documentation pertaining to case findings & solutions.
- Analyzed trends in escalations data to identify recurring issues and initiate preventative measures.
- Delivered training sessions on new products and technologies, ensuring team members were well-equipped to handle emerging issues.
- Provided exceptional customer service while resolving difficult situations diplomatically, maintaining client loyalty during challenging circumstances.
IT Technical Analyst
Unisys India Pvt Ltd
Hyderabad
07.2015 - 03.2017
- Handled B2B user enquiries on all Microsoft Products from OS to LOB Apps.
- Handling SAP (creating accounts and password resets for Nokia users THROUG ADUC).
- Administrative tasks includes providing temporary passwords, creating users and managing groups
- Responsible to resolve the tickets logged by the end users within the SLA.
- Analyze the root cause for issues related to access, permissions, groups, applications.
- Trouble shooting and Configuration of VPN client application and certificate installation.
- Supporting various OS related issues for Windows.
- Home directory and remote accessibility issues.
- Administrative tasks includes providing temporary passwords, creating users and managing groups.
- Citrix latency trouble shooting.
- Printer and Fax support.
- Routing requests to resolver groups i.e. coordinating with other support teams such as Server, Network and Applications etc. to ensure that the issue gets resolved within TAT.
- Provide Technical support for Desktops, Laptops, Servers, iPhones and Blackberry.
- Setting up and configuring Wireless connection.
- Software Installation as per the user and department requirements.
- Worked on ITSM and Service Now tools.
- Troubleshooting Browsing, E-mail(Outlook) and Connection Issues.
Technical Associate
Genpact India Pvt Ltd
Hyderabad
06.2013 - 06.2015
- Assisting users(Genpact employees) in resolving software and hardware related issues .
- Level one application support which include, reporting application issues to the resolver groups.
- Assisting users in resolving issue related to VPN and wireless connectivity.
- Installing software’s on users computers from the servers by accessing their machines through RDP.
- Resolving issues related to Microsoft applications.
- Reporting hardware related issues to the APEX group.
Education
B.Tech - Information Technology
MallaReddy Engineering College
Hyderabad01-2011
Intermediate - MPC
Loyola Junior College
Hyderabad01-2007
S.SC -
St.Mary's High School
Hyderabad01-2005
Skills
- Software Installation
- Hardware Diagnostics
- Operating Systems
- Mobile Device Management
- Active Directory
- Help Desk Support
- Incident Management
- System Administration
- Service Level Agreements
- Windows Server
- Exchange Administration
- MAC OS
- Microsoft Office 365
- Account Management
- Network Troubleshooting
- Remote Desktop Support
- User credential management
Accomplishments
• Pilot member of the Central IT Services team in India.
• Trained Local IT engineers on Central IT support tools and technologies across APAC region.
• Trained the newly joined Engineers in Central IT.
• Authored self-help/knowledge base articles for employees and support engineers.
• Supported in recruitment of team members for Central IT for APAC region.
Personal Information
- Name : Jude Felix James
- Father’s Name : Jockiam James
- Nationality : Indian
- Date Of Birth : July 20, 1990.
- Languages Known : Telugu, Tamil, Hindi and English
I do hereby declare that all the above information’s are true to the best of my Knowledge.
Date: Place: Hyderabad
Jude Felix James
Languages
French
First Language
Timeline
IT SUPPORT ENG I (ESC)
Amazon Web Services
04.2017 - 02.2022
IT Technical Analyst
Unisys India Pvt Ltd
07.2015 - 03.2017
Technical Associate
Genpact India Pvt Ltd
06.2013 - 06.2015
B.Tech - Information Technology
MallaReddy Engineering College
Intermediate - MPC
Loyola Junior College
S.SC -
St.Mary's High School
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