Xavier Jayakumar

• Completed Training
• Worked with Installation and Configuration, Debugging and logging.

• Solving all internal IT issues
• Designed and implemented system solutions to enhance operational efficiency.
• Collaborated with cross-functional teams to identify and resolve technical issues.
• Worked as a Trainer, conducting Technical training for end to end Service Desk and also providing training for end user support with regards to creating and resolving tickets involving classroom and individual training sessions.
• Worked on creating presentations, Training manuals, knowledge articles and documents for training purpose, in order to summarize and help the trainees in depth understanding of how the process works.
• Resolved issues and escalated problems with knowledgeable support and quality service.
• Worked and well experienced on troubleshooting desktop, Printers, installation and other related issues.
• Worked and trained on issue related to networking, IP addressing, Active directory, Network drives, VPN, Proxy servers, Registry fix, Security and McAfee Encryption.
• Conducted system testing and validation to ensure performance standards.
• Conducted regular huddles with regards to daily updates on service desk tickets and had various meetings with regards to Service desk departments which includes training requirements.
• Developed comprehensive documentation for system processes and user guidelines.
• Provided technical support and training to end-users to optimize system utilization.
• Audited ticket related cases and provided feedback and learning to the trainee.
• Creating tickets in ITSM tool ( IT service management) as well as Service now tool.
• Prioritizing P2,P3 and P4 tickets to avoid SLA.

Project : Global User Service Desk Jun 2019- Jan 2022

• Tools: Remote Assistance, Avaya, Genesys, ITSM, Logmein, Bomgar, ServiceNow, Blackberry UEM Client, Web Service provisioning, Swadi, SSPR, Microsoft Azure Service Now, Microsoft Intune Admin, Active Directory, Okta Admin

Project : Air plus Lufthansa (Germany) Feb 2023 - Feb 2024

• Roles: L2 Admin, Creating VDI and dispatching to the user, Testing Software on HVDI to check if there's any functionality issue, deploying to the user manually, Coordinating with packaging team for version updates.

Project : Circle K (North America) Feb 2024 - till date

• Responsibilities: Reporting to the management on incident status and team updates, Troubleshooting and configuration of customer issues, Good Experience in Microsoft office authentication process, Intune Administrator support, Creative thinking and problem-solving, Ability to work in a team environment, Worked as an L3 support IT T3 Desktop and Collaboration, Finding out root cause, Dealing with network and infrastructure.

• International voice process
• Back-end Engineer Support
• Creating tasks and ticket assignments

• Worked for background verification team & Data analyst.
• Generating data reports for the Clients
• Worked for EMEA project
• Worked for JP Morgan Client.
• Worked as an Quality analyst for 3 months
• Tools: CSPI