Joshwin Jabaraj

Objective

Reliable, dedicated and highly driven technical support analyst seeking a full-time position where I can utilize my troubleshooting and technology integration skills to increase the technology reliability and resolve users’ technical issues. More than 6 years of experience in the IT industry.

CORE SKILLS

Service Desk Analyst | Research Analyst |Technical Support | Communication | Presentation Skills

Client Relationship Management | Analytics/ Data Analysis | Marketing Research | Team Player | Quality Assurance | Negotiation | Adept multi-tasker | Leadership Attributes | Helpdesk | Application Support | Technical Specialist | CCNA | Software | Hardware | Website | Servers | Multi-hosting | Networking | Troubleshooting | Microsoft Office | Active Directory | Remote Desktop Support | Shared/Network Drive handling | Incident Management | Office 365 Suite | Printer Management | Operating System | Windows 11 | Crimping

EDUCATION & PROFESSIONAL DEVELOPMENT

• BE (Automobile Engineering) at Hindustan University, Chennai 2013.
• HSC at Velankanni Matricultion Higher Secondary School, Chennai 2009.

 

CAREER SUMMARY

Supervisor at Adil Atlas Auto Repairing Garage LLC in Dubai from Feb 2022 to Present

Service Desk Analyst at DHL IT Services in Chennai from Sep 2019 to Jan 2022.

Service Desk Analyst at Infobeans Technologies in Chennai from April 2019 to Sep 2019.

Research Analyst at Merit Software Services in Chennai from Mar 2016 to Mar 2019.

Senior e-Relationship Associate at Redisolve Software in Chennai from Aug 2013 to Feb 2016.

Service Desk Analyst Sep 2019 – Jan 2022

DHL IT Services : Chennai

Key Deliverables 

• Handled troubleshooting and system support for 1000+ end users of the security access management services system, including hardware, application, installation and configuration.
• Performed extensive research to analyse validate and verify identification request.
• Responsible for prompt resolutions of all incidents brought to the attention of the Service Desk that notifies senior management of non-routine problems or issues.
• Develop service level objective and supervise the team to ensure objectives are achieved or exceeded.
• Develop company standards for workstations and computer peripherals.
• Monitor service calls to make certain proper procedures and policies are followed, ensuring that quality support is provided and customer satisfaction is achieved.
• Provide support for windows clients as needed with regards to VPN, network connectivity, hardware/software issues, etc.
• Supervise team and provide leadership, training, mentoring, coaching, and direction.
• Enter and report technical problems, causes and solutions within our Service Desk Plus ticket management tool.

Service Desk Analyst April 2019 – Sep 2019

Infobeans Technologies: Chennai

Key Deliverables 

• Develop service level objective and supervise the team to ensure objectives are achieved or exceeded.
• Monitor service calls to make certain proper procedures and policies are followed, ensuring that quality support is provided and customer satisfaction is achieved.
• Provide support for windows clients as needed with regards to VPN, network connectivity, hardware/software issues, etc.
• Lead and support in-house software rollouts and enterprise desktop applications and hardware refreshes and similar projects with vide use of CCNA.
• Supervise team and provide leadership, training, mentoring, coaching, and direction.
• Enter and report technical problems, causes and solutions within our Service Desk Plus ticket management tool.

EDUCATION & PROFESSIONAL DEVELOPMENT

• BE (Automobile Engineering) at Hindustan University, Chennai 2013.
• HSC at Velankanni Matricultion Higher Secondary School, Chennai 2009.