Jincy Skariah

Customer-focused IT Support Specialist with over 4 years of experience delivering diagnostic, infrastructure, and application support across dynamic technical environments. Proven expertise in resolving complex incidents across Windows, Linux, and Azure cloud environments while strictly adhering to SLAs. Combines strong software engineering logic with system administration training to perform root-cause troubleshooting, mentor team members, and maintain clear, professional engagement with end-users

IT Help Desk Technician - Brocode Solutions - Toronto, ON

(2022-01 - 2024-12)

• Managed complete lifecycle of technical incidents and service requests across Windows, Linux, and Azure systems, consistently meeting stringent customer SLAs.
• Communicated directly with business users via phone, email, and ticketing channels, providing transparent updates throughout incident resolution to ensure high customer satisfaction.
• Performed deep technical troubleshooting across operating systems, network setups, and cloud environments, resolving complex issues or escalating to 3rd line support with detailed diagnostic logs.
• Authored structured knowledge sharing articles and SOPs to improve service desk workflows, standardizing procedures and reducing recurring technical bottlenecks.
• Guided and mentored junior support colleagues on troubleshooting methodologies, user permissions, and best practices in ticket management

Android Developer Trainee - Srishti Innovative - Kerala, India

(2019-01 - 2021-12)

• Leveraged Java, Git, and Linux-based environments to analyze application performance, debug software defects, and optimize system reliability.
• Collaborated with cross-functional teams to resolve technical bugs, applying strong analytical skills to improve system stability and end-user experience

Post Graduation Diploma - Applied Network Infrastructure and System Administration - Conestoga College (2022-01 - 2023-12)

Bachelor of Technology - Kerala Technological University (2015-01 - 2019-12)