Jaya Yamjal
Toronto,Canada
Summary
Detail-oriented Application Support Specialist with extensive experience in troubleshooting, system maintenance, and end-user support. Strong background in database management, scripting, and networking fundamentals. Proven record of resolving complex technical issues and maintaining system uptime, with a commitment to delivering outstanding support and proactive maintenance.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Toronto Transit Commission (TTC)
Toronto, Canada
04.2023 - Current
- Provided robust customer support, addressing inquiries, concerns, and complaints about TTC services, and offering information about routes, schedules, and fare options
- Coordinated with TTC staff to resolve customer issues and manage service disruptions or delays, ensuring timely and satisfactory resolutions
Assistant System Engineer
Tata Consultancy Services
, India
06.2021 - 07.2022
- Utilized Python and PowerShell scripts to automate routine system checks, improving team efficiency by reducing manual workload by 30%
- Collaborated with teams to resolve networking issues using log file analysis, achieving a 98% uptime rate across networked systems
- Implemented patches and updates on Windows Server environments, enhancing system stability and reducing security incidents by 25%
- Managed a team of 5 support engineers, increasing performance metrics by 20% over a year through effective leadership and coaching
- Provided technical support to over 200 users, troubleshooting hardware, software, and network issues, with a first-time resolution rate of 90%
Application Support Engineer
Cognizant
, India
01.2021 - 05.2021
- Resolved 100+ support tickets monthly, covering software installations, network issues, and hardware malfunctions, meeting a 95% resolution rate within SLA
- Assisted in monitoring internal IT systems, ensuring uptime with application monitoring tools and routine checks
- Coordinated with the development team to troubleshoot issues with UNIX/Linux-based applications, reducing resolution times for complex cases to under 48 hours
- Established and maintained a knowledge base for common support issues, improving team efficiency by 20%
- Regularly used ITIL frameworks to standardize support processes and enhance service consistency
IT Intern
Ennoble Technologies
, India
03.2019 - 07.2019
- Supported the network maintenance team with networking fundamentals, gaining practical skills in TCP/IP and troubleshooting
- Conducted database management tasks, including cleanup activities, improving SQL data retrieval times by 10%
Education
Post-Graduation - DevOps for Cloud Computing
Lambton College
05.2024
Bachelor of Technology - Computer Science
Jawaharlal Nehru Institute of Technology
05.2021
Skills
- Ticketing Systems: Jira, ServiceNow, Zendesk
- Remote Support Tools: AnyDesk, Microsoft Remote Desktop
- Systems Administration: Windows Server, Active Directory, VMware, Hyper-V
- Networking & Security: TCP/IP, DNS, VPN, firewalls, routers, and switches
- Database Management: SQL, MySQL
- Scripting & Automation: Python, Bash, PowerShell
- Office Tools: MS Office Suite, Google Workspace
Timeline
Customer Service Representative
Toronto Transit Commission (TTC)
04.2023 - Current
Assistant System Engineer
Tata Consultancy Services
06.2021 - 07.2022
Application Support Engineer
Cognizant
01.2021 - 05.2021
IT Intern
Ennoble Technologies
03.2019 - 07.2019
Post-Graduation - DevOps for Cloud Computing
Lambton College
Bachelor of Technology - Computer Science
Jawaharlal Nehru Institute of Technology
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