Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jibin Athalathil Varkey

Brampton

Summary

Experienced End User Support specialist with over 4 years in roles such as Service Desk Analyst, IT Support Specialist, and IT Network technician. Proven success in deploying and managing Windows devices using Microsoft Intune and Autopilot, reducing provisioning time by 75% and enhancing onboarding efficiency. Proficient in Active Directory and Azure AD administration, hardware and software troubleshooting, and printer management. Experienced in maintaining system reliability, collaborating with teams to resolve technical issues, and ensuring seamless end-user support. Strong problem-solving skills and a commitment to optimizing IT infrastructure performance.

Overview

8
8
years of professional experience
1
1
Certification

Work History

End User Support Specialist

Pinchin Ltd
03.2022 - Current
  • Delivering effective technical support for hardware and software issues through ServiceDesk ticketing and remote tools such as TeamViewer, ensuring prompt onsite and remote resolution for users
  • Maintaining, patching, data migrations and life cycle management for all laptops and desktops.
  • Perform device enrollment for corporate-owned devices using Intune and Azure AD Join, work or school account and Company Portal.
  • Provide technical support, training, and guidance to the team for addressing basic to moderate technical issues..
  • Manage network access control to secure organizational resources effectively.
  • Actively contributed to incident response, security event monitoring, and service request management, ensuring prompt identification and resolution of issues.
  • Supported infrastructure team in risk-based vulnerability remediation, collaborating with internal and external stakeholders.
  • Created and maintained comprehensive technical and non-technical documentation, including manuals and specifications.
  • Utilized Safe Links, Safe Attachments, and anti-phishing policies to enhance email security and protect users from phishing and malware threats.
  • Experienced in managing Azure Active Directory for identity access management, user authentication, and single sign-on.
  • Worked with Azure AD Identity Protection to detect and remediate risky sign-ins and compromised accounts.
  • Experience in troubleshooting Autopilot deployment failures and errors related to device registration and policy assignment.
  • Experienced in configuring mail flow rules, transport rules, and email encryption to enforce compliance policies in Exchange Online.
  • Experienced in managing Microsoft Intune for Mobile Device Management (MDM) and Mobile Application Management (MAM) across Windows, iOS, and Android devices.
  • Provided user support for FortiClient, troubleshooting VPN connectivity and endpoint protection.
  • Mentored new hires through onboarding processes, ensuring a smooth transition into the User Support Specialist role.
  • Monitored and troubleshot Network Access Control using FortiNAC to ensure compliance and prevent unauthorized device access.

Information Technology Support Specialist

Micro Computer Consulting
05.2021 - 02.2022
  • Worked as an Information Technology Support Specialist.
  • Responded to customer telephone calls, email, and personnel requests for technical support and troubleshoot the hardware and software problems for desktop and laptop computers.
  • Troubleshooting enterprise grade printers such as HP, Canon, Xerox etc.
  • Fixing issues of mobile devices like iPhone, iPad, android devices, and tablets.
  • Experienced with Win 10 and Win 11 OS troubleshooting and building laptops with respective OS images.
  • Experienced with Active Directory to create users, disable users, permission, and knowledge of group policy management, DNS, and DHCP.
  • Creating a data backup, migration, restoration, and safeguarding the data if there are any hindrances.
  • Used Windows troubleshooting tools like Process Monitor, Registry Editor, Disk Management, Event Viewer and Task manager in resolving performance issues of PC.
  • System administration, configuring, troubleshooting setup, and application packaging for Windows 10 environment.
  • Setting up Cisco any connect VPN for different clients and configuring new systems for managed clients.
  • Worked with Windows 2012 and 2019 Server.
  • Experience with ConnectWise CRM.
  • Updating the tickets in the ticketing system (ConnectWise) promptly to maintain the workflow.
  • Managing domain-level network administration.
  • Successfully responded to 100+ customer telephone calls, emails, and personnel requests for technical support, ensuring prompt resolution and high customer satisfaction.

Junior Application Support Specialist (Co-Op)

New Direction Aromatics
01.2021 - 04.2021
  • Worked as an application support specialist.
  • Assisted in the initial stages of warehouse management system software implementation.
  • Correcting the Warehouse Management Software problems and timely resolution of technical issues.
  • Assist with coordination of larger orders, including quotations, purchase order processing, and document control.
  • Working effectively with cross-functional teams like Purchasing, warehouse, and sales to improve the software.
  • Assist in troubleshooting equipment failures and offering solutions.
  • Effectively prioritize and execute tasks in a high-pressure environment.
  • Finding operational errors in the software system and suggesting ideas and solutions to keep the software optimized and accurate.

Information Technology and network specialist

Xyb03 IT Solutions
05.2017 - 10.2018
  • Installing configuring and troubleshooting issues with hardware, software and networks
  • Supported end user with remote support software such as TeamViewer and ConnectWise
  • Administer VPN support and group policy Management.
  • Configuring and monitoring Routers and switch.
  • Assisted in installation of Firewall and network.
  • Fix configuration and connection issues related to pulse secure VPN.
  • Supporting issues of Microsoft business applications like Outlook, Teams, Word, Excel, and OneNote.
  • Document the trends in incidents and their solution for faster resolution.
  • Document the ways of resolution for recurring incidents for knowledge base creation and faster resolution.

Education

Post Graduate Diploma - Wireless Networking

Lambton College
04.2021

B. Tech - Electronics and Electronics Engineering

Mahatma Gandhi University
05.2014

Skills

  • Basic PowerShell Scripting
  • Incident Management
  • Intune
  • Windows OS
  • Vulnerability Management
  • Remote Support Tools
  • Security Event Monitoring & Analysis

Certification

  • MD-102 Microsoft Certified: Endpoint administrator Associate


Timeline

End User Support Specialist

Pinchin Ltd
03.2022 - Current

Information Technology Support Specialist

Micro Computer Consulting
05.2021 - 02.2022

Junior Application Support Specialist (Co-Op)

New Direction Aromatics
01.2021 - 04.2021

Information Technology and network specialist

Xyb03 IT Solutions
05.2017 - 10.2018

B. Tech - Electronics and Electronics Engineering

Mahatma Gandhi University

Post Graduate Diploma - Wireless Networking

Lambton College

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Jibin Athalathil Varkey