JIJO JACOB SAMUEL
Mississauga,ON
Summary
PROFESSIONAL SUMMARY
Results-driven Senior Technical Support Advisor with 4+ years of experience supporting enterprise and consumer environments across telecommunications, mobile device management (MDM), and IT systems. Proven track record of resolving complex hardware, software, and network issues with high accuracy, meeting strict compliance standards, and maintaining exceptional customer satisfaction scores. Strong academic foundation in Electronics & Communication Engineering with IEEE-published research. Actively transitioning toward higher-paying IT / Cybersecurity roles with hands-on troubleshooting, security fundamentals, and enterprise support exposure.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Advisor II – Technical Support
Concentrix | Canada
Mississauga, ON
08.2020 - Current
- Provide advanced technical support for telecommunications customers, resolving hardware, software, and connectivity issues across multiple platforms.
- Successfully diagnose and resolve 95%+ of reported issues on first or second contact, reducing repeat calls and escalations.
- Maintain 97% Quality Assurance scores and 100% compliance adherence through structured call handling and accurate documentation.
- Adapt troubleshooting approaches to support customers with varying technical proficiency levels.
- Collaborate with internal teams to identify recurring issues and improve resolution workflows.
- Create and update internal documentation to improve team efficiency and onboarding.
Enterprise Technical Support Analyst (Level 2)
BlackBerry Mobile | Waterloo, ON
Waterloo, ON
09.2018 - 12.2018
- Delivered Level 2 enterprise technical support for global clients across North America and Europe.
- Supported BlackBerry UEM (Unified Endpoint Management) environments, troubleshooting device enrollment, policy enforcement, security, and access issues.
- Worked closely with field engineers and senior escalation teams to resolve high-impact enterprise incidents.
- Achieved consistent 100% customer satisfaction through timely issue resolution and clear technical communication.
- Tested client scenarios using physical and virtual devices to reproduce and resolve complex problems.
Warehouse Associate (Technical Logistics)
Archway Marketing Services | Mississauga, ON
Mississauga, ON
09.2017 - 09.2018
- Prepared, packaged, and shipped technical equipment for security and communication systems.
- Managed inventory and processed high-value shipments ranging from $10,000–$50,000.
- Handled large-volume operations, processing 14 pallets per cycle with strict accuracy requirements.
Education
Master of Technology (M.Tech) – Electronics & Comm -
Amaljyothi College of Engineering
Kerala, IndiaBachelor of Engineering (B.E.) – Electronics & Com -
Shree Venkateshwara Hi-Tech Engineering College
Tamil Nadu, IndiaPostgraduate Diploma – Wireless Networking -
Lambton College
Mississauga, ON04.2019
Skills
CORE TECHNICAL SKILLS
IT & Desktop Support (Windows, macOS, Mobile OS)
Hardware & Software Troubleshooting
Networking Fundamentals (LAN/WAN, Wireless, TCP/IP)
Mobile Device Management (BlackBerry UEM / MDM)
Incident & Ticket Management
Identity & Access Fundamentals
Security Awareness & Cybersecurity Foundations
Enterprise Customer Support
Root Cause Analysis
Documentation & Knowledge Base Creation
SLA, QA & Compliance Adherence
Customer Experience Optimization
Languages
English
Full Professional
Malayalam
Native or Bilingual
Hindi
Limited Working
Arabic
Limited Working
Tamil
Limited Working
Certification
- Foundations of Cybersecurity – Google
- Cybersecurity Foundations – LinkedIn Learning
- Technical Support Fundamentals – Google
- ITIL® Foundations (In Progress)
- CompTIA A+ (Core 1) – Hardware, Mobile Devices & Networking (Skillsoft)
- Verified International Academic Credentials – WES
Timeline
Senior Advisor II – Technical Support
Concentrix | Canada
08.2020 - Current
Enterprise Technical Support Analyst (Level 2)
BlackBerry Mobile | Waterloo, ON
09.2018 - 12.2018
Warehouse Associate (Technical Logistics)
Archway Marketing Services | Mississauga, ON
09.2017 - 09.2018
Master of Technology (M.Tech) – Electronics & Comm -
Amaljyothi College of Engineering
Bachelor of Engineering (B.E.) – Electronics & Com -
Shree Venkateshwara Hi-Tech Engineering College
Postgraduate Diploma – Wireless Networking -
Lambton College