Fishing
Jobi Abraham George
Technical Team Lead
Toronto,ON
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
2
2
Certificates
4
4
Languages
Work History
Technical Team Lead
Alshaya Group
Bangalore, India
01.2019 - 01.2022
- Manage team 12+ members from Command and Access Control (CAC) Team, Chat Support, Voice Support (Inbound & Outbound)
- Positioned as go-to person for staff members, troubleshooting complex administrative and training issues promptly.
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Handling high priority incidents (P1 & P2)
- Serves as SPOC for all support teams for any major Incidents.
- Conducting investigation of root cause analysis (RCA) for critical & recurring Incidents
- Part of Change Advisory Board (CAB) meeting – Normal & Emergency Changes.
- Oversee 100% of the requests, incidents, and problems.
- Provided leadership by projecting a positive attitude, and providing learning initiatives.
- Manage process for communicating outage/emergency activities to the organization (P1 & P2)
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Took on additional job duties during unexpected backlog, resulting in meeting project target date.
- Audit team performance on monthly basis and compliance with company KPI standards.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Senior Technical Support Engineer
Alshaya Group
Bangalore, India
02.2015 - 12.2019
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Configured hardware, devices and software to set up work stations for new and existing employees.
- Install organization approved standard operating system versions And software's when setting up the new Desktop & Laptop for new users, Also install any additional software requirements raised by the respective team for the new joiner as per ISMS standards/requirements.
- Responded to support requests/Incidents from end users with the help of ITSM tool (ServiceNow) and patiently walked individuals through basic troubleshooting tasks using Remote desktop tools.
- Patched software and installed new versions to eliminate security problems and protect data as per the ISMS standards/requirements.
- Assist with the setup of audio conferences, video conferences and maintenance of meeting room equipment, office displays and media devices across the all the meeting rooms in office.
- Provide Level 1 Support for Mobile devices such as iPhone, iPad & Android Devices such as Mobile Phone, Tablets.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Troubleshot problems or issues with desktops and laptops.
- Supported operating system and various tools and applications.
- Handle all shipping of IT equipment and ordering of shipping supplies as per Organization requirements.
Education
Advanced Diploma - Computer Systems Technology - Networking
Centennial College of Applied Arts And Technology
Scarborough, ON 01.2022 - 12.2023
Bachelor of Computer Science - Computer Application
Dr. CV Raman University
Chhattisgarh, India 01.2012 - 12.2014
Skills
Incident Management
Desktop support
User Support
Technical Support
Software Installation
Remote Support
Team Management
Certification
ITIL Foundation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
ServiceNow IT Leadership Professional
02-2024
Advanced Diploma - Computer Systems Technology - Networking
Centennial College of Applied Arts And Technology
01.2022 - 12.2023
Technical Team Lead
Alshaya Group
01.2019 - 01.2022
ITIL Foundation
07-2015
Senior Technical Support Engineer
Alshaya Group
02.2015 - 12.2019
Bachelor of Computer Science - Computer Application
Dr. CV Raman University
01.2012 - 12.2014
TECHNICAL SKILLS
- Advanced proficiency in installing, configuring, and troubleshooting desktop systems, workstations, servers, and network infrastructure.
- Skilled in managing passwords, data integrity, and file system security for desktop environments.
- Experienced with problem management databases and help desk systems including ServiceNow.
TOOLS HANDLED
- Desktop Support: Microsoft SCCM, Active Directory
- Ticketing System: ServiceNow
- Monitoring and Alerts: SolarWinds, Datadog
- Documentation and Knowledge Management: SharePoint, Confluence
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
LEADERSHIP AND SOFT SKILLS
- Proven leadership in operational management and project delivery within IT teams.
- Strong administrative skills: time management, record keeping, compliance review, and scheduling.
- Effective communicator capable of distilling complex technical information to diverse audiences.
Interests
Hiking
PROJECTS HANDLED
- Service Desk Transition: Led the strategic transition of the service desk to another company. Managed cross-functional teams and coordinated with external vendors to ensure a seamless transition. Focused on minimizing disruptions to services and maintaining high customer satisfaction levels throughout the process.
- ITSM Tool Implementation (Datadog): Coordinated the implementation of the IT Service Management (ITSM) tool, Datadog. This involved project planning, team collaboration, and overseeing the integration process. Ensured that the tool was customized to meet specific organizational needs and facilitated training sessions for staff.
- OS Upgrade Project (Windows 7, 8, to Windows 11): Oversaw the operating system upgrade project across the organization. Managed the planning, scheduling, and execution of the upgrade from Windows 7 and 8 to Windows 11, ensuring minimal downtime and compatibility with existing systems.
- Hardware Update on Older Devices: Coordinated the hardware update project for older devices. This involved assessing hardware requirements, managing procurement processes, and overseeing the installation and testing phases. Ensured the updates enhanced performance and aligned with IT infrastructure goals.
- Datacenter Consolidation: Played a pivotal role in the project to consolidate two data centers into one. Managed the logistical aspects, resource allocation, and risk mitigation strategies. Focused on optimizing space utilization, improving efficiency, and reducing operational costs.
- ITSM Tool Implementation (ServiceNow CMDB): Led the deployment and customization of ServiceNow ITSM suite, overseeing project planning, execution, and team training.