Shintu James
London
Summary
Results-driven IT Support Specialist with extensive experience in multi-tier hardware and software support, troubleshooting, and incident management. Proven ability to identify, diagnose, and resolve technical issues efficiently using ITIL methodologies. Seeking to leverage skills in IT support and problem resolution for a dynamic role with a focus on service delivery and operational excellence.
Overview
9
9
years of professional experience
Work History
Licensed Private Investigator
Afimac Global
06.2024 - Current
- Conducted surveillance operations, resulting in the collection of crucial evidence for various cases.
- Provided real-time intelligence to management during strikes to mitigate risks and ensure operational continuity.
- Assisted in risk assessment to develop security strategies during labor strikes.
- Obtained and analyzed information on suspects to solve cases, identify criminal activity or organize supporting documentation for court cases.
- Collected documentation such as witness statements, video recordings and photographs to support case findings.
- Produced professional reports outlining findings of cases, expenses incurred and any important incidents.
PC Technician
Robert Half
10.2023 - 11.2023
- Regularly monitored system performance and responded to technical incidents, adhering to ITIL incident and change management processes.
- Collaborated with internal teams to resolve complex issues, ensuring efficient end-to-end incident management and user satisfaction.
- Provided on-call support during weekends and holidays to promptly address and resolve critical system issues.
- Enhanced system performance by troubleshooting and resolving hardware and software issues.
- Improved efficiency by providing remote support to end-users, addressing concerns in a timely manner.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Production Worker
Nestle
02.2023 - 08.2023
- Followed safety procedures and guidelines to maintain safe working environments.
- Used equipment properly to avoid workplace hazards or injuries.
- Resolved issues quickly to maintain productivity goals.
- Organized work to meet demanding production goals.
- Took on additional shifts during peak work periods to keep projects on schedule.
- Ensured accurate product labeling, reducing instances of customer dissatisfaction due to mismarked items.
Desktop Support Analyst
Wipro Technologies
07.2021 - 08.2022
- Enhanced system performance by troubleshooting and resolving technical issues for endusers.
- Troubleshot various technical issues dealing with printers, network and phone systems.
- Coordinated with vendors to obtain necessary components and maintain smooth operations.
- Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
- Directly supported in-house service ticket software for non-emergency user-related issues.
- Supported remote users effectively by utilizing remote desktop tools for troubleshooting and issue resolution.
Desktop Support Engineer
Aquent Infotech
01.2018 - 05.2021
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
Customer Support Engineer
Signitive Infotech
06.2015 - 12.2017
- Maintained strong relationships with clients by consistently delivering timely, professional, and empathetic support services.
- Demonstrated exceptional analytical skills by diagnosing complex software issues promptly and escalating them when necessary.
- Answered incoming support inquiries via chat, phone and email.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Assisted in creating a culture of continuous improvement within the Customer Support department through proactive recommendations on process optimization.
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
- Contributed significantly to exceeding SLA targets consistently while maintaining high-quality service standards.
Education
Bachelor of Technology - Electronics And Communications Engineering
Mahatma Gandhi University
India11-2015
Diploma in Engineering - Electronics Engineering
Technical Board of Kerala
India04-2011
Skills
- Printer troubleshooting
- Active Directory
- Advanced troubleshooting
- Remote assistance
- Helpdesk services
- Vm ware
- End-user support
- Ticketing system proficiency
- Service Now
- TCP/IP
- VPN Management
Languages
English
Three times got best ticket resolver
When I employed in wipro technologies i got these accomplishment.
Timeline
Licensed Private Investigator
Afimac Global
06.2024 - Current
PC Technician
Robert Half
10.2023 - 11.2023
Production Worker
Nestle
02.2023 - 08.2023
Desktop Support Analyst
Wipro Technologies
07.2021 - 08.2022
Desktop Support Engineer
Aquent Infotech
01.2018 - 05.2021
Customer Support Engineer
Signitive Infotech
06.2015 - 12.2017
Bachelor of Technology - Electronics And Communications Engineering
Mahatma Gandhi University
Diploma in Engineering - Electronics Engineering
Technical Board of Kerala
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