Subin Sabu
Vancouver
Summary
Dedicated and customer-focused IT professional with over 5 years of experience in providing first-level technical support, troubleshooting, and resolving end-user issues in complex environments. Skilled in diagnosing root causes, applying effective solutions, and collaborating across teams to ensure seamless service delivery. Proven ability to work with ticketing systems, remote support tools, and knowledge bases to enhance user satisfaction. Aiming to utilize skills in service management, customer support, and IT systems in a vibrant and fast-paced environment.
Overview
10
10
years of professional experience
Work History
Retail Sales Associate
UBC
08.2024 - Current
- Managing daily transactions, including cash handling, processing refunds, and exchanges.
- Ensuring correct codes are entered for bakery and produce items.
- Verifying products are accurately priced in the entire store.
- Taking care of sanitation and cleanliness of the store, adhering to the food safety rules and regulations.
- Helping customers locate the items on appropriate shelves/aisles.
- Managing the inventory and the daily orders.
IT Support Specialist
Asurion
09.2022 - 07.2024
- Provide first-level technical support to end-users, resolving issues related to hardware, software, and access control.
- Diagnose and troubleshoot system issues, including password resets, account recovery, data backups, authentication errors, and software malfunctions.
- Utilize remote support tools (e.g., TeamViewer) and ticketing systems (e.g., ServiceNow) to document, track, and resolve incidents efficiently.
- Collaborate with cross-functional teams to escalate complex issues and ensure timely resolution.
- Develop and maintain Tier 0/1 knowledge base content, ensuring accuracy and relevance for end-users.
- Advise users on business processes and system functionalities, enhancing their ability to leverage ISC products and services.
- Apply privacy and information security best practices, ensuring compliance with policies and procedures for handling sensitive data.
- Stay informed about system statuses, outages, and academic cycles to provide proactive support during critical periods.
- Diagnosed and troubleshooted software and hardware problems on iOS and Android devices, resolving issues related to apps, system errors, and connectivity problems.
Technical Support Representative
Zedd Customer Solutions
03.2021 - 08.2022
- Provided frontline support for desktop hardware, software, and network connectivity issues.
- Assisted in the implementation of new systems and tools, including Workday and Peoplesoft, ensuring smooth adoption.
- Monitored system performance and reported outages, contributing to improvement in uptime.
- Mentored junior team members, fostering a collaborative and inclusive work environment.
- Used CRM software (Salesforce) to track and manage customer interactions, ensuring accurate and timely follow-ups.
Application Support Engineer
Tech Mahindra
08.2015 - 06.2018
- Provided helpdesk ticket resolution for internal clients.
- Investigated and provided solutions to issues raised by departments like ServiceDesk.
- Supported the data extraction tasks for audit and other internal teams.
- Responded to service requests and escalated complex issues to higher-tier support when necessary.
- Maintained the application documentation, updating internal guides and support articles for common issues to improve resolution times.
Education
PG Diploma in Business Administration - Human Resource -
St. Lawrence College
09.2020
Graduate Certificate in Project Management: Information Technology -
Canadore College
08.2019
Bachelor of Computer Application -
Mahatma Gandhi University
03.2015
Skills
- Helpdesk ticketing systems
- Incident and request management
- Technical troubleshooting and problem-solving
- Customer service & support
- Service level agreement management
- User training and documentation
- Knowledge base management
- System Monitoring
- Service Management tool, ServiceNow
- Remote support tools (TeamViewer, ServiceNow)
- Active directory
- Proficiency in Workday, Salesforce, Oracle RightNow, Ring Central, Microsoft Office 365
Timeline
Retail Sales Associate
UBC
08.2024 - Current
IT Support Specialist
Asurion
09.2022 - 07.2024
Technical Support Representative
Zedd Customer Solutions
03.2021 - 08.2022
Application Support Engineer
Tech Mahindra
08.2015 - 06.2018
Graduate Certificate in Project Management: Information Technology -
Canadore College
Bachelor of Computer Application -
Mahatma Gandhi University
PG Diploma in Business Administration - Human Resource -
St. Lawrence College
Similar Profiles
Christian MacassoChristian Macasso
Student Physiotherapist at UBCStudent Physiotherapist at UBC
Shaye FlemmingShaye Flemming
Chemistry Outreach Volunteer at UBCChemistry Outreach Volunteer at UBC
Pooyan KhorsandiPooyan Khorsandi
Senior Change & Communication Advisor (Contract) at UBCSenior Change & Communication Advisor (Contract) at UBC