JOHN CLIMAX
Technical Support Engineer
Chennai
Summary
Strategic and seasoned Support Engineer specializing in Identity and Access Management (IAM) and IT Service Management (ITSM)
Provided around 2 years of technical assistance to high-end clients, which involved troubleshooting complex issues
Proven history of 18 months in successfully implementing and optimizing Manage Engine solutions, with a particular focus on ensuring robust security protocols and efficient IT service delivery
Hands-on experience in deploying, configuring, and maintaining IAM solutions and platforms such as Okta (SSO), SailPoint (IAM) etc. to high-end clients
Overview
8
8
years of professional experience
Work History
Technical Support Engineer
Zoho Corporation
08.2022 - 05.2024
- Proactively identified trends in technical issues, implementing preventative measures to reduce future occurrences
- Managed multiple onboarding projects simultaneously, ensuring timely completion while maintaining high-quality standards
- Developed and implemented training materials for new hires, resulting in faster onboarding and increased productivity
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines
- Consistently met or exceeded performance metrics, contributing to overall team success
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
Quality Assurance Professional Sales & Technical Support
Sitel Group
07.2018 - 07.2022
- Trained in conducting RCA & Instant coaching on quality policies and procedures
- Understanding customer requirements through active listening and providing the ideal solution for their needs
- Trained in marketing and sales with expertise in marketing strategies and innovative customer engagement
- Experienced in improving employee productivity and the overall efficiency of the unit by introducing processes and procedures that eliminated duplication and reduced the time to complete month-end reports.
Process Executive Accounts Payable
Cognizant Technology Solutions
02.2016 - 06.2017
- Updating vendor master, processing simple PO and NonPO invoices
- Maintaining accounting ledgers by verifying and posting accounting transactions
- Manage process documentation and prepare EOD reports.
Education
Bachelor of Commerce -
Loyola College
04.2001 -
Class XII -
Don Bosco Matriculation
Chennai2012
Class X -
Don Bosco Matriculation
Chennai 04.2001 -
Skills
Identity Lifecycle Management
Product Training
Team Leadership
Customer Engagement
Configuration Management
Information Security Management
Escalation management
Timeline
Technical Support Engineer
Zoho Corporation
08.2022 - 05.2024
Quality Assurance Professional Sales & Technical Support
Sitel Group
07.2018 - 07.2022
Process Executive Accounts Payable
Cognizant Technology Solutions
02.2016 - 06.2017
Bachelor of Commerce -
Loyola College
04.2001 -
Class X -
Don Bosco Matriculation
04.2001 -
Class XII -
Don Bosco Matriculation
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