Jaijish Vijayan

JAIJISH VIJAYAN CONTACT --jaijish-vijayan- PROFILE SUMMARY A detail-driven and process-oriented professional with 7+ years of experience in customer success, project coordination, stakeholder engagement, and PMO-aligned operations. Proficient in maintaining operational metrics, preparing documentation, coordinating deliverables, and providing insights into product improvements. Seeking a Project Management Office (PMO) role to drive collaboration, project visibility, and efficiency across teams. EDUCATION WORK EXPERIENCE - VELAMMAL ENGINEERING Linefint Tech Solutions, Bengaluru. Senior Associate COLLEGE, CHENNAI B-Tech Information technology KEY COMPETENCIES Project Coordination & Reporting SLA Monitoring & Issue Escalation Stakeholder Communication Training, Onboarding & Team Support LANGUAGES English: Professional Hindi: Native Malayalam: Native Tamil: Intermediate - Acted as SPOC for escalations and collaborated with crossfunctional teams to resolve product issues. Maintained PMO-style trackers on customer issue patterns, SLAs, and team productivity metrics. Participated in stand-ups and sprint reviews to represent voice of the customer. Created and managed SOPs and internal knowledge base for scalable onboarding and training. Amazon Development Centre, Bengaluru Sr.Hr Associate -L3 - Assisted U.S warehouse employees across levels with issues pertaining to Payments, pay cycles, leaves and tax forms. Sutherland Global Services, Chennai. IT Associate - Provided Tier 2 support for enterprise McAfee Antivirus deployments, diagnosing and resolving installation and configuration issues across 3,000+ Windows and Linux endpoints. Troubleshot technical glitches such as signature update failures, policy conflicts, and scan errors, reducing recurring incidents by 25%. Managed and prioritized incident tickets in ServiceNow, achieving a 90% first-contact resolution rate and cutting mean time to resolution by 20%. Conducted vulnerability assessments and recommended patch management strategies, leading to a 15% decrease in critical CVEs across the enterprise. SOFTWARE SKILLS CRM Softwares: Orcale CRMOD, Created and maintained knowledge base articles and led user trainings on antivirus best practices, resulting in a 30% drop in repetitive support requests. Zendesk. Ticketing Softwares: Zendesk. JIRA. DATA & ANALYTICAL SKILLS (IN PROGRESS / SELF-TAUGHT) Power BI: Data modeling, visualizations, DAX basics, Power Query. Excel: Pivot Tables, VLOOKUP, data cleaning, conditional formatting. SQL: Basic SELECT, JOINs, GROUP BY (learning phase) CERTIFICATIONS Business English Certificate - ESOL Council of Europe: Level B1 Power BI Essential Training – LinkedIn Learning (in-progress) AVOCATIONS Randonneuring, Long distance bike rides, Reading, Outdoor Sports. Groupon Shared Services, Chennai CSR-EMAIL - Managed high-volume email queues for customer support involving order, refund, and escalation issues. Identified process gaps and contributed inputs during QA review sessions