Joby Jacob

JOBY JACOB Senior Systems Engineer- - linkedin.com/in/joby-jacob-41b8a1115 Wayanad, Kerala 673579 Indian PROFESSIONAL SUMMARY Dynamic Sr System Engineer with Azure AD, Office 365, and incident management expertise. Proven track record on delivering robust and efficient solutions. Driven to implement and maintain systems that meet operational demands. Skilled in managing permissions and user accounts SKILLS Azure AD and AD Connect One drive Office 365 Cloud services ITIL framework EZM Microsoft exchange SSO Exostar Windows system administration Exchange Online Citrix Environment Helpdesk operations Active Directory Service Now Incident management EXPERIENCE SR SYSTEM ENGINEER Cognizant, August 2021-June 2024 • Conducted the creation, deletion, and management of user access across multiple clinical applications, including CLMS, IRMS, Phobos, and SIP • • Overseeing the creation of user accounts and the management of access for the Exostar platform. • Worked alongside the vendor team through email communication to address access-related challenges and successfully implement solutions. • • Managed user access and permissions on the EZM (Engage Zone) Communities platform. Managed the assignment, removal, and allocation of credits for user training courses on platforms such as MyLearning and CLMS.. Collaborated with other teams to resolve cross-functional issues quickly. DESKTOP SUPPORT ENGINEER(L1&L2) Technicolor, April 2019-July 2021 • Managed user accounts in Active Directory (AD), encompassing tasks such as account creation, deletion, permission settings, and access control management. • Addressed and resolved Active Directory-related issues, including login failures and permission-related challenges. • Supported users in the administration of their mailboxes, email settings, and various associated services within Microsoft Exchange and Office 365. • • • Delivered technical support and assistance to end-users through phone, chat, and email channels. • Managed, elevated, and addressed tickets in ServiceNow in accordance with SLA (Service Level Agreement) standards. • Provided customer service by responding promptly to requests from internal and external customers. Identified and addressed software, hardware, and networking problems across various time zones (AM, EU, AP). Performed both fundamental and advanced diagnostics for Windows-related problems, including system failures, network connectivity issues, and software conflicts. DESKTOP SUPPORT ENGINEER Wipro Limited, May 2017-April 2019 • • Company Overview: Parent Company: Skypro Technologies • • Configured and set up network printers for users, guaranteeing optimal performance throughout the organization. • Evaluated and addressed issues in banking-related applications for end-users, ensuring prompt resolution of technical problems to reduce downtime and sustain workflow efficiency. • Supported the installation of both software and hardware, which involved configuring operating systems, installing applications, and diagnosing hardware issues. • Developed extensive problem-solving approaches for a range of technical issues, facilitating prompt resolutions and reducing interruptions to business activities. • Supported VoIP telephone systems by configuring extensions, programming features and setting up voice mailboxes. Delivered remote end-user support by troubleshooting and resolving Windows-related problems, thereby facilitating a seamless user experience. Set up Microsoft Outlook for users and resolved issues including synchronization problems, errors, and connectivity challenges with Exchange servers. EDUCATION BACHELOR OF ENGINEERING IN COMPUTER SCIENCE, Mysore Vidyavardaka College of Engineering, January 2015 XII IN COMPUTER SCIENCE, Kerala Vijaya H.S.S, January 2011 X, Wayanad Vijaya H.S.S, January 2009 WEBSITE, PORTFOLIO AND PROFILES https://www.linkedin.com/in/joby-jacob-41b8a1115 DISCLAIMER I hereby declare that all the details mentioned above are by the truth and facts as per my knowledge, and I hold the responsibility for the correctness of the above-mentioned information.