JONATHAN YOHANNAN [Link]@gmail.
com
302 – 605 – 1675
VISA STATUS- GREEN
CARD
PROFESSIONAL SUMMARY
Highly organized and motivated Customer Support Executive ACADEMIC PROFILE
with a passion for providing excellent customer service.
Experienced in resolving customer inquiries and complaints in an ● Masters in human resource
efficient and effective manner.
management-June 2007
● Bachelors in business
KEY SKILLS administration-June 2004
● 5+ Years in Customer Relations
● Well versed in record keeping and documentation.
● Experience in critical thinking and problem solving.
● Experience working with multiple levels of providers and
clients in a professional and corporate environment.
CERTIFICATIONS
TECHNICAL SKILLS ● PRINCE2 Practitioner
Certified
● 2+ Years of technical support or IT desk side support
● Talent Management – Indian
● Proficient in Software Applications Microsoft Suite Word, Excel,
Institute of Management
PowerPoint, Outlook.
● Performed upgrades and installed updates. Knowledge of viruses, ● ITIL V3: Foundation
application glitches and hardware issues. Certified ITIL Process:
● Provides comprehensive IT support for end-user devices, and (Service Operation), ITIL
peripherals Process: (Service Design),
● Proficient in troubleshooting Windows and macOS operating ITIL Process: (Service
systems, printers, scanners, and other office equipment. Transition)
● Strong knowledge of software applications, user account
management, and basic network connectivity.
● Efficient resolution of end-user IT issues, timely hardware and
software support, and maintenance of a productive work
environment
● Maintaining workstation and LAN performance
● Escalating complex issues to higher-level support
● Logging and documenting user requests and solutions
● Following up with users to ensure satisfaction
● Updating IT knowledge base and documentation
WORK HISTORY
Technical Helpdesk Analyst, 10/2023 – present
Stratforge INC
● Handling Severity 1 & 2 issues up to Situation Management point
of contact.
● First point of contact for phone calls and emails from Stratforge
employees from all over the North America regarding IT issues and
queries.
● Client escalation process up to client owned status & resolution.
● Day to day operations involve ensuring high degree of
responsiveness, customer satisfaction and adherence to project
metrics.
● Participation in war room discussion with Client for discussion on
on-time service delivery.
● Creating new credentials for users for Stratforge hosted
applications.
● Administering, approving & escalating the flow of service requests.
● Enabling Stratforge product Accounts across all HP domains
worldwide.
● Hands-on experience on HP Service Management Suite for
ticketing.
Business Development Manager, 03/2023 – 08/2023
JC TECH CONSULTING INC
● Developed and executed sales strategies that resulted in a 15%
increase in internet security renewals in the past Quarter
● Used ConnectWise CRM to manage customer data, such as contact
information, account history, and billing information
● Managed a team of sales representatives and ensured that they were
meeting their quotas
● Developed and delivered sales presentations to prospective clients
● Renewed internet security contracts with existing clients
● Worked closely with the marketing team to develop and execute
marketing campaigns that generated leads for the sales team.
Sales Head, 11/2012 - 06/2022
Messiah Trust
● Managed all administrative tasks for the sales team, including
scheduling appointments, preparing presentations, and
managing travel arrangements
● Created and delivered sales training to the sales team, which
resulted in an increase in average sales of the new versus
software per month.
● Developed and implemented a new sales process that improved
the close rate by 10%.
Manager, 11/2008 - 07/2012
ELSEVIER PUBLISHING SERVICES
● Managed all aspects of contract renewals for a portfolio of over
$100 million in contracts
● Developed and executed annual renewal plans, ensuring that the
company met its financial goals
● Negotiated new contracts with vendors, ensuring that the
company received the best possible pricing
● Tracked contract performance, identifying opportunities for
savings
● Provided regular updates to senior management on contract
renewals
Team Leader, 07/2007 - 10/2008
Quintegra Solutions Limited
● Empower Process Analysts to make decisions based on
customer needs
● Arrange and coordinate resource moves
● Work in conjunction with specific project managers on all
aspects of moves
● Raise and prepare Request for Change (RFC) to resolve
Incidents if required
● Review and recommend, as appropriate, changes to support
processes to ensure continuous improvement of the incident
management process
● Ensure End-Users are informed and kept up-to-date of Incident
resolution and progress towards it
● Talk to programmers to explain software errors or to
recommend changes to programs
Subject Matter Expert, 12/2005 - 07/2007
RR Donnelley
● Managed a team of 10 customer support representatives
● Provided excellent customer service to a portfolio of over
100,000 customers
● Managed customer expectations
● Developed and implemented customer service training
programs
Customer Support executive, 08/2004 - 12/2005
Sutherland Global Services Pvt Limited
● Heading L2 voice support for Desktops and Notebooks, on
installing the software and troubleshooting
● Handling escalation calls
● Troubleshooting and solving virus related issues
● Knowledge and Content management
● Implementing Process improvements to improve customer
satisfaction.
