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BIJESH KS

@bijeshks

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I lead IT helpdesk operations and resolve complex security, endpoint, network, and mobility support issues.

India

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What I'm looking for

I'm looking to lead or contribute to customer-focused IT support operations where I can resolve complex technical issues, improve service processes, mentor support teams, and manage escalations.

I've supported customers and technical-service operations for over 13 years across McAfee, Symantec Endpoint Protection, and AT&T mobility environments.

At Sutherland Global Services, I led daily IT helpdesk operations for McAfee Voice Support NA, coordinating teams, allocating tickets, handling escalations, and resolving hardware, software, account, and network issues.

I've delivered Tier 2 mobility support at AT&T and second-level troubleshooting for McAfee and Symantec security products, covering installation, configuration, compatibility, performance, and connectivity issues.

I bring a customer-focused approach to incident resolution, documentation, process improvement, and mentoring junior support associates in troubleshooting and communication.

Experience

Work history, roles, and key accomplishments

Lead IT Helpdesk

Sutherland Global Services

Jan 2018 - Oct 2023 (5 years 9 months)

Led daily IT helpdesk operations, including team coordination, ticket allocation, escalation handling, and service-delivery support. Resolved hardware, software, account, and network-related issues with a focus on first-contact resolution and customer satisfaction.

Helpdesk operations Windows MacOS hardware troubleshooting Software Troubleshooting Network Diagnostics Remote Support Ticketing Systems McAfee Symantec Microsoft Office Team Leadership Mentorship Customer Service Escalation Handling

Advanced Technical Support Specialist

AT&T Mobility

Feb 2017 - Dec 2017 (10 months)

Delivered Tier 2 technical support for AT&T mobility customers, diagnosing complex device, connectivity, and network-related issues. Investigated escalated technical cases and guided customers through structured troubleshooting and resolution steps.

Tier 2 Support Device Troubleshooting Connectivity Issues Network Diagnostics Escalation Management Knowledge Base Documentation

Consultant — Technical Support

Sutherland Global Services

Nov 2014 - Feb 2017 (2 years 3 months)

Provided technical support for McAfee security products and related customer environments. Managed escalated support cases and delivered second-level troubleshooting for software, installation, and configuration issues.

McAfee Technical Support Escalation Management Troubleshooting Software Installation Configuration Documentation

Customer Relations Manager

Ignytron Technologies

Nov 2013 - Jun 2014 (7 months)

Managed customer relationships and addressed technical-support enquiries. Coordinated between customers and technical teams to ensure timely issue resolution.

Customer Relationship Management Technical Support Coordination Process Improvement

Education

Degrees, certifications, and relevant coursework

Thangal Kunju Musaliar College of Engineering

B.Tech (incomplete), Engineering

2004 - 2008

Completed substantial B.Tech coursework in Java & Internet Programming, Artificial Intelligence & Expert Systems, Digital Image Processing, and Networking Fundamentals.