Looking for a job

Lokesh Mohan

@lokeshmohan

Message

IT Support professional with 8 years of incident management experience.

Canada

Message

What I'm looking for

I am looking for a role that values collaboration and offers opportunities for professional growth in IT support and incident management.

I am an IT Support and Incident Management professional with over 8 years of experience in delivering exceptional technical support and managing major incidents across various environments. My expertise lies in ITIL-aligned processes, first-call resolution, and escalations, where I have successfully reduced incident resolution time by up to 30% and improved user satisfaction scores to over 95%.

Throughout my career, I have leveraged tools like ServiceNow and Remedy to maintain SLA compliance and implement process improvements that eliminate recurring issues. I excel in coordinating war rooms, conducting root cause analysis, and collaborating with cross-functional teams to restore services quickly and efficiently. My proactive approach and strong initiative drive me to continuously learn and adapt in the fast-paced IT landscape.

Experience

Work history, roles, and key accomplishments

Technology Operations

JP Morgan Chase & Co

Jun 2017 - Present (8 years 1 month)

Managed priority incidents within SLA thresholds, analyzing active incidents for matching symptoms and multiple occurrences. Collaborated with cross-functional teams to restore service quickly and efficiently, ensuring incidents were communicated to appropriate end-users and internal tools.

Incident Management ServiceNow Remedy Microsoft Office Root Cause Analysis SLA Management VPN

Technical Solutions Representative II

Hewlett Packard Enterprise

Feb 2015 - Present (10 years 5 months)

Provided comprehensive IT support to Mondelez Executives, ensuring timely resolution of incidents and requests. Documented new troubleshooting steps and maintained the IT Service Desk knowledge base, while troubleshooting system and network problems.

Troubleshooting Hardware Software Faults Remedy Incident Management Customer Service SLA Knowledge Base Systems Active Directory ITIL

Technical Solutions Representative

Infinite Computer Solutions

Dec 2013 - Present (11 years 7 months)

Delivered best-in-class resolution for customers, performing hardware and network troubleshooting. Installed Windows OS, removed viruses, and worked with Office 2010 and 2013, while maintaining strong customer relationships.