Rijo Jordan
@rijojordan
I resolve enterprise IT support, access, endpoint, and network issues within SLA.
IndiaWhat I'm looking for
I've delivered first-line and escalated IT support at GREENSM, AHEAD INDIA, Prometric Testing, and FIS Global, resolving hardware, software, access, and endpoint issues in SLA-driven enterprise environments.
At GREENSM, I manage employee onboarding, Active Directory accounts, IT assets, Microsoft 365, Google Workspace, laptop imaging, VPN connectivity, and remote troubleshooting. Previously at AHEAD INDIA, I supported high-volume ServiceNow tickets, VIP users, Windows, Intune, SCCM, and Remote Desktop while using SQL to analyze ticket trends and improve processes.
I've also owned identity and account provisioning, access lifecycle management, network incident troubleshooting, and knowledge base documentation, with a focus on secure, accurate, customer-focused support.
Experience
Work history, roles, and key accomplishments
IT Specialist
GREENSM
May 2026 - Present (4 months)
Serve as first line of IT support, resolving hardware, software, and access requests across endpoints while performing laptop imaging, OS installation, and standard application deployment. Own onboarding for new employees, including IT induction sessions covering system access, applications, and IT policy.
Senior Analyst
AHEAD INDIA
Aug 2023 - May 2026 (2 years 9 months)
Monitored and resolved high-volume support tickets via ServiceNow Agent Workspace within SLA, serving as first-line support and driving efficient ticket categorization and routing. Delivered expedited, customer-focused support for VIP users and priority incidents, maintaining strict SLA compliance.
Global Tech Center Support Analyst
Prometric Testing Pvt Ltd
Apr 2023 - Aug 2023 (4 months)
Partnered with the Global Access Management Team to troubleshoot and resolve escalated identity and access management tickets from system administrators. Delivered hands-on support for Microsoft 365, including email, Teams, SharePoint, and OneDrive troubleshooting.
Associate, Access Management
FIS Global Business Solutions India Pvt Ltd
Dec 2021 - Apr 2023 (1 year 4 months)
Served as Single Point of Contact (SPOC) for identity and account provisioning across India, owning onboarding/offboarding for account and device access with attention to security and accuracy. Managed end-to-end user account lifecycle (creation, modification, termination) using ServiceNow and in-house tools.
IT Support Engineer
RIJO ROY
IT Support professional with 4+ years' experience providing first-line and escalated technical support across Windows, Microsoft 365, and enterprise ticketing environments.
Education
Degrees, certifications, and relevant coursework
Indira Gandhi National Open University
Master of Science, Information Security
2024 -
Pursuing a Master of Science in Information Security.
Jagan Institute of Management Studies
Bachelor of Computer Applications, Computer Applications
2018 - 2021
Completed Bachelor of Computer Applications.
St. Paul's School
Higher Secondary Certificate, General Studies
Completed higher secondary education.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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