Summary
Overview
Work History
Education
Skills
Certification
Extra-Curricular Activities
Timeline
Generic

JIBIN PONNAMPARAMBIL

IT Systems Support Engineer
Dubai

Summary

Cisco Certified Network Associate (CCNA) with 8 years of experience in Technical Support, Service Delivery, and Client Engagement. Proficient System Support Engineer specializing in root cause analysis, troubleshooting, and issue resolution. Knowledgeable in Windows and Mac environments, enterprise software, and infrastructure management with strong adherence to Service Level Agreement (SLA). Possesses Strong communication, leadership, and problem-solving skills, focusing on ensuring system stability and client satisfaction.

Overview

8
8
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
3
3
Languages

Work History

IT Systems Support Engineer

MasterCard
Dubai
05.2019 - Current
  • Delivered high-level technical support to VIP users across the EEMEA region, including the President and Co-President of MasterCard, ensuring minimal downtime and exceptional service satisfaction.
  • Delivered comprehensive end-to-end technical support for Audio-Visual (AV) systems, audio equipment, network infrastructure, and MasterCard Experience Center (MEC) operations, including advanced support for AI-driven devices such as Apple Vision Pro and Meta Quest Pro 2.
  • Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
  • Implemented technical solutions to solve customer issues and increase satisfaction.
  • Managing BMC Helix Tickets and DOMO & AD incident product management
  • Maintained accurate inventories of hardware and software assets [600 Devices], supporting compliance, lifecycle management, and efficient resource allocation.
  • Steering efforts in remote administration of PCs using tools like Remote viewer, Bomgar, SSCM remote
  • Expertly Troubleshoot and repaired software & hardware problems on PCs, Laptops, Workstations, and Printers, minimizing downtime.
  • Reduced response times by prioritizing urgent requests and escalating issues when necessary.
  • Implemented automation tools to streamline workflows, reducing manual tasks and increasing productivity within the support team.
  • Managed multiple projects simultaneously, staying organized and meeting deadlines consistently.
  • Upgraded operating systems and computer software to perform compatibility with programs.
  • Coordinated with vendors to ensure timely delivery of hardware replacements, reducing system downtime.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
  • Collaborated with cross-functional teams to develop and implement IT solutions.

System Administrator

Chic House Real Estate Brokers LLC
Dubai
05.2017 - 05.2019
  • Executed IT Projects with end-to-end system solutions
  • Supported and deployed Windows 2000, Windows XP, Microsoft Office and other office environment software
  • Assisted with desktop application and printer installation, maintenance and troubleshooting
  • Troubleshot and repaired software & hardware problems on PCs, laptops, workstations and printers
  • Assisted and performed scheduled software installations and upgrades as necessary
  • Created and edited technical documentation; submitted written and video tutorials as necessary
  • Maintained day-to-day data of clients and employees; listed and published ads

Education

Master of Computer Application

VTU University
Karnataka
10.2012 - 07.2015

Bachelor of Computer Application

Bharathiyar University
08.2009 - 04.2012

Skills

IT technical support and Troubleshooting

Specialized technical support expertise

Network diagnostics

Incident response coordination

Coaching and guidance

Incident response coordination

Certification

Cisco Certified Network Associate Professional

Extra-Curricular Activities

Participated in chess competition at university level. Member of College Chess Team in 2011-12. Attended three days training android workshop class. Designed a website for the MCA fest.

Timeline

MasterCard Certified Professional in Card Products

05-2025

Cisco Certified Network Associate Professional

01-2023

IT Systems Support Engineer

MasterCard
05.2019 - Current

System Administrator

Chic House Real Estate Brokers LLC
05.2017 - 05.2019

Master of Computer Application

VTU University
10.2012 - 07.2015

Bachelor of Computer Application

Bharathiyar University
08.2009 - 04.2012

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JIBIN PONNAMPARAMBILIT Systems Support Engineer