Jishnu Vijayan

MBM Transport/ MBM Automobiles / MBM Energy WLL / S&M Advertising / Insense Interiors / K-Mart Supermarket
• Spearheaded IT infrastructure projects across 6 business units, including hardware procurement, vendor
contract negotiations, and system lifecycle management — reducing procurement lead time by 30% through
structured vendor evaluation.
• Deployed and administered Windows Server (2016/2019) environments including Active Directory, DNS, DHCP,
DFS, and Group Policy Objects (GPOs) for 200+ end-users, achieving 99.5% directory service uptime.
• Implemented and hardened network infrastructure (TCP/IP, VLANs, switching, routing) using Cisco switches and
routers across 6 sites, reducing network incidents by 40% through proactive monitoring and configuration
management.
• Configured and maintained VPN, Wi-Fi, and Remote Desktop Services (RDS) for remote workforce, enabling
seamless hybrid work capabilities for 50+ remote employees with zero reported connectivity SLA breaches.
• Administered and optimized Point-of-Sale (POS) systems across K-Mart Supermarket branches — streamlining
transaction processing, inventory sync, and daily sales reconciliation, cutting POS-related downtime by 60%.
• Developed and enforced IT security policies, acceptable use policies, and incident management procedures
aligned with industry best practices — successfully reducing security incidents by 35% within 12 months.
• Managed organizational websites using CMS platforms (WordPress/Joomla), ensuring uptime, SEO optimization,
and content governance; improved website load performance by 25% through server-side optimization.
• Conducted structured IT training programs for 80+ staff on new systems, cybersecurity awareness, and social
media governance, reducing support ticket volume by 20%.
• Generated detailed IT documentation, SOPs, and asset management reports, supporting audit readiness and
facilitating smooth onboarding for new IT staff.

MBM Transport/ MBM Automobiles / MBM Energy WLL / S&M Advertising / Insense Interiors / K-Mart Supermarket
• IT Budgeting & Cost Optimization
• Team Leadership & Resource Management
• IT Strategic Planning & Disaster Recovery
• Spearheaded IT infrastructure projects across 6 business units, including hardware procurement, vendor
contract negotiations, and system lifecycle management — reducing procurement lead time by 30% through
structured vendor evaluation.
• Deployed and administered Windows Server (2016/2019) environments including Active Directory, DNS, DHCP,
DFS, and Group Policy Objects (GPOs) for 200+ end-users, achieving 99.5% directory service uptime.
• Implemented and hardened network infrastructure (TCP/IP, VLANs, switching, routing) using Cisco switches and
routers across 6 sites, reducing network incidents by 40% through proactive monitoring and configuration
management.
• Configured and maintained VPN, Wi-Fi, and Remote Desktop Services (RDS) for remote workforce, enabling
seamless hybrid work capabilities for 50+ remote employees with zero reported connectivity SLA breaches.
• Administered and optimized Point-of-Sale (POS) systems across K-Mart Supermarket branches — streamlining
transaction processing, inventory sync, and daily sales reconciliation, cutting POS-related downtime by 60%.
• Developed and enforced IT security policies, acceptable use policies, and incident management procedures
aligned with industry best practices — successfully reducing security incidents by 35% within 12 months.
• Managed organizational websites using CMS platforms (WordPress/Joomla), ensuring uptime, SEO optimization,
and content governance; improved website load performance by 25% through server-side optimization.
• Conducted structured IT training programs for 80+ staff on new systems, cybersecurity awareness, and social
media governance, reducing support ticket volume by 20%.
• Generated detailed IT documentation, SOPs, and asset management reports, supporting audit readiness and
facilitating smooth onboarding for new IT staff.

Installing and configuring computer hardware, software, systems, networks, printers, and scanners, Monitoring and maintaining computer systems and networks, responding in a timely manner to service issues and requests, providing technical support across the company, setting up accounts for new users, Repairing and replacing equipment as necessary, testing new technology, possibly training junior staf

• Managed IT infrastructure support for a high-traffic retail environment, maintaining 100+ workstations, POS
terminals, barcode scanners, and peripheral devices with a mean-time-to-resolution (MTTR) under 2 hours.
• Diagnosed and resolved hardware/software issues across Windows desktops and POS systems, achieving a first
call resolution rate of 85%, minimizing disruption to retail floor operations.
• Standardized IT documentation and asset inventory processes using Excel-based tracking, improving equipment
accountability and reducing asset discrepancies by 50%.
• Liaised between the IT department and store management to communicate technical updates, escalation
procedures, and system maintenance windows, ensuring zero surprise downtime.

• Kept computer systems running smoothly and optimized user experiences.
• Installed and configured computer hardware, operating systems, and applications.
• Monitored and maintained computer systems and networks to ensure peak performance.
• Provided expert guidance to staff and clients, both in-person and over the phone, for system setup
and issue resolution.
• Diagnosed and solved hardware and software faults, troubleshooting system and network problems.
• Replaced hardware components as necessary to maintain system functionality.
• Delivered comprehensive support, including procedural documentation and detailed reports.
• Followed diagrams and written instructions to perform system repairs and setups.
• Supported the successful roll-out of new applications, ensuring user readiness.
ABOUT ME
WORK EXPERIENCE
• Managed the creation of new user accounts and profiles, addressing password-related issues.
• Responded promptly to call-outs within agreed-upon time limits.
• Demonstrated strong multitasking skills by prioritizing and handling numerous open cases
simultaneously.
• Established productive working relationships with customers and collaborated effectively with
software developers.
• Conducted electrical safety checks on computer equipment to ensure compliance with safety
standards.
• Tested and evaluated emerging technology to identify opportunities for system improvement.

• Provided Tier 1 and Tier 2 technical support (in-person and remote via RDP/TeamViewer) for a client base of
100+ SMB customers, consistently maintaining a customer satisfaction score above 95%.
• Installed, configured, and maintained hardware (desktops, laptops, printers, servers) and operating systems
(Windows 7/10, Linux) ensuring optimal performance and minimizing client downtime.
• Diagnosed and resolved complex network, hardware, and application faults using systematic troubleshooting
methodology — reducing average ticket resolution time from 4 hours to 1.5 hours.
• Managed new user account provisioning in Active Directory and handled password lifecycle management for
clients, ensuring compliance with access control policies.
• Deployed and integrated new business applications for clients, delivering end-user training to ensure successful
adoption and reducing post-deployment support tickets by 30%.

Managing the infrastructure, including firewalls, switches, databases, malware protection software and other processes; Creating and verifying data backups and disaster recovery procedures; Creating, contributing and maintaining an updated documentation; Monitoring the system daily and responding immediately to security or usability concerns; Upgrading systems and processes as required for enhanced functionality and security issue resolution; Collecting needs/requests and proposing solution

• Administered hospital IT infrastructure supporting 500+ clinical and administrative staff, maintaining system
availability in compliance with healthcare data security regulations.
• Collaborated with healthcare professionals and software developers to optimize EMR/EHR system performance,
contributing to a 20% improvement in clinical workflow efficiency.
• Installed and configured medical workstations, clinical applications, and network equipment tailored to
healthcare workflows — ensuring HIPAA-aligned data security and system reliability.
• Proactively monitored server and workstation health, executing preventive maintenance schedules that reduced
unplanned downtime by 45% during tenure.