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Sourav Jith

IT Support Specialist at Morgan Mckinley Google Admin | System Admin | Salesforce Admin

Kerala

9+ years of work experience

Morgan McKinley
Jul 20215 yrsPresent

Mahe

Google Workspace Administration: Manage user lifecycle (provisioning/deprovisioning), organizational units (OUs), and shared drives for APAC and Europe region users. Salesforce Support: Act as the primary point of contact for Salesforce user issues, including password resets, permission set assignments, and basic report generation. System Maintenance: Oversee the health of company hardware and software, ensuring all endpoints are patched, secure, and performing optimally. Incident Management: Resolve an average of 50+ technical tickets per week, consistently maintaining a 95%+ satisfaction rating or meeting SLA targets. Process Improvement: Created internal documentation and "Self-Help" guides that reduced common support tickets.
Morgan McKinley
Jul 20215 yrsPresent

Provided Tier 1 & Tier 2 technical support for end users across multiple geographies. Resolved hardware/​software issues and supported operating systems and applications. Created and managed user accounts in Google Admin Console, Microsoft Admin Console, and Active Directory. Delivered first-line support for Salesforce users and collaborated with technical teams for issue escalation. Maintained and monitored LAN/​WAN systems ensuring consistent network connectivity. Drafted and maintained user manuals and internal documentation for IT processes. Ensured adherence to GDPR standards in all data handling and system access protocols.
Maksys Technology Services Pvt Ltd
Feb 20183 yrs 6 mosJul 2021

Calicut

MAKSYS Technology
Feb 20183 yrs 5 mosJun 2021

Provided on-site hardware and software support for clients. Diagnosed and repaired printer and peripheral devices. Delivered client-focused solutions and ensured prompt ticket resolution.
Soften Technologies Ernakulam
May 20177 mosNov 2017

Ernakulam

Technical support

Education

HSS

High School Diploma

HSS

Kannur University

Kannur University

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Headline

IT Support Specialist at Morgan Mckinley Google Admin | System Admin | Salesforce Admin

About

Technical Support Specialist with a dual-focus on high-level system administration and end-user excellence. I specialize in managing the core tools that modern teams rely on specifically Google Workspace and Salesforce. I pride myself on being a "translator" between complex technical issues and clear solutions. Whether I’m auditing security permissions in the Google Admin Console, managing Salesforce user lifecycles, or resolving hardware bottlenecks, I focus on reducing downtime and empowering employees to do their best work. Key Technical Strengths: Administration: Google Workspace (Users, Groups, Security), Salesforce (User Management, Reports). Troubleshooting: OS Support (Mac/Windows/ChromeOS), Network Connectivity, SaaS Apps. Hardware: Deployment, Asset Management, Peripheral Support.

Location

Kerala

Work experience

IT Support Specialist at Morgan McKinley, Jul 2021 - Present · 5 yrs, Mahe, Google Workspace Administration: Manage user lifecycle (provisioning/deprovisioning), organizational units (OUs), and shared drives for APAC and Europe region users. Salesforce Support: Act as the primary point of contact for Salesforce user issues, including password resets, permission set assignments, and basic report generation. System Maintenance: Oversee the health of company hardware and software, ensuring all endpoints are patched, secure, and performing optimally. Incident Management: Resolve an average of 50+ technical tickets per week, consistently maintaining a 95%+ satisfaction rating or meeting SLA targets. Process Improvement: Created internal documentation and "Self-Help" guides that reduced common support tickets.

Information Technology Support Specialist at Morgan McKinley, Jul 2021 - Present · 5 yrs, Provided Tier 1 & Tier 2 technical support for end users across multiple geographies. Resolved hardware/​software issues and supported operating systems and applications. Created and managed user accounts in Google Admin Console, Microsoft Admin Console, and Active Directory. Delivered first-line support for Salesforce users and collaborated with technical teams for issue escalation. Maintained and monitored LAN/​WAN systems ensuring consistent network connectivity. Drafted and maintained user manuals and internal documentation for IT processes. Ensured adherence to GDPR standards in all data handling and system access protocols.

Technical Support Engineer at Maksys Technology Services Pvt Ltd, Feb 2018 - Jul 2021 · 3 yrs 6 mos, Calicut

Customer Support Engineer at MAKSYS Technology, Feb 2018 - Jun 2021 · 3 yrs 5 mos, Provided on-site hardware and software support for clients. Diagnosed and repaired printer and peripheral devices. Delivered client-focused solutions and ensured prompt ticket resolution.

Junior System Administrator at Soften Technologies Ernakulam, May 2017 - Nov 2017 · 7 mos, Ernakulam, Technical support

Education

High School Diploma, HSS

Kannur University