Available for opportunities

Lijo Joy

Experienced IT Engineer with 10+ years of expertise in technical support, IT service desk operations, and Apple/Microsoft device management. Global remote support, enterprise tools, and end-user excellence.

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0+ Years Experience
0 Certifications
0+ Tools & Platforms
Lijo Joy
🍎 Apple Certified ☁️ Azure 🔐 CCNA 🐧 Linux
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About Me

The person behind the keyboard

I'm an IT professional who thrives on solving complex technical challenges and delivering seamless support experiences. With over a decade in the field, I've worked across global enterprises like Uber (via Milestone Technologies), GSM India (XanhSM), and JustAnswer, providing end-to-end IT support for thousands of users.

My expertise spans Apple & Microsoft ecosystems, enterprise mobility management (MDM), network infrastructure, and service desk operations. I specialize in device enrollment and management across AirWatch, JAMF, Intune, and Trellix — with deep experience in identity and access management via Okta, OneLogin, Duo MFA, and SailPoint IIQ.

When I'm not troubleshooting, I'm learning — staying ahead of emerging technologies and earning certifications that keep my skills razor-sharp.

📧
Email Lijojoy30@gmail.com
📱
Phone +91 78290 99333
📍
Location Bangalore, India
💼
LinkedIn linkedin.com/in/lijo-joy
Career

Work Experience

10+ years across global enterprises and service desks

Jan 2026 — Present Current

Technology Operations Specialist

GSM India (XanhSM)

  • End-to-end IT support for Windows laptops — device enrollment & configuration via Trellix MDM
  • Administer user access in Microsoft 365, Microsoft Entra, Active Directory
  • Handle IT tickets through JIRA ensuring SLA compliance; POC for Service Desk Team
  • Lead and mentor new hires; conduct knowledge transfer sessions
  • AV setup for meetings/events, printer & networking troubleshooting
  • SAP Logon installation & profile configuration for business environments
  • Onboarding support: account setup, workstation config, email access
  • Install, configure, and upgrade Windows 11 across the fleet
  • Endpoint security policy enforcement via MDM and endpoint protection
  • Asset management and hardware lifecycle management
  • Network connectivity monitoring with escalation of critical alerts
Windows 11Microsoft 365Trellix MDMJIRASAPActive DirectoryMicrosoft EntraVPN
Oct 2024 — Present Concurrent

Service Desk Support (L1/L2)

Milestone Technologies (Client: Uber)

  • End-to-end IT support for Mac, Windows, iPhone & Android devices
  • Device enrollment via AirWatch MDM; user access admin across Microsoft 365, Google Workspace, Adobe Console, Slack, and Zoom
  • Led 7 engineers as POC for Service Desk Team, mentoring new hires
  • Managed tickets through ServiceNow & JIRA with strict SLA compliance
  • Escalated unresolved tickets to L2/L3 while maintaining SLA
  • AV support for Zoom rooms, conference setups, internal events
  • Procurement assistance and hardware lifecycle management
  • Created KB articles and trained L1 staff — improved first-call resolution rates
  • Remote and deskside support for global teams and VIP users
macOSWindowsServiceNowAirWatchGoogle WorkspaceSlackZoomJAMFAzure AD
Nov 2019 — Oct 2024

Sr. Specialist Technical Support

JustAnswer

  • Global chat/call and remote support for computers, networks, printers, smartphones & Apple devices
  • Tested new projects and software, reported bugs to software team
  • Conducted training for new joiners on tools and troubleshooting methodology
  • Consumer electronics support: TVs, DVDs, VCRs, security cameras
  • Email configuration: Outlook, Live Mail, Thunderbird setup and troubleshooting
  • OS installations: Windows 7/10/11, all macOS versions
  • Software support: TurboTax, Adobe, Office 365/2013/2019
  • VMware virtual machine setup, configuration & troubleshooting
  • Microsoft 365 & Google Admin console user management
  • Antivirus installation, setup, and configuration
Remote SupportVMwaremacOSWindowsO365 AdminGoogle AdminAntivirus
Mar 2018 — Oct 2019

Technical Support Engineer

Ample Technologies

  • Customer handling and escalation management for Apple product repairs
  • Apple hardware parts replacement & troubleshooting using GSX and CRM tools
  • Mac, iMac, MacBook & iPhone diagnostics and repair
  • JAMF device enrollment/unenrollment with MDM server & profile creation
  • macOS installation, upgrade, application & iCloud support
  • Apple Configurator 2 for device provisioning
  • Parallel Desktop & VMware virtual machine configurations
Apple GSXJAMFmacOSiOSApple ConfiguratorVMware
Sep 2016 — Dec 2016

IT Administrator

ZESTECH Global

  • Configured LAN/WAN routers, switches, hubs, controllers & multiplexers
  • Security settings & access permissions for groups and individuals
  • Hardware/software installation, testing & integration with existing systems
  • Remote troubleshooting & new employee workstation setup
  • Maintained and upgraded equipment as needed
LAN/WANNetworkingSecurityHardware
Jul 2013 — Aug 2015

System Administrator

EMADS INDIA

  • Tested, maintained & monitored computer programs and systems
  • Coordinated installation of computer programs and systems across the organization
  • Provided staff assistance with computer-related problems and malfunctions
  • Analyzed performance indicators to locate and correct code problems
  • Consulted with clients on information processing and computation needs
  • Determined hardware/software requirements for system setup or alteration
System AdminMonitoringTroubleshootingClient Consulting
Toolkit

Skills & Platforms

Enterprise tools, operating systems, and platforms I work with daily

🖥️ Operating Systems

Windows 7/10/11macOSiOSAndroidLinux (RHEL)Windows Server 2013 R2

📱 MDM & Device Management

AirWatchJAMF ProIntuneTrellixApple Configurator 2

🔑 Identity & Access

OktaOneLoginDuo MFASailPoint IIQActive DirectoryAzure AD / Entra

☁️ Cloud & Productivity

Microsoft 365Microsoft AzureGoogle WorkspaceAdobe Admin ConsoleSlack AdminZoom Admin

🔐 Networking & Security

CCNACisco MerakiZscalerVPNLAN/WANFirewall

🎫 Ticketing & ITSM

ServiceNowJIRASLA ManagementKnowledge Base

🛠️ Other Tools

VMwareSAP LogonTeqtivityApple GSXAV SetupParallel Desktop
Credentials

Certifications

🍎

Apple Certified iOS Technician

Apple Inc.

💻

Apple Certified Macintosh Technician

Apple Inc.

🔧

Apple Certified Service Fundamentals

Apple Inc.

🔌

CompTIA A+

CompTIA

🌐

CompTIA Network+

CompTIA

🔗

CCNA

Internetworkz (Cisco)

🐧

Red Hat Enterprise Linux

Red Hat

🪟

Windows Server 2013 R2

Microsoft

☁️

Microsoft Azure

Microsoft

📱

AirWatch

VMware

🍏

Jamf 100

Jamf

Academic

Education

🎓

Master's in Networking Administration (MNA)

Jetking

🔬

Electronics & Communication Engineering

PES College

📚

SSLC

Swargarani High School

Connect

Let's talk

Available for IT operations, service desk leadership, and technology consulting roles

📧

Email

Lijojoy30@gmail.com
📱

Phone

+91 78290 99333
💼

LinkedIn

Connect on LinkedIn
📄

Resume

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