Jebalin Bright

Background

About Jebalin Bright

I am an experienced IT professional with a strong background in providing L2 remote support and technical assistance. Over the course of 2 years and 4 months as a Technical Support Engineer at DXC Technology in Bangalore, I honed my skills in ServiceNow, creating and resolving tickets, and troubleshooting a wide range of applications such as Office365, Cisco AnyConnect, Citrix, SAP, and Microsoft Office applications. My role involved configuring and troubleshooting VPN connections and providing technical support through various mediums, including call, chat, and self-service. I provided L2 remote support assistance to customers and clients, with experience in virtualization technology. I successfully rerouted incidents to the appropriate teams for further assistance, coordinated with team members to ensure timely resolutions, and supervised a team of 10 to 15 members in the absence of Subject Matter Experts (SMEs). In December 2024, I transitioned to a new role as a Technical Support Engineer at Granicus. In this position, I field complex and escalated issues for high-value or critical clients, troubleshooting audio/video hardware and signals. I work directly with clients on the phone to troubleshoot hardware and cabling at their location, document issues, and work towards resolution while upholding SLAs regarding responsiveness. I serve as an escalation point for Customer Support Representatives and act as the resident product subject matter expert for a specific product suite/team. I take ownership of technical issues, collaborate with Engineering and product groups to resolve advanced issues, and identify product bugs, documenting expected behaviors for resolution. I coordinate teams, set up client troubleshooting sessions, and provide written and verbal recaps. I am dedicated to resolving escalated customer complaints, often without the need for managerial intervention, and I provide on-call support. Additionally, I update the ticket tracking system to ensure an accurate status of support issues. My ability to troubleshoot issues ranging from simple single failures to complex multi-factored problems ensures effective and efficient resolution for our clients.