JYOTHIN MICHEAL
Sandyford
Summary
ICT Technical Support Executive experienced in enterprise IT infrastructure and financial technology environments. Delivered effective deployment and support of EPOS systems and critical software applications through strong analytical and problem-solving capabilities. Focused on enhancing data security and user access management while ensuring successful integration of hardware and software solutions.
Overview
10
10
years of professional experience
1
1
Certification
Work History
ICT Technical support
New Payment Innovation
09.2024 - Current
- Perform advanced troubleshooting of hardware faults, software failures, cross-platform compatibility issues, and system performance bottlenecks.
- Diagnose and resolve Layer 1–3 network issues, including TCP/IP configuration, DNS, VPN, VoIP, router/switch setup, and IP addressing management.
- Manage enterprise-level ICT infrastructure, ensuring seamless operation of software, hardware, networking, and payment systems across merchant environments.
- Install, configure, test, and deploy EPOS systems, card payment terminals (PAX/Sunmi), and associated business-critical applications.
- Executed regression testing, system integration validation, and patch management to uphold secure and stable production environments.
- Integrated payment terminals with financial processing platforms to enhance transaction security and compliance with PCI-DSS standards.
- Conducted settlement reconciliation analysis and executed root-cause investigations for transaction discrepancies in collaboration with acquiring banks and processors.
- Administer user access controls to protect sensitive data and uphold compliance with financial IT governance frameworks.
- Operate within SLA-driven support environments, utilizing CRM and enterprise diagnostic tools to manage incidents, provisioning, and service delivery.
- Optimized IT infrastructure to align with business and operational objectives, leveraging 7+ years of ICT technical support experience.
ICT Technical Support Supervisor
Sutherland Global Services
11.2016 - 08.2023
- L2 Technical Support & Escalation Management: Delivered advanced troubleshooting and resolution of complex issues within SLA, ensuring uninterrupted service continuity.
- Network Configuration & Management: Configured static IPs, modems, routers, and VoIP systems to maintain reliable connectivity and performance.
- Enterprise Tools Utilization: Leveraged platforms like WFE, Amdocs CRM, Siebel RIO, OMS, and G2 for diagnostics, ticketing, and efficient issue resolution.
- Software Installation & Troubleshooting: Installed and maintained client-specific software, resolving cross-platform and version compatibility challenges.
- Software Integration & Testing: Conducted integration and compatibility testing of software patches and updates to ensure system stability and security.
- Hardware Deployment & Diagnostics: Managed hardware deployment, diagnostics, repairs, and ensured compatibility with legacy systems in enterprise environments.
- Network Issue Resolution: Diagnosed and resolved Layer 1-3 network faults, optimized IP addressing, and enhanced mobile network performance.
- IT System Maintenance & Diagnostics: Delivered hands-on support for Windows OS, LAN/WAN troubleshooting, system reconfiguration, printer support, and advanced hardware/software diagnostics.
- Training & Process Improvement: Developed and delivered training programs to improve technical skills, increase first-call resolution rates, and enhance customer satisfaction.
Shipping, Logistics and SCM training program
TSBL
06.2016 - 11.2016
- Adapted to new situations and learned new skills quickly.
- Showed initiative and willingness to take on new challenges.
- Managed time effectively to meet deadlines.
- - India, India
Education
Master of Arts - International Business
CCT College
Dublin09-2024
Bachelor of Business Management - Finance
Bangalore University
India03-2016
Grade 12 - Science
Higher Secondary Public Examination Board
India03-2013
Grade 10 - Science
Higher Secondary Public Examination Board
India03-2011
Skills
- Analytical and problem-solving abilities
- MS Word & MS Excel experience
- Communication skills
- Technical issues analysis Application installations
- Expert in technical softwares (CRM, CMS G2, WFE, OMS, LSBBT, RIO, Nuance)
- Team works and Time-management
- Excellent numerical and presentation abilities
- Effective negotiating skills are demonstrated in customer service notably when responding to customers
- Exceptional telephone etiquette
- Skilled in TCP/IP and WAN
- Desktop support
- Customer service expert
Certification
- Google. The Bits and Bytes of Computer Networking(10/2025)
- The Complete Networking Fundamentals Course (CCNA, 10/2025)
AWARDS, ACCOMPLISHMENTS, AND HONORS
Best Employee Award Honored as the Best Employee in 2018 for exceptional performance and significant contributions to the company's success., Top Performer Awards: Earned multiple Top Performer awards, including:, Best Performer of the Month: Achieved the KPI Metrics for exceeding monthly targets and delivering exceptional results., Best Performer of the Quarter: Recognized for outstanding quarterly performance and dedication.', Best Leadership and Mentorship. Training and Development Contribution
CUSTOM
- Sutherland Global Services' Best SME (Subject Matter Expert) award for the previous 5 years, from 2019 to 2023.
- Ultimate Winner at Sutherland Global Services in Production Targets: 2016
Disclaimer
I hereby declare that all information furnished above is true to the best of my belief.
Place: Dublin
Date: 2026-01-29
JYOTHIN MICHEAL
Timeline
ICT Technical support
New Payment Innovation
09.2024 - Current
ICT Technical Support Supervisor
Sutherland Global Services
11.2016 - 08.2023
Shipping, Logistics and SCM training program
TSBL
06.2016 - 11.2016
Master of Arts - International Business
CCT College
Bachelor of Business Management - Finance
Bangalore University
Grade 12 - Science
Higher Secondary Public Examination Board
Grade 10 - Science
Higher Secondary Public Examination Board