Jathushan Karthigesar Email & Phone Number

• Agile IT Service Management• Linux Administration• Interfacing AI with Python• Windows Server and Networking Administration• Cloud and Database Management• Information Security

Montreal, Quebec, Canada

Ottawa, Ontario, Canada

• Reviewed network design and build documentation provided by program partners• Determined the impact of proposed network changes (performance, coverage, etc.)• Reviewed claims for the reimbursement of networking equipment• Helped with the negotiation of a new agreement between the government and the recipient

Ottawa, Ontario, Canada

The role of the Technical Support Assistant is to support the Integrated Service Management team with various technical support activities that will enable successful project delivery for an ISM solution that is scalable for other PSPC services to onboard as the service management solution matures and evolves.• Managed and maintained the Service Management tool on behalf of the project team• Developed status reports, issues logs, information materials (presentations, emails, etc.), and communications about the Service Management tool for management and stakeholders• Scheduled and organized meeting logistics for the purpose of coordinating, configuring, and testing the Service Management tool.• Supported and guided employees using the Service Management tool, and coordinated with the tool’s support desk as needed. • Participated in working groups and committees• Utilized Draw.io to build a diagram to represent the procurement workflow• Developed an interactive French game and added PDFs to the GCpedia website using HTML

Ottawa, Ontario, Canada

• Closed Request for Change (RFC) tickets in the interface the tech team uses to manage tickets, for departments of the Government of Canada

Ottawa, Ontario, Canada

• Created and documented service requests and incidents submitted to the service desk in an IT Service - Management (ITSM) ticketing system.• Analyzed, troubleshot and resolved reported incidents• Learned and applied the department processes where applicable• Acknowledged, reviewed and processed incidents and client requests using the proper processes and procedures.• Generated ad hoc reports for supervisor and team leaders upon request.• Assisted in updating and maintaining the team's Knowledge Base.• Assisted in the enhancement and configuration of the team collaboration space in SharePoint• Supported the analysis and development of the main IT ticketing system • Created improvements to the end-user interface of the ticketing system• Analyzed data related to the utilization and operability of the ticketing system• Examined current systems and processes to assess the effectiveness of the implemented improvements• Contributed to the activities related to the mobility request management• Studied and analyzed as-is practices to align them with the market's best practices• Tested system functionality to assess if they align with the requested business requirements (AAFC Service Desk Assistant)

Montreal, Quebec, Canada

• Performed In-bound/outbound collections call to clients regarding past due invoices/statements (early-stage delinquency, courtesy calls)• Answered incoming calls from clients regarding past due invoices/statements• Reduced client delinquency• Interacted with customers, lawyers, branches and different professionals• Performed other related Customer Service responsibilities as required

Ottawa, Ontario, Canada

• Conducted surveys over the phone• Entered survey responses into a computer• Gained survey participation using persuasive speaking/negotiation• Developed a sales mindset to achieve targets (no sales or soliciting)

Pointe-Claire, Quebec, Canada

• Furthered expertise in teamwork, leadership and communication, by providing exceptional customer service• Acquired expertise in effective planning and timing, by effectively loading boxes in trucks, and placing them in stock• Improved communication skills by helping customers with complex issues and providing beneficial solutions• Transported boxes, rolls of aluminum, equipment and miscellaneous items to appropriate places• Cleaned workstations• Placed the equipment at appropriate locations• Handled and transported materials with appropriate care • Reported to the immediate superior any problems or deficiencies when required

Ottawa, Ontario, Canada

• Procured expertise in effective planning and timing by managing a high volume of inbound calls• Developed capability of self-motivated work by working without supervision• Gained enhanced expertise in communication during interactions with customers• Responded to all incoming calls to execute customers’ orders• Provided information about offers and upsell• Supported Gabriel Pizza stores• Followed internal processes pertaining to call handling

Montreal, Quebec, Canada

• Developed and displayed the capability of self-motivated work• Gained expertise in teamwork, leadership and communication, to provide outstanding customer satisfaction.• Drove the company car in cities to provide customers and the company, with the products they ordered, without being late and using the shortest ways to reach the destination, effective time management and strategic thinking skills

Montreal, Quebec, Canada

• Developed and displayed the capability of self-motivated work• Gained expertise in teamwork, leadership and communication, to provide outstanding customer satisfaction.• Stacked on shelves• Provided wanted products to customers

Montreal, Quebec, Canada

• Conducted surveys over the phone• Entered survey responses into a computer• Gained survey participation using persuasive speaking/negotiation• Developed a sales mindset to achieve targets (no sales or soliciting)

Montreal, Quebec, Canada

• Progressed expertise in problem resolutions during conversations with customers• Obtained enhanced expertise in timing and customer service by interacting with customers• Enhanced expertise in communication by persuading customers to purchase goods and services• Answered telephone calls from our customers, advised them and offered solutions adapted to their needs• Established a climate of trust with my clients to promote the sale of products/services and customer retention• Ensured the customer a caring, courteous and efficient service• Offered my customers a unique experience reflected by the quality of my service• Acted as an expert of our products and services

Montreal, Quebec, Canada

• Developed and displayed the capability of self-motivated work• Gained expertise in teamwork, leadership and communication, to provide outstanding customer satisfaction.• Stacked on shelves• Provided wanted products to customers

Bachelor Of Applied Science - Basc, Computer Engineering, Gpa = 7.020

Activities and Societies: Experience with: •Languages: Python, Java, C/C++ •Operating Systems: Windows, MAC •Tools: Altera, Code Composer.

Natural Sciences