DANIEL ROCHA
Bangalore
Summary
Technical Specialist skilled in endpoint management with Microsoft Intune and Jamf. Enhanced customer satisfaction through effective problem-solving and collaboration. Developed AI-driven solutions that improved documentation quality and operational efficiency. Focused on delivering technical support and driving process improvements.
Overview
1
1
Certification
4
4
years of professional experience
Work History
Technical Specialist, Virtual Thinkdesk
IBM Pvt. Ltd.
Bengaluru
07.2023 - Current
- Delivered technical support for Windows and macOS devices, effectively diagnosing and resolving operating system, software, hardware, connectivity, and performance-related issues to enhance user experience.
- Managed and supported Windows endpoints through Microsoft Intune, including device enrollment, compliance troubleshooting, policy synchronization, application deployment support, and access-related issues.
- Administered and supported macOS devices through Jamf, assisting with enrollment, configuration profiles, application access, security policies, and device compliance.
- Diagnosed issues involving network connectivity, authentication, system configuration, endpoint compliance, certificates, and security policies.
- Troubleshot IBM VPN and remote-access issues, restoring connectivity quickly and enabling employees to resume business operations with minimal downtime.
- Prioritized and managed support tickets in accordance with service-level agreements, business impact, and urgency.
- Escalated unresolved or specialized incidents to the appropriate infrastructure, network, security, application, or engineering teams with complete diagnostic information.
- Collaborated with cross-functional support teams to identify root causes, reduce resolution times, and prevent recurring technical issues.
- Participated in the IBM watsonx Challenge, contributing to the development and application of AI-agent-based solutions.
- Designed a Microsoft Copilot agent that converted user chat conversations into structured ServiceNow work notes, helping improve documentation quality, consistency, and agent productivity.
- Ensured high standards for customer satisfaction, ticket quality, technical knowledge, and operational performance, contributing to a positive support environment.
Intern
PyraWindo
Bangalore
09.2022 - 10.2022
- Studied renewable energy concepts, including solar and wind energy.
- Explored significance of renewable energy in addressing climate change.
- We learnt about assembly of solar panels.
- Completed 4-week offline training with various assigned tasks.
Education
B.E. - Electrical and Electronics Engineering
Don Bosco Institute Of Technology
Bangalore08-2023
12th - Computer Science
Saraswat Vidyalaya's
Goa04-2019
10th - Science
St. Mary's School I.C.S.E.
Mumbai05-2017
Skills
- Scripting Languages
- Technical Troubleshooting
- Python
- Technical Documentation
- Mobile Device Management
- Endpoint Security
- Endpoint management
- Operating systems
- IT service management
- Technical support
- AI automation Professional skills
Certification
- NSS
- C Programming
- CRT Training
- Public Speaking
- Soft Skills
- IBM Agile Explorer
- WatsonX Explorer
- Clean Code 2025
Languages
- English
- Hindi
- Konkani
Projects
- BATTERY MANAGEMENT SYSTEM, In this BMS system we learned the need for control while charging and discharging through the load of a battery. In the process we learned how to design a balancing circuit for a single cell or an array of batteries. We implemented overcharging and temperature protection.
- Solar Powered E-Cycle: In this project, we converted a normal cycle to an electric cycle. We connected a solar panel to the top of the cycle and used solar energy to charge the battery pack. This promotes the use of green energy.
- Tic Tac Toe—Game on C programming using the output console as a game output and refreshing the output window after every player's move
Accomplishments
- Best Ideation Award for contributing an innovative solution or process-improvement idea.
- CSAT Topper for consistently delivering an excellent customer support experience.
- Quality Champion for maintaining high standards in ticket handling, troubleshooting, and documentation.
- PKT Topper for achieving outstanding results in process knowledge and technical assessments.
- Quarterly Top Performer in recognition of exceptional performance and contribution during the quarter.
- Recognized as Top Performer of the Month for consistently exceeding productivity, quality, and customer service expectations.
Timeline
Technical Specialist, Virtual Thinkdesk
IBM Pvt. Ltd.
07.2023 - Current
Intern
PyraWindo
09.2022 - 10.2022
B.E. - Electrical and Electronics Engineering
Don Bosco Institute Of Technology
12th - Computer Science
Saraswat Vidyalaya's
10th - Science
St. Mary's School I.C.S.E.