Gopal Singh Rawat
Information Technology
Greater Noida
Summary
Seasoned Level 3 Service Desk Engineer with 17 years of experience in IT support, project implementation, and infrastructure optimization. Strong expertise in cloud migration, virtual desktop environments, and endpoint protection. Trusted for resolving complex technical issues, mentoring teams, and leading enterprise-level initiatives.
Experienced with troubleshooting and resolving technical issues rapidly to minimize downtime. Utilizes strong customer service skills to deliver high-quality support and enhance user satisfaction. Track record of maintaining operational efficiency through effective problem-solving and teamwork.
Overview
2026
2026
years of professional experience
1
1
Certificate
Work History
Level 3 Service Desk Engineer
Flight Centre Travel Group
2024 - Current
- Delivered advanced support across enterprise IT platforms and services
- Led Project EPO deployment, strengthening endpoint protection and compliance protocols
- Directed Azure Migration Project, moving key systems to the cloud and enhancing scalability
- Managed configuration, deployment, and maintenance of Citrix VDA environments, ensuring seamless delivery of virtual desktops and applications
- Diagnosed and resolved intricate hardware, software, and networking issues across global user base
- Liaised with infrastructure and security teams to maintain system performance and user access
- Mentored junior engineers and conducted training sessions on enterprise tools and troubleshooting
- Key Responsibilities
- Advanced Troubleshooting: Handle escalated issues from L1 and L2 teams, often involving deep-rooted system, network, or application problems.
- Root Cause Analysis: Perform detailed diagnostics to identify the underlying causes of recurring or critical issues.
- Technical Leadership: Mentor and coach junior engineers (L1/L2) and sometimes lead major incident responses.
- Project Involvement: Participate in or lead IT infrastructure projects, upgrades, and migrations.
- Documentation & Knowledge Transfer: Create technical documentation and share knowledge with internal teams and clients
- Change Management: Manage and implement approved changes in the IT environment, including emergency fixes.
- Customer Interaction: Communicate complex technical concepts clearly to clients and internal stakeholders
System Administrator
Flight Centre Travel Group
2015 - 2024
- Reduced downtime by proactively identifying and resolving potential issues through thorough system monitoring.
- Established effective communication channels between IT support staff and end-users, leading to improved issue resolution times overall.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- Enabled smooth transitions during hardware and software upgrades, minimizing disruptions to endusers.
- Worked with users to determine areas of technology in need of improved usability.
IT Help Desk Technician
Flight Centre Travel Group
2007 - 2015
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Streamlined help desk operations by implementing an effective ticket management system.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Education
Bachelor of Computer Application -
Chaudhary Charan Singh (CCS) University
01.2004
Skills
Certification
Microsoft Certified Professional (MCP)
Timeline
Level 3 Service Desk Engineer
Flight Centre Travel Group
2024 - Current
System Administrator
Flight Centre Travel Group
2015 - 2024
IT Help Desk Technician
Flight Centre Travel Group
2007 - 2015
Bachelor of Computer Application -
Chaudhary Charan Singh (CCS) University
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