Continuous Learning
Rajat BHise
Technical Support Engineer
Ahmedabad
Summary
Results-driven Technical Support Engineer with experience in resolving complex technical issues and providing exceptional customer support. Skilled in application support and documentation, aiming to leverage expertise to improve service efficiency and client satisfaction.
Overview
4
4
Languages
7
7
years of professional experience
Work History
Technical Support Engineer
Choice Solutions Limited
02.2024 - Current
- Resolved technical issues for clients using remote diagnostic tools and troubleshooting techniques.
- Provided timely support through ticketing system, ensuring customer satisfaction and efficient issue resolution.
- Collaborated with cross-functional teams to identify recurring problems and implement long-term solutions.
- Documented detailed troubleshooting steps and resolutions in knowledge base for future reference and training.
- Provide first-level and second-level technical support for IT systems and applications.
- Troubleshoot hardware, software, network, and operating system issues.
- Respond to support tickets, emails, phone calls, and remote support requests.
- Install, configure, and maintain desktops, laptops, mobile devices, and peripherals.
- Monitor and maintain system performance and security.
- vendor support teams when necessary.
- Document incidents, resolutions, and technical procedures in ticketing systems.
- Perform software installations, upgrades, and patch management.
- Support Microsoft 365, Outlook, Teams, Windows, and mobile devices.
- Assist with user account administration, password resets, and access management.
- Ensure compliance with IT policies, standards, and security requirements.
- Provide training and guidance to end users on technical issues.
Technical Support Engineer
HI Tech Informatics Pvt Ltd
03.2023 - 06.2023
- Performed root cause analysis of reported issues to enact corrections.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
Technical Support Engineer
Kaizen IT Services Private Ltd
09.2021 - 09.2022
- Trained new team members on best practices for customer interaction and technical problem-solving procedures.
- Refined internal processes to enhance response time and service delivery efficiency across support channels.
- Analyzed user feedback to improve product features, contributing to enhanced user experience and client retention.
- Led initiatives to streamline support workflows, reducing average resolution time while maintaining service quality standards.
- Provide first-level and second-level technical support for IT systems and applications.
- Troubleshoot hardware, software, network, and operating system issues.
- Respond to support tickets, emails, phone calls, and remote support requests.
- Install, configure, and maintain desktops, laptops, mobile devices, and peripherals.
- Monitor and maintain system performance and security.
- vendor support when necessary.
- Document incidents, resolutions, and technical procedures in ticketing systems.
- Perform software installations, upgrades, and patch management.
- Support Microsoft 365, Outlook, Teams, Windows, and mobile devices.
- Assist with user account administration, password resets, and access management.
- Ensure compliance with IT policies, standards, and security requirements.
- Provide training and guidance to end users on technical issues.
Technical Support Engineer
AGS Transact Technologies PVT Ltd
07.2019 - 09.2019
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
Education
MBA - Data Science And Business Analytics
DY Patil University
Navi Mumbai 04.2001 -
Bachelor of Engineering - Electronics And Telecommunication
SSBT College of Engineering
Jalgoan 04.2001 -
High School Diploma -
Shri Datta Meghe Polytechnic
Nagpur, India 04.2001 -
Skills
Technical support
Technical troubleshooting
Problem-solving
Application support
Customer support
Interests
Sales and Marketing
Technical Problem Solving
Business Analytics
Timeline
Technical Support Engineer
Choice Solutions Limited
02.2024 - Current
Technical Support Engineer
HI Tech Informatics Pvt Ltd
03.2023 - 06.2023
Technical Support Engineer
Kaizen IT Services Private Ltd
09.2021 - 09.2022
Technical Support Engineer
AGS Transact Technologies PVT Ltd
07.2019 - 09.2019
MBA - Data Science And Business Analytics
DY Patil University
04.2001 -
Bachelor of Engineering - Electronics And Telecommunication
SSBT College of Engineering
04.2001 -
High School Diploma -
Shri Datta Meghe Polytechnic
04.2001 -