Hi, I’m
Rakesh Kewat
Technical Support Specialist
Pune,Maharashtra
Summary
Personable and knowledgeable IT Support Technician with rich experience in Telecom domain assisting field engineers with various hardware and software related issues. Provided in-depth technical support to clients at a Tier 2 level. Proven IT support technician skilled in customer service and ticketing systems. Seeking to provide expert technical support to enterprise organizations.
Overview
16
years of professional experience
8
years of post-secondary education
Work History
TCS (Tata Consultancy Services)Pune, Maharashtra
Technical Support Specialist
11.2013 - 04.2023
Job overview
- Collaborate with on-field engineers to provide technical support and guidance during the troubleshooting process, ensuring effective resolution of telecommunication network issues
- Assist on-field engineers in diagnosing and troubleshooting network problems, including but not limited to connectivity issues, signal interference, hardware failures, software configuration, and network performance optimization
- Utilize remote support tools and techniques to provide real-time assistance to on-field engineers
- This may involve remotely accessing network equipment, analyzing logs, and guiding engineers through step-by-step troubleshooting procedures
- Maintain accurate records of network issues, troubleshooting steps, and resolutions
- Document and update the knowledge base with troubleshooting procedures and best practices to enhance the efficiency of future problem-solving efforts
- Collaborate with cross-functional teams, such as network operations, engineering, and product development, to escalate complex issues when necessary
- Provide detailed technical information and collaborate with stakeholders to develop effective solutions
- Act as the primary resource for the customer service team to diagnose and resolve complex telecommunication network issues
- Maintain accurate and up-to-date records of customer interactions, technical solutions, and troubleshooting steps taken
- Generate detailed reports on recurring issues, trends, and patterns to help identify systemic problems and propose improvements to enhance network stability and performance.
Easi OptionPune, Maharashtra
Subject Matter Expert
11.2011 - 09.2013
Job overview
- Possess in-depth knowledge of mortgage servicing operations, including loan boarding, payment processing, escrow management and default management
- Stay up-to-date with industry regulations, guidelines, and compliance requirements
- Identify opportunities to streamline and optimize mortgage servicing processes
- Analyze existing workflows, identify bottlenecks, and propose solutions to enhance efficiency and productivity
- Work closely with operations teams to implement process improvements and monitor their effectiveness
- Educate mortgage servicing staff on best practices, regulatory updates, and operational procedures
- Provide ongoing support and guidance to ensure staff members have the necessary knowledge and skills to perform their roles effectively
- Implement compliance monitoring processes to ensure adherence to applicable regulations and mitigate operational risks
- Act as an escalation point for complex mortgage servicing issues and provide guidance to resolve them
- Collaborate with internal stakeholders to address customer complaints, disputes, and regulatory inquiries
- Collaborate with cross-functional teams, including loan origination, underwriting, customer service, and IT, to ensure seamless integration and alignment of mortgage servicing processes.
AHMSI (American Home Mortgage Servicing Inc)Pune, Maharashtra
Sr Associate
01.2009 - 09.2011
Job overview
- Receive and process mortgage payments from borrowers, ensuring accuracy and timeliness
- Apply payments to appropriate accounts and update records accordingly
- Monitor mortgage accounts to identify delinquencies and initiate appropriate collection activities
- Contact borrowers to discuss payment options, negotiate payment arrangements, and provide assistance in resolving delinquencies
- Evaluate borrower eligibility for loan modification or workout plans, based on established guidelines and policies
- Collaborate with borrowers to develop and implement appropriate solutions to address financial hardships and prevent foreclosure
- Maintain accurate and up-to-date records of borrower communications, payment history, and collection activities
- Exl Services
Exl ServicePune, Maharashtra
Associate
12.2006 - 12.2008
Job overview
- Review and validate the accuracy of information provided by mortgage applicants, including income, employment history, and other financial documents for Salaried / Business owner
- Examine loan documents, such as bank statements, tax returns, pay stubs, and property-related documents, to ensure compliance with lending policies and regulatory requirements
- Analyze credit reports and assess the creditworthiness of applicants based on their financial history, debt-to-income ratio, and other relevant factors
- Identify and evaluate potential risks associated with each loan application, such as high debt levels, inconsistent income, or discrepancies in documentation
- Collaborate with loan officers, underwriters, and other stakeholders to gather additional information, clarify discrepancies, and provide updates on the verification status
- Make informed recommendations regarding loan approvals or rejections based on the verified information and established lending criteria
- Maintain accurate and organized records of all verified loan applications, documentation, and correspondence.
Education
Hislop CollegeNagpur, Maharashtra
Bachelor of Commerce from Commerce
06.2003 - 09.2006
St. Francis De Sales CollegeNagpur, Maharashtra
Higher Secondary School Certificate from Science
06.1999 - 03.2003
Bishop Cotton SchoolNagpur, Maharashtra
Secondary School Certificate
06.1998 - 03.1999
Accomplishments
- Service and Commitment Award
- BPS Star Performer Award
- Applause Award
- Special initiative Award
- Participated in various incentive programs and contests designed to support achievement of production goals.
Timeline
Technical Support Specialist
TCS (Tata Consultancy Services)
11.2013 - 04.2023
Subject Matter Expert
Easi Option
11.2011 - 09.2013
Sr Associate
AHMSI (American Home Mortgage Servicing Inc)
01.2009 - 09.2011
Associate
Exl Service
12.2006 - 12.2008
Hislop College
Bachelor of Commerce from Commerce
06.2003 - 09.2006
St. Francis De Sales College
Higher Secondary School Certificate from Science
06.1999 - 03.2003
Bishop Cotton School
Secondary School Certificate
06.1998 - 03.1999
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