Rishikesh Kunte
Pune
Summary
Results-oriented IT professional with over 5 years of experience in service desk support and technical troubleshooting, currently excelling as a Product Engineer at IDeaS - Integrated Decisions & Systems. Demonstrated expertise in Azure Identity & Access Management, alongside a strong proficiency in data analysis tools such as SQL, Power BI, and Excel. Recognized for the ability to analyze data, identify trends, and resolve complex technical issues efficiently. Committed to enhancing data-driven decision-making and supporting business growth initiatives.
Overview
12
12
years of professional experience
1
1
Certificate
Work History
Product Engineer
IDeaS - A SAS Company
Pune
10.2023 - Current
- Proactively monitor the processing and handle installation-related activities for over 30,000 hotel clients, ensuring optimal system performance and revenue generation
- Provide reactive support for issues raised by internal and external clients, resolving technical problems and ensuring client satisfaction
- Serve as the primary vertical lead for Hilton, supporting over 7,500 hotels with their technical needs and contributing to their revenue optimization strategies
- Perform installations for new properties and upgrades, ensuring smooth onboarding and system integration
- Prioritize and address client issues through the portal or email, ensuring timely resolution and adherence to SLAs
- Identify and escalate recurring monitoring failures for root cause analysis, contributing to continuous improvement and system stability
- Utilize support tools to speed up process monitoring and troubleshooting, ensuring efficient problem resolution
- Communicate proactively with customers and internal experts to ensure effective problem resolution, meticulously documenting all interactions
- Manage expectations and project pressures, coordinating problem escalation activities and communications
- Develop and apply deep knowledge of IDeaS products to troubleshoot and resolve complex technical and business domain issues
- Regularly handle Salesforce escalation cases opened by our clients, ensuring prompt resolution and customer satisfaction
Technical Infrastructure Management Engineer
Tech Mahindra Ltd.
Pune
03.2022 - 10.2023
- Awarded the 'BRAVO' Award (Mar 2023) and 'Pat on the Back' Award (Sep 2022) for exceptional performance
- Provided comprehensive technical support for hardware, software, network, and mechanical applications via multiple channels
- Diagnosed and resolved software and hardware issues efficiently, meeting SLAs and enhancing user satisfaction
- Optimized network performance through vigilant monitoring, troubleshooting, and collaboration with network architects
- Configured firewalls, routing, and switching to ensure network efficiency and security
- Managed Active Directory processes, including user and group management, password resets, and permissions adjustments
- Set up new user accounts and profiles, resolved password issues, and escalated complex problems for timely resolution
- Developed and maintained SOPs and knowledge base articles to streamline operations
- Delivered onsite support to users in the US, Canada, UK, and Australia
Technical Support/Field Support Engineer
Genie Infotech Pvt. Ltd.
Pune
10.2014 - 11.2015
- Provided technical support for software, hardware, server, and network applications, ensuring high system availability and reliability
- Monitored and maintained computer systems and networks, resolving issues promptly to minimize downtime
- Installed and configured new systems and hardware, supporting the roll-out of new applications
- Assisted staff and clients with technology-related issues, providing clear explanations and solutions
- Participated in an on-call rotation to offer after-hours technical support
- Authored and updated project manuals and technical documentation to support the IT team
Network/IT Consultant
Micro Controls
Pune
03.2013 - 05.2014
- Delivered comprehensive technical support and maintained IT inventory, computers, printers, and network equipment
- Installed and configured operating systems, network components, and various software applications
- Managed network performance through regular monitoring, troubleshooting, and optimization
- Ensured timely resolution of hardware and software problems, maintaining robust system security
- Configured essential networking components and remote desktop environments
Education
B.Sc. - Computer Science
Savitribai Phule Pune University
01.2016
S.S.C -
Muktangan Junior College
01.2009
H.S.C -
Seth Dagduram Katariya High School
01.2007
Skills
- Technical Support
- Troubleshooting
- Problem Solving
- Client Relationship Management
- Project Coordination
- Process Optimization
- Data Analysis
- Performance Tuning
- Product Knowledge
- Communication
- Windows 7
- Windows 8
- Windows 10
- Windows Server 2012
- ServiceNow
- Routing & Switching
- SQL
- Power BI
- Excel
Certification
- ITIL Foundation Certificate in IT Service Management, GR750206998RS
- Google Technical Support Fundamentals, YAPWYLZX6C5W
- CCNP Routing and Switching, CSCO12847172
- Microsoft Certified Professional, F224-3177
Timeline
Product Engineer
IDeaS - A SAS Company
10.2023 - Current
Technical Infrastructure Management Engineer
Tech Mahindra Ltd.
03.2022 - 10.2023
Technical Support/Field Support Engineer
Genie Infotech Pvt. Ltd.
10.2014 - 11.2015
Network/IT Consultant
Micro Controls
03.2013 - 05.2014
- ITIL Foundation Certificate in IT Service Management, GR750206998RS
- Google Technical Support Fundamentals, YAPWYLZX6C5W
- CCNP Routing and Switching, CSCO12847172
- Microsoft Certified Professional, F224-3177
B.Sc. - Computer Science
Savitribai Phule Pune University
S.S.C -
Muktangan Junior College
H.S.C -
Seth Dagduram Katariya High School
Address - Permanent
House No 12/8, Yamunanagar, Sect-21, Schm-09, Near Dattmandir, Nigdi, Pune, 41104
Languages
- English
- Marathi
- Hindi
Personal Information
- Location Preference: Pune
- Passport Number: Y5150992
- Date of Birth: 10/23/91
- Nationality: Indian
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