Summary
Overview
Work History
Education
Skills
Software
Accomplishments
Interests
Work Availability
Quote
Timeline
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Rohan K

Team Lead
Bengaluru

Summary

Motivated Team Leader with demonstrated knowledge of IT Service Industry best practices and operations. Proven skills in enhancing productivity, efficiency and bottom-line profits with forward-thinking leadership. Good knowledge about ITIL and SDLC Lifecycle.Bringing 7 years of experience in field and ready to take on challenging, growth-oriented role with your company.

Overview

7
7
years of professional experience
4
4
years of post-secondary education
1
1
Language

Work History

Team Lead

Teksystems Global Services
Bengaluru
10.2020 - Current
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Inspected rental equipment before and after rentals, marking changes in conditions and charging customers when necessary.
  • Measured and monitored performance against established service levels to ensure achievement of individual and team targets; conduct periodic verification of work to ensure adherence to organizational standards
  • Managed direct investigations and ensured resolution of all escalated issues related to service delivery and customer satisfaction, ensured timely communication to customers and appropriate stakeholders.
  • Worked closely with extended Autodesk teams such as Information Security Services, Dispatch team and SCCM team to resolve customer issues.

Senior Support Engineer

Teksystems Global Services
Bengaluru
03.2018 - Current
  • Managed asset inventory and user records in ServiceNow.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Create and manage Incidents, requests, RITMs and tasks.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Maintained flexible schedule and responded to after-hours and weekend emergencies.
  • Provided guidance on installing and integrating new hardware components and software to remote clients.
  • Worked thoroughly with microsoft applications like Office365, Outlook and Exchange..
  • Performed root cause analysis of reported issues to decisively discern and enact corrections.
  • Created and managed high priority tickets for hardware/software issues.
  • Collaborated with outside departments to implement system-wide improvements

Technical Support Engineer

IBM India Pvt. Ltd.
Bengaluru
02.2015 - 11.2017
  • Served as primary point of contact for support relating to owned solutions and products.
  • Provided guidance on installing and integrating new hardware components and software to remote clients.
  • Create and manage Incidents, requests, RITMs and tasks.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Dispatching tickets and monitoring availability status of agents.
  • Configured hardware, devices and software to set up work stations for employees.
  • Worked thoroughly with microsoft applications like Office365, Outlook and Exchange.

Education

Bachelor of Engineering - Electrical, Electronics And Communications Engineering

MVJ College of Engineering
Channasandra, Hopefarm
09.2010 - 06.2014

Skills

    ITSM

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Software

ServiceNow

Salesforce

MS Office

Excel

Accomplishments

  • Introduced Visual taskboard system in Service Level to ensure Orders are done on time and deliveries are organized.
  • Productivity topper
  • Quality Topper

Interests

Projection Mapping

Aquascaping

Gaming

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Team Lead

Teksystems Global Services
10.2020 - Current

Senior Support Engineer

Teksystems Global Services
03.2018 - Current

Technical Support Engineer

IBM India Pvt. Ltd.
02.2015 - 11.2017

Bachelor of Engineering - Electrical, Electronics And Communications Engineering

MVJ College of Engineering
09.2010 - 06.2014

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Rohan KTeam Lead