ServiceNow
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
Office 365
Customer service management
ServiceNow Administration
Technical Support
Software
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
swipe to browse
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