Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Languages
Accomplishments
Timeline
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Rohan Matthew Keshav

Hyderabad

Summary

Results-driven Azure Infrastructure Management professional with a proven track record at LTIMindtree, known for delivering innovative solutions that enhance both customer satisfaction and team performance. Demonstrates exceptional technical troubleshooting skills and creative thinking in resolving complex issues, contributing to service excellence and operational efficiency. Highly adaptable in fast-paced environments, consistently maintaining high-quality work under pressure while showcasing strong customer service, multitasking, and time management abilities. Committed to creating positive customer experiences and eager to embrace new challenges for continued professional growth.

Overview

4
4
years of professional experience

Work History

Senior Engineer - Cloud & Infra Management

LTIMindtree
Hyderabad
02.2024 - Current
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Completed day-to-day duties accurately and efficiently.
  • Recognized by management for providing exceptional customer service.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Advised customers on use of products or services.
  • Assigned roles and permissions to users, enhancing security and access control for Azure environments.
  • Configured billing alerts and set spending limits to optimize cost management for Azure services.
  • Assisted customers with creating and managing Azure subscriptions, ensuring efficient use of resources.
  • Resolving billing-related queries: Helping customers analyze and identify the costs incurred for the usage of various Azure resources.
  • Troubleshooting billing and subscription issues: If customers encounter issues related to billing, invoices, payment methods, or activation of subscriptions, we investigate and troubleshoot the issues by also offering screen-sharing session support to identify the root cause and provide solutions.
  • Collaborating with internal escalation teams: Working closely with support teams to resolve complex billing or subscription-related issues.
  • Resolved escalated customer issues in a timely manner.

Technology Operations Analyst

Wells Fargo India Solutions
Hyderabad
10.2022 - 01.2024
  • To assist internal users through calls and chats for issues related to password resets, VPN setup, application installation, and troubleshooting on a daily basis.
  • Working on ServiceNow for ticket creation, ticket handling, and ticket resolution.
  • Incident Creation & Management
  • Printer Installation & Troubleshooting
  • Following up with the users for issue resolution through calls and email follow-up.
  • To assist Retail Branch Banking users with issues related to applications like SVP, CRV, and TellerView.
  • To place an order for computer accessories, Addmaster, Panini, and Verifone (Pinpad), also assisting the callers with the setup of OKTA and HYPR applications on corporate mobile devices.
  • Troubleshooting issues related to MS Teams and Outlook.

Service Support Representative 2

Unisys India Pvt Ltd.
Hyderabad
10.2020 - 09.2022
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Collaborated with other departments to resolve complex service issues quickly and efficiently.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Experience with Active Directory for making password resets and unlocking accounts, Windows troubleshooting, and printer and shared drive mapping.
  • Experience in Microsoft Azure for mobile device management, registration, and deletion of corporate mobile devices to access the company portal, and wiping data.
  • Handling B2B web tickets, international calls, and chats where we support offshore employees with the day-to-day technical issues encountered by them.

Education

B.com - Computers

Loyola Academy Degree & P.G College
09.2020

Skills

  • Clear Verbal and Written Skills
  • Information Access and Analysis
  • Reading proficiency
  • Collaboration and Communication Expertise
  • Creative thinking
  • Skilled in High-Stress Situations
  • Active Directory Windows troubleshooting
  • Printer Configuration Support

Hobbies and Interests

  • Watching movies
  • Playing cricket
  • Travelling

Languages

  • Telugu
  • English
  • Hindi
  • Tamil

Accomplishments

    Awarded consecutively for two months for best performance

    Received appreciation from customers on a regular basis

Timeline

Senior Engineer - Cloud & Infra Management

LTIMindtree
02.2024 - Current

Technology Operations Analyst

Wells Fargo India Solutions
10.2022 - 01.2024

Service Support Representative 2

Unisys India Pvt Ltd.
10.2020 - 09.2022

B.com - Computers

Loyola Academy Degree & P.G College

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Rohan Matthew Keshav