Rohini Dhoble
Summary
Sr. Technology Associate at Colgate Palmolive, skilled in incident management and team leadership. Successfully led a team to enhance knowledge management, streamlining processes and improving support efficiency. Proficient in Fresh service and dedicated to delivering exceptional customer service while driving new initiatives for continuous improvement.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Sr. Technology Associate
Colgate Palmolive business services
06.2019 - Current
- Technical Support for a wide range of applications for global Colgate users.
- Working on Fresh service ticketing system incidents and requests to ensure SLA commitments are being met.
- Worked on Okta, Global protect applications.
- Bot project to minimize manual work.
- Leading Team of 4 members for knowledge management.
- Knowledge management to update agents and users' articles so any issue or process can be simplified.
- Monthly Meetups with Local IT for different regions to know their concerns and to add their knowledge to simplify agents' work.
- Working on access management for new joinees onboarding and offboarding process.
- Providing Training to new joinees.
- Working closely with other departments to escalate users' issues to make sure seamless support.
Technical Analyst
Hexaware Technologies Ltd.
09.2017 - 06.2019
- Technical Support for a wide range of applications for max life employees.
- Tracking open incidents and requests to ensure SLA commitments are being met.
- Installation/configuration and support for various applications like Mobility application (used to login new policy), Customer solution Generator (CSG) application (improve lead generation system and to track the journey of all the leads), M rec (used for recruiting agents), CRM next (is user to manage and share & track the flow of Leads generated by CRM).
- Working on issues related to Air-watch agent and mail box application.
- Working on application based on SQL and Oracle Data base.
- Currently handling a team of 6 members, Analyze and Improve team performance by preparing ticket status reports and providing process change information.
- Resolving tickets which are in scope and dispatching the Incidents & SR which are out of scope to correct resolver group.
- Ensuring the shift handover reports for all lines of support are in place.
Technical Service Desk (Specialized in Mobile application L1)
Reliance Jio
09.2015 - 11.2017
- Technical Support mobile application L1 for Reliance Jio employees.
- Diagnose, troubleshoot and resolve a wide range of application software and network related issues.
- Installation/configuration and support for various applications like M-here application (use for marking attendance of employees), jio beat planner and jio-pulse application.
- Air-watch agent, mail box application.
- Tracking open incident and achieving SLA.
- Currently handling team of 12 members, Analyze and Improve team performance by preparing ticket status report.
- Tracking open incident and request fulfillment across all lines, ensuring SLA commitments are being met.
- Handle conflict situations and make quick decision while driving incidents.
- Resolving tickets which are in scope and dispatching the Incidents & SR which are out of scope to correct resolver group.
- Good knowledge of ITIL standards and workflow.
- Ensuring the shift handover reports for all lines of support are in place.
Network Support Engineer
Orient Technology Pvt. Ltd
10.2014 - 08.2015
- Worked as a Network support engineer at Orient Technology Pvt. Ltd for Tikona Digital Networks.
- Remote Monitoring of Tikona Network & Client End Connectivity via various NMS Tools such as Flex master, Zone director, Telnet, etc.
- Access of Core Routers via telnet installed in operational cities to check the ping response of serving.
- Checking access Point and customer premises equipment in-order to determine drop in connectivity as well as speed related issues.
- Taking necessary action on complaints received from clients based on technical data available from various NMS tools.
- Resolving the same with support of NNOC Team in case of network issue or field team in case of issue observed with client end connectivity by raising a ticket in Siebel application.
Education
BE -
S.I.E.S
MumbaiDIPLOMA -
L.T.I.T
SSC -
M.V.M
MaharashtraSkills
- Fresh service
- Okta GlobalProtect
- Active Directory
- Access control
- Application installation
- Knowledge management
- Team leadership
- Incident management
- Technical support
- ITIL framework
- Customer service
- People management
- Problem solving
- New Joiner Training
- Time management
- Customer service expert
- Remote technical support
- Ticket tracking
- Complaint handling
- Escalation handling
- Technical background
- Analytical skills
- Troubleshooting
- Team handling
- New initiatives
Certification
- ITIL Foundation Course certification
- Cisco Certified Network Associate (CCNA)
Languages
- English
- Marathi
- Hindi
Disclaimer
I hereby declare that the information mentioned above is true to the best of my knowledge.
Personal Information
- Date of Birth: 06/11/92
- Gender: Female
- Nationality: Indian
- Marital Status: married
Timeline
Sr. Technology Associate
Colgate Palmolive business services
06.2019 - Current
Technical Analyst
Hexaware Technologies Ltd.
09.2017 - 06.2019
Technical Service Desk (Specialized in Mobile application L1)
Reliance Jio
09.2015 - 11.2017
Network Support Engineer
Orient Technology Pvt. Ltd
10.2014 - 08.2015
BE -
S.I.E.S
DIPLOMA -
L.T.I.T
SSC -
M.V.M
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