Hi, I’m
ROHIT CHOPRA
New Delhi
Summary
Dynamic and results-oriented professional with a proven track record at IBM India Private Limited, adept in IT Service Management and exceptional problem resolution skills. Recognized for expertise in Netcool Monitoring and delivering customer satisfaction through effective troubleshooting and diagnostics. Awarded for outstanding contributions to incident management, demonstrating both technical proficiency and excellent verbal communication abilities.
Overview
19
years of professional experience
1
Certification
Work History
Concentrix Daksh Services india Private LimitedGurgaon
Technical Support Advisor
02.2018 - 10.2024
Job overview
- Managed troubleshooting for Reckon accounting software across Australian and New Zealand regions
- Identified, researched and resolved technical issues for customers.
- Provided support to customers via telephone, email and online chat.
- Responded to customer inquiries in a timely manner while adhering to service level agreements.
- Diagnosed hardware and software problems related to customer's environment.
IBM India Private LimitedGurgaon
Incident Manager
01.2014 - 09.2017
Job overview
- Handled and mitigated various incidents under ITIL framework
- Achievements – Received Certificate of Achievement for contribution to Incident management, IBM Be Essential Award, and Certificate of Appreciation.
- Developed, implemented, and maintained incident management policies and procedures.
- Coordinated with stakeholders to ensure timely resolution of incidents.
- Created, updated, and tracked incident tickets using a ticketing system.
IBM India Daksh LimitedGurgaon
Senior Operations Executive
10.2008 - 12.2013
Job overview
- Delivered customer service solutions related to ISP processes for BELL CANADA while working with IBM
- Transitioned to Navistar process, handling IT help desk responsibilities
- Supported Outlook and resolved desktop-related issues
- Awarded for exceptional achievements multiple times
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Convergys India Services Private LimitedGurgaon
Customer Care Officer
09.2007 - 06.2008
Job overview
- Served as customer care representative for UK-based telecom company Orange
- Provided excellent customer service by responding to inquiries in a timely and professional manner.
- Resolved customer complaints quickly and efficiently.
- Maintained accurate records of customer interactions and transactions.
- Analyzed customer feedback to identify areas for improvement.
Next Gen Publishing LimitedGurgaon
Client Interaction Executive
12.2005 - 09.2007
Job overview
- Accessed directory enquiries by dialing 197 for domestic numbers
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
Skills
- Experienced with Microsoft Office Suite
- Active Directory Management
- Tivoli
- Netcool Monitoring Expertise
- IT Service Management
- Problem Resolution
- Impact
- Maximo Software Experience
- Siebel Application Expertise
- Expertise in Windows Versions
- Help Desk Operations
- Desktop Technical Support
- Troubleshooting and diagnostics
- Technical support knowledge
Accomplishments
- Received Certificate of Achievement for contribution to Incident Management, IBM Be Essential
Award and Certificate of Appreciation. - Received 5 super talented achiever awards.
Certification
ITIL V3 Foundation Certified in IT Service Management
Education
Mahatma Gandhi Kashi Vidyapith
Bachelors in Commerce (B.com)
Karnataka State Council of Intermediate and Higher Education
XII Commerce
Sarvodaya Boys SSS-2
X (CBSE)
Hobbies and Interests
- Music
- Internet
- Technology
Languages
- English
- Hindi
- Punjabi
Personal Information
- Date of Birth: 04/13/83
- Gender: Male
- Marital Status: Married
Timeline
Technical Support Advisor
Concentrix Daksh Services india Private Limited
02.2018 - 10.2024
Incident Manager
IBM India Private Limited
01.2014 - 09.2017
Senior Operations Executive
IBM India Daksh Limited
10.2008 - 12.2013
Customer Care Officer
Convergys India Services Private Limited
09.2007 - 06.2008
Client Interaction Executive
Next Gen Publishing Limited
12.2005 - 09.2007
ITIL V3 Foundation Certified in IT Service Management
Mahatma Gandhi Kashi Vidyapith
Bachelors in Commerce (B.com)
Karnataka State Council of Intermediate and Higher Education
XII Commerce
Sarvodaya Boys SSS-2
X (CBSE)
Similar Profiles
Arihant JainArihant Jain
Advisor 1, Transaction Processing (Appeal Analyst) Representative, Operations at Concentrix Daksh Services India Private LimitedAdvisor 1, Transaction Processing (Appeal Analyst) Representative, Operations at Concentrix Daksh Services India Private Limited
Noufal KhaderNoufal Khader
Asst Manager at Concentrix Daksh Services India Private LimitedAsst Manager at Concentrix Daksh Services India Private Limited
ABDULLAH ABDULLAH null
Sales Executive at Concentrix Daksh Services India Private LimitedSales Executive at Concentrix Daksh Services India Private Limited