Rohit Deshmukh
Pune
Summary
Qualified Technology Specialist with many years of success leveraging technological knowledge to improve business processes. Gifted in troubleshooting, issue resolutions, and communication with users. Adept in working with clients to understand needs, determine best course of action and implement solutions.
Overview
8
8
years of professional experience
Work History
Technoilogy Specialist
Cognizant Technology Solutions
Pune
09.2022 - Current
- Represent the tower on Daily, Fortnightly, or Monthly Service Review Calls.
- Perform monthly patching activity with the Ivanti tool, software package creation, application inventory management, software lifecycle management with Desktop Central, and Lansweeper.
- Perform monthly patching activity for the golden/master images for the VDI server.
- Analyze and update the Golden Image with the latest versions of the applications and software required for BAU.
- Work with the relevant application teams to remediate vulnerabilities related to a specific application via thorough testing and confirmation.
- Represent the team on the CAB calls, and provide the details to the relevant stakeholders.
- Work closely with peers to remediate EUD, VDI vulnerabilities.
- Analyze the vulnerability report from the Panaseer and Tenable tools for remediation.
- Manage and provide CAPA for the SLA-breached tickets.
- New VDI creation with the help of the vSphere portal for VMware Horizon.
- Manage and troubleshoot Azure Virtual Devices (AVDs) for the daily BAU process and its issues.
- Work closely with the client's POCs on the huddles and challenges to overcome, and minimize them.
- Work with the internal senior leadership team to achieve the targeted KPIs.
- Work with internal support teams to minimize the hopping and wrong assignment of tickets.
- Perform a ticket audit, and provide feedback to the associates.
- Perform SLA breach analysis, and work with the associate to educate on CAPA.
- Work with client stakeholders on getting knowledge transfers for the new left-shift activity proposed.
- Manage and work efficiently with the client on providing more focus on escalated tickets to resolve them smoothly, with minimum impact.
- Work with vendors (e.g., Microsoft, Ivanti, Desktop Central) to perform the deep investigation of an ongoing major impacted issue.
- Key Applications & Tools: Ivanti, Desktop Central, Lansweeper, AD Manager+, vSphere VDI Client, Microsoft Office, BOMGAR, Company Portal, Outlook, Teams, Skype, etc.
- Provided technical support for software and hardware issues across various departments.
- Collaborated with teams to implement new technology solutions and enhance workflows.
- Conducted training sessions for staff on new systems and software applications.
- Resolved user inquiries through troubleshooting and effective communication strategies.
- Maintained documentation of technical procedures and system configurations.
- Assisted in evaluating new technologies for potential integration into existing systems.
- Coordinated with vendors to ensure timely delivery of technology resources and services.
- Developed user guides and manuals to facilitate understanding of technology tools.
- Maintained user accounts, passwords, data integrity and system security.
- Trained users on how to use various pieces of technology safely and efficiently.
- Created detailed documentation of processes and procedures related to technology support.
- Researched information security threats and vulnerabilities in order to develop countermeasures.
- Ensured compliance with established policies and procedures related to IT operations.
- Updated supervisors and users within support tickets by recording status.
- Monitored system performance and identified areas of improvement.
- Managed inventory of IT assets, such as laptops, desktops, and monitors.
- Responded quickly to inquiries from internal customers regarding their technical issues.
- Resolved customer inquiries in a timely manner while providing excellent customer service.
- Researched, documented, and escalated support cases to higher levels of support when unable to resolve issues using available resources.
Technical Business and Operations IT Analyst
Amdocs Development Center, India LLP
Pune
06.2022 - 09.2022
- Provide admin Level support to incidents escalated from different support queues.
- Daily Outlook troubleshooting, Profile creation, repair, re-installation.
- Work with NOC team and other Major teams to drive the MI's towards closure with minimal impact to business.
- Troubleshoot Laptop/Desktop environments running on MS windows OS.
- Active Directory support for frequent account lock and SSPR issues.
- MFA and VPN troubleshooting through MS Azure portal.
- Providing support for Microsoft Technologies MS outlook, Office 365, Teams, Skype etc.
- Deploy and manage mobile application and mobile application management policies (Intune) with Intune Console (www.endpoint.microsoft.com)
- Troubleshooting technical issues related to browser, outlook, Skype, MS Teams, internet, other software and hardware.
- Perform RCA for major incidents related to delivery tower.
- Properly escalate unresolved issues to appropriate internal teams and ensure all issues are properly logged into ticketing tool SIAM (Service Now) / SNOW.
- Perform Trend analysis, identify top few incidents and work with respective teams to minimize the breached incidents.
- Https://www.amdocs.com
- Key Application & Tools Microsoft Office, BOMGAR, Company Portal, Outlook, Teams, Skype etc.
System Administrator
Wipro Technologies
Pune
03.2022 - 06.2022
- Provide admin Level support to incidents escalated from different support queues.
- Providing support for Microsoft Technologies MS outlook, Office 365, OneNote, Teams, Skype etc.
- Deploy and manage mobile application and mobile application management policies (AirWatch & Intune) with Microsoft Endpoint Manager Admin Center.
- Troubleshooting technical issues related to browser, outlook, Skype, MS Teams, internet, other software and hardware.
- Perform RCA for major incidents related to delivery tower.
- Properly escalate unresolved issues to appropriate internal teams and ensure all issues are properly logged into ticketing tool SIAM (ServiceNow) / SNOW.
- Perform Trend analysis, identify top few incidents and work with respective teams to minimize the breached incidents.
- Https://www.wipro.com
- Key Application & Tools Microsoft Office, BOMGAR, CISCO AnyConnect, Global protect, MS Authenticator, Company Portal etc.
Senior Analyst
HCL Technologies
Nagpur
02.2020 - 02.2022
- Provide L1.5 Support to Daily end user incidents.
- Provide admin Level support to incidents escalated from different support queues.
- Providing support for Microsoft Technologies MS outlook, Office 365, OneNote, Teams, Skype etc.
- Deploy and manage mobile application and mobile application management policies (AirWatch & Intune) with Microsoft Endpoint Manager Admin Center.
- Troubleshooting technical issues related to browser, outlook, Skype, MS Teams, internet, other software and hardware.
- Perform RCA for major incidents related to delivery tower.
- Properly escalate unresolved issues to appropriate internal teams and ensure all issues are properly logged into ticketing tool SIAM (ServiceNow) / SNOW.
- MFA Token Deployment and access issues with VPN.
- Perform Trend analysis, identify top few incidents and work with respective teams to minimize the breached incidents.
- Provided support for Virtual Desktop Interface (VDI) using tool VMware Horizon Administrative center.
- Https://www.hcltech.com/
- Key Application & Tools Microsoft Office, BOMGAR, CISCO AnyConnect, Global protect, MS Authenticator, Company Portal, SAP GUI Logon Tool, VDI etc.
- Collaborated with cross-functional teams to enhance operational efficiency and process improvements.
IT Executive
Calling 24o7 Pvt Ltd
Pune
07.2018 - 02.2020
- Server Support (Front End).
- Responsible for Escalating major server related Development issues and configuration to the backend team and taking follow up within.
- Taking backups of databases of servers.
- Network Troubleshooting.
- Desktop Support.
- Configuration and troubleshooting of Windows and Linux Systems.
- Configuration of Anydesk (Remote Desktop Software), eyebeam and Zoiper (Softphones) on Linux System.
- Configuration of various computer peripherals and its drivers.
- Application of various user as well as group policies as per the requirement.
- Escalating issues with PRI, Lease Line, Broadband and Awaya phones to the Service provider.
- LAN troubleshooting.
- Https://calling24o7.com/
- Key Application & Tools Ubuntu, Eyebeam Softphone, GSM Gateway Management, Inbound and Outbound calling server front end support.
Education
Bachelor of Engineering Technology - Electronics and Telecommunication
HVPM's COET
Amravati01.2017
Diploma - Electronics& Telecommunication Engineering
Late Vasantdada Polytechnic
Nagpur01.2013
High School Diploma -
Jeevan Vikas Vidyalaya
Umred06-2010
Skills
- Vulnerability remediation
- Virtual desktop infrastructure
- Patch management
- Technical support
- Incident escalation
- Incident management
- User training
- Root-cause analysis
- Post incident reviews
- Technical troubleshooting
- Incident priority assessment
- Escalation management
- Cross-functional collaboration
- Process documentation
- Application inventory management
- IT compliance monitoring
- Technical support experience
- Logging support tickets
- CCNA
- MCSE
- AWS
- Linux (Basics)
Personal Information
- Date of birth: 09/12/94
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Hobbies and Interests
- Playing Cricket
- Travelling
Projects
Speed Monitoring and Rush Driving System, Degree Project, Project Lead, This project uses RFID technology to identify the vehicles running on the road with outside the allowed speed limit and allows the controlling authority to take the penultimate action against it., Bluetooth Module, RFID Card & Reader Module, ATMega 328, IR Sensors, other electronic components Microcontroller Based Library Shelf Access System, Diploma Project, Project Lead, This system provides solution to eliminate the manual system to pick the books from shelf allotted. Here the user has to only enter the book number already mentioned in the catalog available at library and by use of stepper motor rotation via rotating belt., Microcontroller 89C51, Stepper Motor, Keyboard, LCD Display, other electronic components
Languages
- Hindi
- Marathi
- English
Technical Workshops
- Microsoft Server 2012
- Internship in CTA under Automation in College
- PLC & SCADA workshop training under NSDC by Govt. of India
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Native
Native
Accomplishments
Inducted into HCL's Achievers' League for the years 2021 and 2022.
Disclaimer
I hereby declare that all the information mentioned above is true to the best of my knowledge and belief.
Timeline
Technoilogy Specialist
Cognizant Technology Solutions
09.2022 - Current
Technical Business and Operations IT Analyst
Amdocs Development Center, India LLP
06.2022 - 09.2022
System Administrator
Wipro Technologies
03.2022 - 06.2022
Senior Analyst
HCL Technologies
02.2020 - 02.2022
IT Executive
Calling 24o7 Pvt Ltd
07.2018 - 02.2020
Bachelor of Engineering Technology - Electronics and Telecommunication
HVPM's COET
Diploma - Electronics& Telecommunication Engineering
Late Vasantdada Polytechnic
High School Diploma -
Jeevan Vikas Vidyalaya