Listening to Hip Hop music, Playing Badminton and Cricket, Cooking and Singing
ROHIT JOSHI
Customer Support Engineer
Bangalore,KA
Summary
To be an astute learner and the best performer in your organization. So that I can build an innovative career in your esteemed organization by using my skills and other significant talents
Overview
3
3
years of professional experience
4
4
Certifications
3
3
Languages
Work History
Customer Support Engineer
Kaseya Softwares Pvt limited
Bangalore, Karnataka
11.2019 - Current
- I currently work on 2 Applications- Virtual System Administrator(VSA) and Business Management Solutions(BMS).
- Understood the functionalities of the applications with the help of Self learning materials and my Mentor.
- Troubleshooting applications hosted on both Saas and On-premise environment.
- Working on modules like Back-Up(Acronis),Patch Management and Software Management.
- Use remote diagnostic tools to identify sources of certain customer issues.
- Try to reproduce the issues on our internal test server to analyze if it’s a product bug or an environmental issue.
- Work with the vendors like Acronis,Kaspersky,Bitdefender to address the customer issues.
- Work with the internal teams to check for any changes/information.( NOC team, Sales team, Product Design team, Level 2 teams).
- Work on Severity 1 issues on weekends(rotational)
- Deliver exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
Customer Support Engineer
Kaseya Softwares Pvt limited
Bangalore, Karnataka
12.2018 - 11.2019
- I currently work on 2 Applications- Virtual System Administrator(VSA) and Business Management Solutions(BMS).
- Understood the functionalities of the applications with the help of Self learning materials and my Mentor.
- Troubleshooting applications hosted on both Saas and On-premise environment.
- Working on modules like Back-Up(Acronis),Patch Management and Software Management.
- Use remote diagnostic tools to identify sources of certain customer issues.
- Try to reproduce the issues on our internal test server to analyze if it's a product bug or an environmental issue.
- Work with the vendors like Acronis,Kaspersky,Bitdefender to address the customer issues.
- Work with the internal teams to check for any changes/information.( NOC team, Sales team, Product Design team, Level 2 teams).
- Work on Severity 1 issues on weekends(rotational)
- Deliver exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
Technical Support Representative (supervisor)
Dxc Technology
Bangalore, Karnataka
11.2017 - 12.2018
- Was a member of the Knowledge Transfer team for the new account coming in.
- Performed ad hoc deep-dive analyses of tickets to understand patterns.
- Used coordination and planning skills to achieve results according to schedule.
- Provided floor support. Generated reports such as agent dashboard, ticket dispatch report. Closed Feedbacks with the agents and conducted Huddles.
- Working on the Escalations made by the users. Take measures to make sure we meet the SLA's and KPI target. Constantly communicate with the onsite and Tier 2 teams for any process updates.
- Update the knowledge articles based on the feedbacks,suggestions and update given by other workgroups and our own team members
- Provided training on a few concepts,tested new applications and softwars by being a member of the migration process.
Education
B.E - Information Science
07.2013 - 06.2017
· B.E. (Information Science) Visvesvaraya Technological University, Belgavi
Institute : Cambridge Institute of Technology, Bangalore
Percentage :58
Year of Passing : 2017
Pre-University College
04.2011 - 06.2013
P.U.C.: Department of Pre-university Education
Institute : Shree guru independent pu college of science, Gulbarga
Percentage : 64.16%
Year of Passing : 2013
SSLC
06.2002 - 05.2011
S.S.L.C.: Karnataka State Secondary Education Board
Institute : Mother Teresa English medium school, Gulbarga
Percentage : 76.64%
Year of Passing : 2011
Skills
Customer Handling
Assistance to users via calls, chats and emailsRoot Cause Analysis
Basics of Networking and Server concepts
Understanding of the SaaS and On-premise based environments
Knowledge of Sql Management studio
Hands on experience on troubleshooting SaaS and On-Prem hosted applications
Good interpersonal skills
Certification
Worked as Coordinator for Chiguru 2016 at Cambridge Institute of Technology.
Additional Information
- Can work on Data Sets to find any patterns.
- Worked Closely with the Team Lead's and Managers to improve the overall process. Worked with the other support team such as Quality monitoring team, Softskills team and the Training team to provide and take the inputs on the observations made. Closed Feedbacks with the Analysts.
- Have a very good understanding of the SLA's and KPI's.
- I have been a mentor for around 5 new joiners.
Accomplishments
- Supervised team of 10 staff members.
- Carried out multiple roles in very small time span.
- Got appreciation for all the good work.
- Collaborated with other teams in the development of the process.
Interests
Timeline
Customer Support Engineer - Kaseya Softwares Pvt limited
11.2019 - Current
Customer Support Engineer - Kaseya Softwares Pvt limited
12.2018 - 11.2019
Technical Support Representative (supervisor) - Dxc Technology
11.2017 - 12.2018
Visvesvaraya Technological University, Cambridge Institute Of Technology - B.E, Information Science
07.2013 - 06.2017
Shree Guru Independent Pu College Of Science. - , Pre-University College
04.2011 - 06.2013
Mother Teresa English Medium School - , SSLC
06.2002 - 05.2011