ROHIT KUMAR

Technical Support Engineer

GREY INDIA PVT LTD.

Noida

10.2021 - 04.2024

Provided support via remote desktop software, diagnosing customer issues over private and public networks.
Collaborated with teams to solve technical customer problems across product suites.
Replied to customer queries via email, messaging systems and support ticket platforms.
Collaborated with developers to resolve recurrent faults.
Asked customers targeted questions to diagnose problems and provided timely solutions.
Updated software versions with patches and new installations to close security loopholes and protect users.
Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
Oversaw troubleshooting of owned assets to shorten remediation times and avoid off-site service calls.
Instructed personnel on new systems and software via presentation and provision of training materials.
Created technical design solutions for end users, consultants and contractors.
Created user accounts in Active Directory while maintaining proper security protocols.
Resolved complex technical problems through root cause analysis techniques.
Implemented scripting solutions for automating routine tasks.
Installed and tested operating systems, applications, updates, patches, and service packs.
Provided remote assistance to end-users when needed.
Provided technical support to customers by troubleshooting and resolving hardware and software issues.
Configured, maintained, and monitored computer systems for optimal performance.