Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic
Rohit Prakash

Rohit Prakash

Technical Support Engineer
Delhi

Summary

IT professional with 7 years of technical support experience, excelling in server management, software installation, and end-user support for Microsoft Collaboration and Communication products. Adept at analyzing, installing, and maintaining diverse IT environments, including proficiency in Office 365, MS Teams, MS Office, AWS, firewalls, and antivirus systems. Committed to delivering exceptional customer service and ensuring high customer satisfaction. I am seeking a challenging role in a dynamic organization where my technical skills, problem-solving abilities, and dedication to continuous improvement can contribute to achieving organizational objectives. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.

Overview

8
8
years of professional experience
4
4
Certifications

Work History

Technical Support Engineer

Qlik
8 2022 - Current
  • Expert in troubleshooting customer-submitted problems by fostering collaborative relationships, keeping customers regularly updated on ticket status, and investigating their current situation and desired end state to understand needs and problems
  • Proven ability to reproduce customer problems in the lab, translate technical issues for the R&D Support team, and exhaust all efforts before escalating a case
  • Adept at maintaining a shared knowledge base through technical solution articles, documenting lessons learned, and participating in weekly meetings
  • Diligent in keeping case summaries for escalations and continuity, while ensuring coherent working procedures for a professional attitude and operational efficiency
  • Skills include strong communication, integration, and data analysis, with proficiency in Qlik products such as Qlik Sense, Qlik NPrinting, and QlikView
  • Known for handling and answering questions on various complex problems, troubleshooting, and resolving customer and partners' technical issues through thorough research and diligent efforts
  • I am eager to leverage my technical expertise and contribute to Qlik's success by providing first-class, timely support and actively contributing to the creation and maintenance of technical articles and the QLIK knowledge base.
  • Developed and implemented preventive maintenance procedures

System Analyst

Legato Health Technologies
10.2020 - 08.2022
  • Specialized in end-user support for Microsoft Collaboration and Communication products, I functioned as the primary L3 contact, efficiently triaging tickets and routing them to the appropriate team members for remediation
  • Demonstrated expertise in managing ServiceDesk KBs, ensuring up-to-date information on known issues and common support questions
  • Played a key role in incident management related to Associate Collaboration technologies and excelled in planning and implementing change requests and system modifications
  • Proven ability in providing Level 3 & 4 support for Office 365 Issues, Outlook client Issues, and Skype for Business
  • Additionally, I am responsible for system and application administration for Symantec eVault, maintaining the application, and staying abreast of the latest Symantec product releases and Cumulative Updates
  • Managed On-Prem Exchange Server, Skype Server systems, and the Dell Archiver system, ensuring seamless operation and support
  • Throughout my tenure, I consistently maintained a high level of customer satisfaction through quality customer service skills and effective communication.

System Engineer

Unthinkable Pvt Ltd.
08.2019 - 09.2020
  • Hardware installation and troubleshooting, and proficiency in installing Windows, Mac, and Ubuntu operating systems
  • Skilled in assets management using open source software, resolving technical issues for desktops, laptops, printers, and Mac systems
  • Demonstrated ability to deploy new systems and printers, reinstall OS with data backup, applications, and drivers, while configuring network properties and hardware
  • Responsible for daily audit of meeting and conference rooms, CCTV management, and validation of IT requests from end-users
  • Successfully handled new joining formalities, hardware purchasing, and provided application support to users
  • Adept in server management, providing servers to users based on project requirements, and serving as G-Suite Admin
  • Experienced in remote support to resolve user issues, mobile device management, and daily resolution of user concerns
  • Proven track record of efficiently managing and supporting IT infrastructure, ensuring seamless operations and user satisfaction.

Network Engineer

GSPANN Software Pvt Ltd.
09.2016 - 08.2019
  • Managing IT infrastructure, O365 administration, and license subscription across different exchange plans
  • Experienced in Exchange mailbox management, distribution group, and Alias administration in O365
  • Demonstrated ability in the installation and configuration of Windows Server 2016, including user creation, privilege management, group policy implementation, and DHCP setup
  • Adept at handling and troubleshooting Sophos and McAfee antivirus systems through admin portals to ensure secure IT environments
  • Skilled in daily server event viewer monitoring, remote site management, and configuration of network devices like wireless routers, DSL modems, and wireless access points
  • Successfully managed Active Directory servers for user creation, privilege management, and group policy implementation
  • Proficient in configuring, managing, and troubleshooting both Windows Servers and network devices such as switches and wireless APs
  • Proven experience in IT helpdesk management through OS ticket portals, solving day-to-day technical problems, and managing file server access
  • Expertise in IT asset inventory management, monitoring lease lines, and collaboration with ISPs (Tata, Airtel, Spectra net)
  • Accomplished in MS Outlook configuration, handling VPN issues on user's machines, and planning, installing, implementing, supporting, and administering packages on client systems
  • Collaborative team player known for fostering improved customer relations and providing effective technical support.
  • Integrated fixed wireless connectivity into facilities requiring high-speed networks

Education

Bachelor of Engineering in Electronic And Communication -

Skills

    Troubleshooting

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Certification

AWS Solutions Architect Associate certified (Reg no- 353529153)

Additional Information

Thank you for taking the time to review my resume. I truly believe that my past experience and education would make me a valuable asset for your organization. I'm particularly excited about the opportunity to learn more and how I can contribute to that effort.RegardsRohit Prakash

Timeline

System Analyst

Legato Health Technologies
10.2020 - 08.2022

System Engineer

Unthinkable Pvt Ltd.
08.2019 - 09.2020

Network Engineer

GSPANN Software Pvt Ltd.
09.2016 - 08.2019

Technical Support Engineer

Qlik
8 2022 - Current

Bachelor of Engineering in Electronic And Communication -

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