Rohit Singh Shekhawat

• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Reduced downtime for users with proactive monitoring and maintenance of Office 365 environment.
• Supported remote access solutions such as VPN or RDP services to facilitate secure connectivity for offsite users and business continuity strategies effectively.
• Monitored system performance to identify potential issues.
• Delivered insightful reports on service desk performance metrics to inform management decisions regarding staffing levels or additional training needs.
• Engaged in user support interactions via telephone, chat, and email platforms.
• Managed critical incidents, coordinating with various teams to ensure timely resolution and minimal business impact.
• Provided exceptional support to end-users, addressing their concerns with empathy and professionalism.
• Diagnosed and resolved user system functionality issues to enable completion of desired operations.
• Enter service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Enhanced customer satisfaction with prompt and accurate troubleshooting for hardware, software, and network problems.
• Performed software installations and OS upgrades to support layered software packages.
• Created and administered profiles and accounts, while also maintaining system documentation.

• I worked as a service desk executive, providing support regarding DNS, Google Workspace, Microsoft Office 365, and Plesk panel through ticketing, chat, call, and remote desktop.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Enter service tickets into the incident tracking system to facilitate faster problem identification and resolution.
• Provided exceptional support to end-users, addressing their concerns with empathy and professionalism.
• Proficient in utilizing productivity tools such as Microsoft Office suite and Google Workspace.
• Provided expert guidance for Windows Server platforms, minimizing disruption to business operations.

• I worked as a tech support executive, providing support regarding GST software technical issues through calls and remote desktop.
• Collaborated with team members to develop new strategies for handling complex technical problems.
• Conducted quality assurance testing on software releases, identifying bugs and recommending improvements before deployment.
• Analyzed and developed service goals for the inbound call center.
• Reduced call wait times by implementing effective time management techniques during high-volume periods.
• Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
• Increased customer satisfaction ratings to 90%.

• I had my internship here as a Python developer
• I learned about basic Python libraries here.

Percentage: 65

Percentage: 72

• Graduation with Distinction, [2020]