Summary
Overview
Work History
Education
Skills
Timeline
Generic

ROHIT ZARE

Pune

Summary

Resourceful Technical Support Engineer with expertise in quickly assessing and resolving diverse hardware and software problems. Demonstrates first-rate troubleshooting, diagnostic, and repair skills with strong attention to detail and a systematic approach.

Overview

6
6
years of professional experience

Work History

Senior Desktop Engineer

Exela Technologies
Pune
06.2023 - Current
  • Managed and resolved queries/issues from end users via telephone, email, and chats.
  • Conducted root cause analysis of reported issues to identify and implement corrective actions.
  • Provided Tier-3 support and subject matter expert (SME) input to both internal and external customers.
  • Assessed system hardware and software, recommending modifications to enhance speed and reduce lag time.
  • Demonstrated expertise in handling technical issues related to systems, Active Directory, AWS, VMware, Citrix, MS Office, ServiceNow, Freshservice ticketing tool, etc.
  • Successfully led a team of 14 people as an SME.
  • Implemented encryption, firewalls, and patch management to reinforce system security.
  • Proactively troubleshooted potential problems to prevent escalation and cascade of issues.
  • Utilized ticket tracking system to prioritize, document problem resolution, and update customers on issue status.
  • Installed patches and new software versions to prevent security vulnerabilities and safeguard data.
  • Provided technical support and guidance to users, effectively addressing their queries and concerns.
  • Communicated technical information in a clear manner to non-technical individuals, promoting better comprehension.
  • Proficient in remote support using tools such as LogMeIn Rescue, BeyondTrust, and TeamViewer to provide efficient solutions to users.

Sr. Technical Support Engineer

Mphasis Limited.
Pune
10.2022 - 06.2023
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
  • Configured hardware, devices, and software to set up workstations for employees.
  • Maintained inventory of installed desktop hardware and software components to ensure accurate and updated records.
  • Troubleshot potential problems and resolved issues proactively, preventing escalation.
  • Prioritized, tracked, and documented problem resolutions, ensuring timely notifications to customers about issue status.
  • Monitored systems in operation and promptly troubleshooted errors to minimize downtime.
  • Documented support interactions for future reference and continuous improvement.
  • Configured and installed computer systems for other sub-organizations, ensuring seamless integration and functionality.
  • Installed new or upgraded hardware and software, coordinating installation and follow-up to achieve high customer satisfaction.
  • Provided authorized users with technical support and advice to optimize equipment functionality and usage.

Technical Project Engineer

Wipro
Pune
02.2019 - 10.2022
  • Monitored the Chat IT service Desk tool, processed requests, and ensured adherence to IT procedures and processes.
  • Received, logged, and managed queries/issues from end users via telephone, email, and chat support. - Demonstrated hands-on knowledge and expertise in Active Directory, VMware, Citrix, MS Office, ServiceNow, Freshservice ticketing tool, managing SLAs, creating .pst backup files, networking adapter settings, and troubleshooting VPN issues.
  • Performed encryption, firewalls, and patch management to enhance and maintain system security.
  • Proactively troubleshooted potential problems to prevent escalation, leveraging the ticket tracking system to prioritize, track, and document problem resolution while providing regular issue status updates to customers.
  • Conducted software patching and installation of new versions to mitigate security vulnerabilities and safeguard data.
  • Responded promptly to user support requests, offering technical guidance and advice on equipment usage and functionality.
  • Effectively communicated technical information to non-technical individuals, ensuring clear understanding.
  • Leveraged strong remote support skills using LogMeIn Rescue and TeamViewer to provide effective solutions to users in a remote working environment.

Education

BBA - Bachelor's in Computer Applications

University of Pune
Pune
04-2021

Some College (No Degree) - Maharashtra State Board HSC

Marathwada Mitra Mandal's College Of Commerce
Pune
04-2013

Some College (No Degree) - Maharashtra State Board SSC

T.M.S. High School
Pune
03-2011

Skills

  • IT Support
  • Desktop Support
  • Remote Support
  • Application Support
  • System Administration
  • Helpdesk
  • IT Management
  • Networking
  • Technical Support
  • Administration And Troubleshooting
  • Active Directory
  • L3
  • Aws
  • Citrix
  • SLA Management
  • Troubleshooting and diagnostics
  • Mobile Device Management
  • Servicenow
  • Team Handling
  • Team Management
  • Service Desk
  • Incident Management
  • Asset Management
  • Advanced troubleshooting
  • End-user support

Timeline

Senior Desktop Engineer

Exela Technologies
06.2023 - Current

Sr. Technical Support Engineer

Mphasis Limited.
10.2022 - 06.2023

Technical Project Engineer

Wipro
02.2019 - 10.2022

BBA - Bachelor's in Computer Applications

University of Pune

Some College (No Degree) - Maharashtra State Board HSC

Marathwada Mitra Mandal's College Of Commerce

Some College (No Degree) - Maharashtra State Board SSC

T.M.S. High School

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ROHIT ZARE