Rubi Patel
Bengaluru
Summary
To obtain a position that will allow me to utilize my technical skill, approaching skill and experience and willingness to learn in making an organization successful.
Overview
6
6
years of professional experience
Work History
Senior Executive
Grassroots Solution and Service PVT Ltd.
01.2025 - Current
- Conducting North-East zone for white label Bank
- Communicating Customer and Vendor Prepare daily tracker and review with Customers
Helpdesk Representative
NCR ATLEOS
06.2021 - 11.2023
- Monitoring of ATM sites Handling inbound and outbound that include calls for maintenance, ATM updates /custodians/Vendors other calls from FLM/SLM Co-ordination with different departments CIT, OEM and Bank, Handling the escalation from Bank, ATMC /sources and maintain a relationship with all the Providing online technical support field engineers and Electrician FLM and SLM Follow & Alert handling/Escalation handling Incident Management & Logging Complaints Ensuring minimum ATM downtime with ATM Hardware / / Power
- Communicating Customer and Vendor through CISCO/ Helpdesk toll free for better and fast resolution with positive note
- In Dispatching – 1st response of Dispatches on Loss Comms - within 60 mins and Hardware - within 20 mins also for No transaction mapping next hopper file and dispatch, accordingly, avoid multiple dispatches in same day, for cost concern take help of macros identify the Chronic error tickets and log call with coordination of FLM and Engineer
- In FLM- Escalate to respective SPOC, Team Leader, Asst Manager, Manager & SDM on call which cross TAT of hour in attending site
- In Bank Manage- Report to bank on long pending down case, reaching every respective Bank Manager, ATMC/ SATC and RATC of location (state / city)
- In SLM Co-ordinating with CIT and OEM for any delay / faulty spare ETA also getting touch with bank for spare quotation approvals
- Co-ordination with Bank on identification of site issue with proper FLT with CIT like LAN, ELECTRICAL, UPS, AC, BRANCH LINK DOWN, etc
- For deliver service of agreed SLA with customer- focus on improvement of UPTIME achievement and maintaining it every month for the betterment of the company success
Helpdesk Executive
CMS Info. Systems Pvt. Ltd.
Chennai
01.2019 - 06.2021
- Dispatching calls to the respective vendors for site visit as per TAT
- Handling escalations of bank as and when needed for concerned support
- Learned the ability of how to work and what are the workflow of follow-up protocol
- Learned the process of escalation matrix as per their ageing hours
- Learned how to co-ordinate with Bank for closure remarks or any other queries
Education
H.S.C -
KedarNath High School
Ambabhona, OdishaC.H.S.E -
G.M Junior College
Sambalpur, OdishaB. Com -
William Carey University
Skills
- Incident management
- Problem resolution
- Team leadership
- SLA adherence
- Communication skills
- Executive-level support
- Customer relationship management
Languages
- English
- Hindi
- Oriya
Personal Information
- Date of Birth: 07/14/98
- Nationality: Indian
Timeline
Senior Executive
Grassroots Solution and Service PVT Ltd.
01.2025 - Current
Helpdesk Representative
NCR ATLEOS
06.2021 - 11.2023
Helpdesk Executive
CMS Info. Systems Pvt. Ltd.
01.2019 - 06.2021
H.S.C -
KedarNath High School
C.H.S.E -
G.M Junior College
B. Com -
William Carey University
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