Vikash Dimri
Customer Service Technician III
Ghaziabad
Summary
Dynamic Customer Service Technician III at Rackspace Technology with a proven track record in enhancing application reliability and user satisfaction. Expert in incident management and proactive troubleshooting, leveraging strong communication and teamwork skills to drive operational excellence. Committed to delivering exceptional support in high-pressure environments while ensuring seamless service delivery.
Overview
9
9
years of professional experience
Work History
Customer Service Technician III
Rackspace Technology
2020.07 - Current
- Provided end‑to‑end application support and operational monitoring for business‑critical applications in a 24x7 production environment, ensuring high availability and reliability.
- Managed incident, problem, and service request tickets using ITSM tools, adhering to defined SLA, SLO, and escalation procedures to ensure timely resolution.
- Performed application monitoring, health checks, and root cause analysis (RCA) to proactively identify and resolve performance issues and prevent recurring incidents.
- Supported application deployments, configuration changes, and release activities, working closely with development, infrastructure, and DevOps teams.
- Conducted log analysis and troubleshooting across application, server, and database layers to diagnose functional and performance issues.
- Ensured operational excellence by following standard operating procedures (SOPs), change management processes, and security policies.
- Acted as a point of escalation for complex technical issues and collaborated with cross‑functional teams to drive permanent fixes.
- Created and maintained technical documentation, runbooks, and knowledge base articles to improve team efficiency and knowledge sharing.
- Participated in on‑call rotations and shift‑based operations, supporting continuous service delivery in a global support model.
- Delivered a customer‑focused support experience, maintaining clear communication with stakeholders and providing regular status updates during incidents.
IT Support Engineer
Overseas Outsource Solution Pvt.ltd
2020.02 - 2020.06
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
Desktop Support Engineer
Net Connect Pvt.ltd (IBM AMWAY HO)
2017.09 - 2018.12
- Used to handle 3600 users of AMWAY PAN India. Providing Support on Remote and on Call if needed.
- Used to provide Support to VIP User. Handling low SLA Tickets and providing quick resolution of issue occurs.
- Worked on Domain of AMWAY INDIA under the Project of IBM.
- Used to Monitor Amway DATA Centers Services of Amway and Network.
- Worked on latest tools Like Service Now as a ticketing tool and for incident Management.
- Worked on SCCM, like creating and deleting hostname and Pushing latest Updates and Software center.
- Worked on Different VPN like Pulse Secure, Checkpoint, Global Protect.
- Managed Users and Active Directory.
- Re-Imaging Windows though SCCM and through Action Centre.
- Worked on OFFICE 365. Outlook management and configuration.
- Monitor Servers of India as well as Europe. Monitoring Alerts through Nimbus Monitoring tool and Handling Alerts of Server and Network.
Education
12th From Uttarakhand Board With 67% in 2013.
Uttarakhand 10th Passed From Uttarakhand Board With 73.6% in 2011
Uttarakhand Information Technology
Politechnic Diploma in Information Technology
Uttarakhand 2001.04 -
Skills
Teamwork and collaboration
Computer skills
Customer service
Network systems
Customer service excellence
Microsoft office
MS office
Multitasking
Calm and professional under pressure
Excellent communication
Calm under pressure
Customer relations
Timeline
Customer Service Technician III
Rackspace Technology
2020.07 - Current
IT Support Engineer
Overseas Outsource Solution Pvt.ltd
2020.02 - 2020.06
Desktop Support Engineer
Net Connect Pvt.ltd (IBM AMWAY HO)
2017.09 - 2018.12
Information Technology
Politechnic Diploma in Information Technology
2001.04 -
12th From Uttarakhand Board With 67% in 2013.
10th Passed From Uttarakhand Board With 73.6% in 2011