Vishrut Vinay Raole
Vadodara
Summary
Offering strong analytical skills and keen eye for detail, ready to learn and grow in dynamic environment. Brings foundational knowledge of risk assessment and compliance, along with proficiency in data analysis and process optimization.
Developed critical problem-solving and analytical skills in structured, high-stakes environment. Strong background in managing compliance and quality assurance, with focus on improving processes and achieving operational excellence. Seeking to leverage these transferable skills in Operations and Data Analytics roles.
Overview
3
3
years of professional experience
Work History
Service Assurance Manager
Hex Wireless Pvt Ltd
06.2024 - 03.2025
- Regularly updated and maintain knowledge base articles to empower users with self-help resources
- Worked closely with development and engineering teams to escalate and prioritize bug fixes and feature requests
- Developed and maintained documentation for escalation procedures, ensuring a standardized and efficient escalation process
- Handled all client escalation, application upgrades and ensuring regulatory compliance for the product
L2 Support
Hex Wireless Pvt Ltd
01.2023 - 05.2024
- Acted as the second level of escalation for complex technical issues, providing advanced troubleshooting and resolution
- Collaborated closely with L1 support teams to ensure seamless information transfer and efficient problem resolution
- Conducted in-depth analysis of system logs, errors, and performance metrics to identify root causes and implement permanent fixes with the help of development and cloud teams
Technical Support Executive
Hex Wireless Pvt Ltd
01.2022 - 01.2023
- Serve as the primary point of contact for clients requiring technical assistance with A2P messaging solutions and IVR and Miss-Call Services
- Diagnose and troubleshoot technical issues related to messaging platforms, ensuring timely and effective problem resolution
- Diagnosed and resolved technical issues for customers via phone, email, and chat support.
- Collaborated with engineering teams to identify product improvements based on customer feedback.
Education
MBA - Operations Management
Institute of Management, Nirma University
Ahmedad India06-2027
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Babaria Institute of Technology
Vadodara05-2023
XII - CBSE
Gujarat Public School
Vadodara03-2018
X - CBSE
Bright Day School
Vadodara03-2016
Skills
- Customer service
- Service delivery enhancement
- SLA Management
- Quality Assurance
- Compliance management
- Client onboarding
- Technical troubleshooting
- Incident management
- Root-cause analysis
- Escalation management
- Knowledge base management
POSITION OF RESPONSIBILITY
- Student Co-ordinator, Admissions Committee: Responsible for coordinating the admission queries of the upcoming batch with the management. Responsible for facilitating the admissions process and smooth onboarding of the new batch on the campus
- President, IETE Student’s Forum: Lead the Student’s forum at BITS, Vadodara during academic year 2021-2022 to conduct and host various events and workshops for the batch
- Core Committee Volunteer, SGNIH Hackathon: Supervised the Registration team of 25 volunteers for the Smart Gujarat National India Hackathon as the core committee member,
Timeline
Service Assurance Manager
Hex Wireless Pvt Ltd
06.2024 - 03.2025
L2 Support
Hex Wireless Pvt Ltd
01.2023 - 05.2024
Technical Support Executive
Hex Wireless Pvt Ltd
01.2022 - 01.2023
MBA - Operations Management
Institute of Management, Nirma University
Bachelor of Engineering - Electrical, Electronics And Communications Engineering
Babaria Institute of Technology
XII - CBSE
Gujarat Public School
X - CBSE
Bright Day School