Rohit Sharma

Experience

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  Cube Software Private Limited (CSPL)

  Jan 2015 - Oct 2017

  Technical Support Engineer

  • Experienced in Technical Support offering extensive experience and thorough knowledge of different operating systems, hardware, desktop peripherals, and IT network. • Provided Support on windows based Dialer Application and handling top level Call Centre Solutions, Support on Voice Logger, Proficient in web/windows application Windows server, IVRS (Internal Voice Response System), • Worked on application (Quick Line Monitor, Quick Manger, Quick Log, Quick Server, Data Manager, VL maintenance, Quick Call Manager) Address the customer software related question and requirements. • Act as a middle-ware between the clients and developers and take care the development activity so that we can meet the customer deadline. • Provide training to customer • Resolve installation/Support issue on product sold by CSPL via Email/remote login/onsite throughout India if required on 24*7 basis. • Provide demos and training to clients and see it through successfully. Take necessary guidance from support dept. and Extend helping hand to Sates staff. Show less

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  Teckinfo Solutions Pvt Ltd

  Oct 2017 - Jan 2019

  Software Support Engineer

  • Address the customer software-related queries and requirements. • Provide Support on Linux-based Dialer and Windows-based Dialer software,• handling top-level Call Center Solutions, Support on Voice Logger software, Proficient in web/windows software, Windows server, IVRS (Internal Voice Response System), All CTI-based (Telephonic Product and Software) product • Walked clients and internal staff through troubleshooting steps to resolve common software issues. • Partnered with team members to minimize project delays. • Working on CTI application (CTI server, Lead server, A- dialer) Soft PBX asterisk with My SQL. • Handled V Connect for Just Dial • Prepared test plans and test cases based on requirements for Software. • Worked closely with clients to establish problem specifications and system designs. • Adjusted software parameters to boost performance. • Gathered and defined customer requirements to develop clear specifications for creating well-organized project plans. Show less

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  IFFCO Kisan Sanchar Limited

  Jan 2019 - Aug 2022

  Jr Manager IT

  * Created full-fledged implementation plans, accounting to customer requirement.● Closely collaborated with project members to identify and quickly address problems.● Maintained timelines to keep task complete and achieve schedule targets.● Gathered requirements, defined scopes, allocated resources and establishedschedules meeting or exceeding project demands.● Providing excellent customer service to callers requiring assistance for Call CenterSolutions issues.● IT Assets Procurement & Cost Analysis of Technical items.● Made DR Plan for backup● Telephonic and Remote support to Call Center branch● All project Server Maintenance, networking devices (CISCO Switch, Shopose Firewall,and router), GSM gateway, PRI gateway.● Coordinate to all telecom service providers for resolution the issue.● Worked as a mediator between client and vendor to complete their requirement andchanges.● Troubleshoot, monitor, and update the internal ticketing system.● Providing end-to-end support and troubleshooting of Windows 10 & Mac OperatingSystem installations, upgrade, and support. The position provides exposure to a broad range of IT-related projects and activities.● Troubleshoot basic network connectivity issues and basic application issues.● Active Directory domain.● Support both Windows OS & Mac OS physical desktop and virtual Citrix connections.● Disseminate technical knowledge via ticketing system, conference calls and writtendocumentation within ticketing system.● Solved the troubleshooting technical problems, training users, and updating systemspatches with security applications of mange engine.● Provide Dialer Support, Dialer Intigration & implementatation( CRM, IVR, Dailer application), Server Mainatance, Desktop Support● Talk clients through a series of actions, via phone, email or chat, until they havesolved a technical issue.● Hands-on experience with Windows/Linux/Mac OS environments.● Configured the MS office and mail outlook. Show less

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  AVS Solutions

  Aug 2022 - Nov 2023

  Assistant Manager Technical

  Experienced IT with top-notch implementation and projectmanagement abilities. Highly organized, and skilled at building consensus across high-performance teams. Well-versed in CCS planning and deployment. Successful at motivating teams to meet demanding timelines. Excellent reputation for resolving problems, and improving customer satisfaction.1. Installation & commissioning of CRM, Call Centre solution (Dialer), and PBX products. 2. Provide support & training to customers on Dialer products. 3. Managing projects & clients. 4. Closely collaborated with project members to identify and quickly address problems.5. Gathered requirements, defined scopes, allocated resources, and established schedules meeting or exceeding project demands.6. Worked as a mediator between clients and meeting points to complete their Dialer-related requirements and changes. 7. Looking after the technical team. 8. Monitoring and managing the Dialer software for smooth functioning. 9. Working on CTI application. Show less

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  AVAAL Technology Solutions

  Apr 2023 - Mar 2024

  Software Support Team Lead

  1. Oversee the day-to-day operations of the Technical Support Team2. Act as a senior agent who will drive customer satisfaction through customer support.3. Be the point of contact when it comes to technical escalations.4. Responsible for supporting process improvements to continuously improve the stability and performance of the platform.5. Provide support where needed for both internal and external customers.6. communicate escalated issues to Tier 3 and product managers as needed.7. Manage and report on all incoming technical support inquiries.8. Monitor team performance and report on metrics.9. Ensure that all customer inquiries and issues are solved correctly promptly and professionally.10. Work to create any relevant support material for the team.11. Act as a middleware between the clients and developers and take care of the development activity so that we can meet the customer deadline. 12. Gather customer requirements share the complete requirements with the development team and implement it on production.13. Gather, analyze, and document business and functional requirements as required for changes, enhancements, and implementations.14. Ensure customer requirements are met with consistently high quality of service.15. Engage appropriate internal resources to resolve technical issues and update our customers on progress toward resolution.16. Ensure that each support issue and resolution is adequately documented. Show less