Rakesh Patil
Pune
Summary
OT service engineer with a strong record of reducing network downtime by 20% through proactive monitoring and preventive maintenance. Expertise in network troubleshooting, cybersecurity, and IT management software, backed by formal training and certifications. Proven ability to provide technical support, manage escalated customer issues, and mentor teams to improve service delivery. Career includes roles as support executive and senior advisor, with skills in business continuity, disaster recovery planning, and remote monitoring solutions.
Overview
7
7
years of professional experience
Work History
OT service engineer
Quadplus Pvt Ltd
03.2024 - 05.2025
- Reduced network downtime by 20% through the implementation of proactive monitoring and preventive maintenance.
- Collaborated with vendors to resolve complex network issues and ensure optimal performance of the network infrastructure.
- Monitored network performance using industry-standard tools such as Datto RMM, RocketCyber, and Autotask PSA to identify and resolve issues proactively.
- Provided on-call support to resolve critical network issues after hours and on weekends.
- Developed and implemented a disaster recovery plan for the network infrastructure to ensure business continuity in the event of a major outage.
- Received formal training and certifications in network monitoring and troubleshooting.
Support Executive
Knoxed Pvt. Ltd
12.2022 - 03.2024
- Provided technical support and troubleshooting for software and product-related issues.
- Handled escalated customer concerns and resolved them promptly and effectively.
- Trained and mentored new customer support representatives on product knowledge and best practices.
- Resolved 100+ customer inquiries daily through multiple channels (email, phone, live chat).
Sr. Advisor
Rebel Food
10.2021 - 12.2022
- Evaluated customer feedback to identify areas for improvement and implemented strategies to address concerns.
- Utilized CRM systems to track customer interactions, identify trends, and improve service delivery.
- Maintained a high level of professionalism and empathy while handling escalated customer complaints and resolving complex issues.
Advisor
Concentrix Pvt Ltd
09.2018 - 05.2019
- Answered 250+ phone calls per day, providing exceptional customer service and resolving queries efficiently.
- Processed over 100 transactions daily, ensuring accuracy and meeting customer satisfaction standards.
Education
Engineer's Degree - Electrical Engineering
Sapkal Engineering College
Maharashtra01.2018
Diploma - Electronics & Communication
Shantidevi Institute Of Tech. Education
Maharashtra01.2014
10th - Secondary School Education
TMS public school
Maharashtra01.2011
Skills
- Business continuity and disaster recovery
- IT management software
- Cybersecurity expertise
- Remote monitoring solutions
- Network troubleshooting and monitoring
- Technical support services
- Team training and development
- Ignition certification by Inductive Automation
- HIPAA security and privacy compliance training
- Cybersecurity training by Breach Secure Now
Language
English
Marathi
Hindi
Websites, Portfolios and Profiles
linkedin.com/in/rakesh-patil-88b441128?trk=contact-info
Timeline
OT service engineer
Quadplus Pvt Ltd
03.2024 - 05.2025
Support Executive
Knoxed Pvt. Ltd
12.2022 - 03.2024
Sr. Advisor
Rebel Food
10.2021 - 12.2022
Advisor
Concentrix Pvt Ltd
09.2018 - 05.2019
Engineer's Degree - Electrical Engineering
Sapkal Engineering College
Diploma - Electronics & Communication
Shantidevi Institute Of Tech. Education
10th - Secondary School Education
TMS public school