Rohan Mahida
Birmingham,West Midland
Summary
IT professional specializing in desktop support, emphasizing customer satisfaction.
Overview
17
17
years of professional experience
Work history
EUC (Program Analyst)
Cognizant Worldwide Limited
Crick, Northamptonshire
01.2024 - Current
- High quality and availability IT support services within given location.
- Serving to 360+ branches support across the UK.
- Improve and develop an IT support services jointly with an IT community.
- Management of local site IT activities. EUC & Onsite support. Desktop management & User Administration, Local infrastructure service operations.
- Responding to user requests, managing incident queues, and fulfilling service requests for IT equipment.
- Providing excellent customer service, offering technical advice, and ensuring user satisfaction with the computing environment.
- Managing the lifecycle of hardware and software assets, including inventory management, licensing, and ensuring compliance.
- Performing troubleshooting for hardware and software issues, supporting applications, and managing basic network and mobility troubleshooting.
- Monitoring and managing tasks to meet service level agreements for responsiveness and resolution times.
- EUC Desktop Engineer/Support Officer: Provides hands-on and remote support for hardware and software issues. Responsibilities include:
- o Installing, onfiguring, and deploying PCs, laptops, and mobile devices.
- o Troubleshooting technical issues and resolving support tickets.
- o Managing IT assets like hardware, peripherals, and software licenses.
- o Supporting users with applications and providing general assistance.
- · Maintain weekly stock count and sending report to management while stock reached threshold per requirement.
Backstage Support Assistant
NEC
Birmingham
06.2022 - 12.2024
- Handled client queries to ensure high levels of customer satisfaction.
- Assisted colleagues with day-to-day tasks, promoting collaborative work environment.
Desktop Support Technician
T.M. Systems Pvt. Ltd, Ahmedabad, India
01.2019 - 04.2022
- Handle daily technical support activities on desktop support.
- Troubleshoot hardware and software issues to resolve bugs.
- Fix problems with network servers.
- Used ticket systems to answer queries and resolve desktop issues
- Assisted in creating technical manuals to provide step-by-step instructions to clients and internal support as well.
- Communicated with clients to verify roots and causes of computer problems.
- Connected to computer of client using remote link to install programs.
- Monitored performance and speed of desktop to establish strong infrastructure.
- Interact with staff on desktop problems and their resolution.
- Skill of network connectivity and troubleshooting. Maintain Microsoft licenses like VLSC licenses, OEM licenses for organization.
- Providing windows server and desktop environment support.
- Setup and maintain adobe creative cloud license environment and troubleshooting as administrative task.
- Manage Office 365 licenses and office products. Setup active directory and group policy environment on windows server operating system.
- Provided effective desktop support to over 100 staff members in a corporate setting.
- Ensured seamless data migration during system upgrades and replacements.
- Improved productivity with installation and upgrade of software systems.
- Created detailed reports on incident patterns for senior management review.
Computer Hardware Technician
T.M. Systems Pvt. Ltd
01.2015 - 10.2017
- Installing computers and other devices across company networks.
- Testing connections and operating systems on individual devices to ensure that computers function well independently and as part of a larger network.
- Uninstalling outdated programs on computers, and replacing them with fully-protected programs that offer similar or improved functionality.
- Updating computer software programs as updates become available.
- Researching potential hardware and software updates to advocate that any new programs be added to company devices once those updates are released.
- Troubleshooting devices to identify and solve any issues with hardware or software performance.
- Identifying and eliminating computer viruses or other threats and implementing measures to protect devices against any future data breaches.
- Communicating with clients and fellow PC technicians as well as any other IT support staff who might help in completing shared tasks.
BPO Executive
T.M. System Pvt. Ltd
11.2008 - 12.2014
- Managed financial and Mortgage loan records in company's own build software.
- Kept accurate company records, upholding compliance with regulations and company policies
- Ownership to complete all task and records given time frame.
- Given a training a new join employees.
Education
CompTia A+ 220-1101-1102, N+, CCNA, Cybersecurity - IT
IT Career Switch - London
London 03.2025 -
Microsoft Certified Professional (MCITP Windows Se - IT
Microsoft Certified Professional (MCITP Windows Server 2008R
AhmedabadComputer Hardware Technology - IT
Gujarat Vidhyapith
IndiaBachelor of Commerce: Commerce - Commerce
Gujarat University
India 04.2001 -
Skills
- MS Office Suite
- Mail handling
- Customer service understanding
- Technical Support
- IT technical
- Server Management
- Network Troubleshooting
Timeline
CompTia A+ 220-1101-1102, N+, CCNA, Cybersecurity - IT
IT Career Switch - London
03.2025 -
EUC (Program Analyst)
Cognizant Worldwide Limited
01.2024 - Current
Backstage Support Assistant
NEC
06.2022 - 12.2024
Desktop Support Technician
T.M. Systems Pvt. Ltd, Ahmedabad, India
01.2019 - 04.2022
Computer Hardware Technician
T.M. Systems Pvt. Ltd
01.2015 - 10.2017
BPO Executive
T.M. System Pvt. Ltd
11.2008 - 12.2014
Bachelor of Commerce: Commerce - Commerce
Gujarat University
04.2001 -
Microsoft Certified Professional (MCITP Windows Se - IT
Microsoft Certified Professional (MCITP Windows Server 2008R
Computer Hardware Technology - IT
Gujarat Vidhyapith
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