Rohit Maurya
ICT Technical Solutions Specialist
Dublin
Summary
A Customer-oriented professional with a passion for service in the Information technology industry. Skilled in a wide range of desktop applications, their uses, and how to maintain and repair them. Holding Master's degree in Information Systems with Computing with technical background leveraging Python, Advance Excel, SQL, Power BI skillsets to analyze and visualize data. Motivated to learn more about new technologies and further develop my career with new opportunities. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
5
5
years of professional experience
6
6
Certifications
Work History
ICT Technical Solutions Specialist
Datapac
09.2022 - Current
- Providing proactive support and resolving reactive tickets
- Providing an efficient and effective technical support service for Datapac Managed Print Services customers and imaging solutions customers
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Report to Business on emerging customer trends within the software solutions area
- Continuously update customers/Autotask tickets with regards to the status of their query or escalated technical or software issues
- Completing daily checks regarding device health and maintenance of devices at multiple client sites
- Resolving customer issues remotely and working on a range of end user technical issues
- Providing on-hand assistance at customer sites, completing consumables stock checks, and placing consumables stock order as required
- Working with Print Fleet Management and Manage Print Services software such as SafeCom, Jet Advice, Webjet, Print Management, Output console, etc
- Maximizing equipment up-time through timely response
- Performing effective and efficient repair with selective customer training to ensure high levels of customer satisfaction
- Work closely with the support administration team to ensure that deployment and support tasks are documented and understood at the appropriate level
- From time to time, providing support in wider Datapac teams to meet capacity demands (holidays, peaks and troughs in demand for certain call types) and a level of flexibility
- Performed diagnosis and troubleshooting of printer issues, maintenance and installation of new machines, configuration of firmware, and replacement of worn or broken parts
- Provided excellent customer service by resolving printer issues on time and building a friendly rapport with the customer.
- Listened and responded to customer requests and forwarded necessary information to superiors.
Data Processor (Grade IV)
HSE
08.2021 - 08.2022
- Handle, research, gather information, and manage data processing functions from multiple sources and presented results on a day-to-day basis in a professional and confidential manner
- Identify and convey delayed/missing COVID-19 test results
- Identify and address conflicting COVID-19 test results
- Help CMP Support and Investigation Team with CSI (full form) processes
- Prioritize, investigate, and report issues to a specialist when appropriate for further troubleshooting (Perform initial troubleshooting and e)
- Collaborating with different teams to process and integrate related data
- Plan and organize work effectively addressing priority issues and ensuring the operation runs efficiently and effectively (Repeat)
- Collaborate with cross functional teams to determine solutions to queries and confusion
- Address errors reported by the relevant Laboratories in Republic of Ireland
- Identify the root cause of errors identified
- Compile comprehensive reports and provide appropriate recommendations regarding results to the relevant stakeholders
- Escalates issues to Team Leads, Subject Matter Experts and/or others as required
- Work with the Quality and Training team as and when required to ensure the delivery of best practice quality assurance is followed
- Ensure deadlines are met and service levels are maintained
- Maximize use of technology in ensuring work is completed to a high standard Customer Service
- Promote and maintain a customer focused environment by ensuring service-users are treated with dignity and respect
- Ensure consistency and transparency of service and deliver a 'one experience' approach
- Monitor and drive individual performance against agreed key performance indicators
- Participate in innovation, support change and improvement initiatives within the service
- Maintain own knowledge of relevant HSE policies, procedures, guidelines, and practices to perform the role effectively and to ensure current work standards are met
- Maintain own knowledge of relevant regulations and legislation e.g., Health & Safety Legislation, Employment Legislation, FOI Acts, GDPR, etc
- Knowledge of the Health Information and Quality Authority (HIQA) Standards and other standards as they apply to the role.
IT Support Assistant
M M Medicines
01.2019 - 09.2019
- Handled CRM software used by the firm
- Managed the firm chain in technical perspective
- Keep inventory up to date and manage new items in inventory
- Install computer hardware and software on desktops to keep versions current
- Connected firm within LAN/WAN network
- Trained staff and new employees
- Responsible for the maintenance and repair of routers, switches, and backup systems integral to network functionality
- Provided the firm with Online CCTV access
- Deal with customer related issue
- Keep records updated and help in tax filing.
Education
Master of Science - Information Systems With Computing
Dublin Business School
Dublin, Ireland 1 2020 - 10 2021
Bachelor's in Technology - Computer Science & Engineering
IIMT College of Engineering
Greater Noida, India 8 2015 - 6 2019
Skills
- Technical Skills: Cloud Computing, Linux, Python, MySQL, ETL
Projects
Live Visualization for COVID-19 Outbreak and Prediction (Masters Thesis Project)
Developed a website aimed at presenting global COVID-19 statistics through various visualizations, enhancing user understanding of the current pandemic scenario.
Utilized diverse visualization techniques to offer insights into worldwide COVID-19 data.
Implemented predictive features to anticipate future scenarios, including projections for deaths and cases.
Integrated Data Analytics and Visualization System for Business Intelligence (Academic Project)
Implemented a diverse set of Data Analytics and Visualization techniques to design and execute a robust Data Warehouse, facilitating the development of Business Intelligence (BI) reports.
Employed SSIS (SQL Server Integration Services) for efficient ETL processes, extracting, transforming, and loading data from CSV files into the data warehouse.
Certification
Azure Fundamentals(AZ-900)
Timeline
ICT Technical Solutions Specialist
Datapac
09.2022 - Current
Data Processor (Grade IV)
HSE
08.2021 - 08.2022
IT Support Assistant
M M Medicines
01.2019 - 09.2019
Master of Science - Information Systems With Computing
Dublin Business School
1 2020 - 10 2021
Bachelor's in Technology - Computer Science & Engineering
IIMT College of Engineering
8 2015 - 6 2019
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