Summary
Overview
Work History
Education
Skills
Websites
Additional Information
Certification
Timeline
Rohan Brijlall

Rohan Brijlall

South Richmond Hill,NY

Summary

Offering a strong academic background in IT, (12+ years) . Extensive experience and knowledge base providing Application Support, Tier 1,2,&3, IT Support Manager (5+) Proficiency in IT Data Analytics, KPI’s building custom dashboards for Executive Reporting. (6+ years) Conducting Corporate Training and project management. Innovative and goal-oriented Management professional committed to Area of expertise. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Dedicated Industry professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Results-oriented Support Manager offering Number years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management.

Overview

14
14
years of professional experience
1
1
Certificate

Work History

Manager of IT Support

Personal Touch Homecare Inc.
07.2016 - 11.2022
  • Supervise the implementation of corporate training programs
  • Update Policies and Procedures based on compliance demands
  • Supervise the project teams/Corporate Trainer(s) throughout the implementation
  • Conduct or QA all trainings for all Personal Touch Corporate and remote office employees
  • Assist the Director of Training & Support in coordinating education, training and support of all users
  • Identify enhancement opportunities to existing training program and software
  • Supervise and develop training materials consistent with policies and procedures
  • Supervise customer service to assure we are in compliance with policies, objectives and initiatives
  • Supervise/assist with the transition from manual to computerized functions and from one computer system to another
  • Responsible for database administration and testing/validation of new processes, systems and applications under the direction of the VP of IT services and support
  • Supervises and trains IT Support Analysts on all level 1 activity, asset management, and imaging processes
  • Monitors/Supervises all telephone/email support related to Software Applications, and requests for
  • Hardware support and assur es timely and accurate responses/outcomes
  • Ensures all Support Requests are properly logged by the Service Desk Staff
  • Suggests and provides solutions for IT related problems
  • Understands help desk support processes for all locations (hardware, software, and departmental) and ensures service desk staff is trained on these processes
  • Ensures phones are answered in a professional and courteous manner
  • Review logs of all calls to and from the remote locations to identify common issues for callers and support
  • Monitors and maintains MIS inventory
  • Manages IT purchasing processes and assists with IT and telecom invoice management
  • Assists with Ricoh Copier Management ; (80) + contracts
  • Assists with office Openings, Closures, Relocations including contacting vendors to add, move or terminate IT and telecom services
  • Manages IT service desk projects
  • Communicate and work with all external Technology Vendors
  • Handles all IT Contract renewals
  • Provides reports to CIO and VP of IT of Service Desk Productivity, Common Issues and Major Incidents
  • Assist the VP of Training and Support in analysis of reports necessary for day-to-day operation of corporate and remote offices
  • Staff schedule management
  • Performs written performance evaluations of subordinates in a timely manner
  • Analyzed customer service data to identify trends, identify solutions and improve customer experience.
  • Collaborated with other teams to identify and resolve customer issues quickly and professionally.
  • Developed and maintained relationships with customers to enhance customer satisfaction.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Monitored customer service metrics and provided feedback to team members, upholding quality standards.
  • Monitored employee and customer interactions to assess quality of service.
  • Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
  • Provided technical support to customers, troubleshooting technical issues and providing solutions.
  • Prepared employee schedules for maximum coverage during key hours.
  • Created, prepared, and delivered reports to various departments.
  • Prepared agendas and took notes at meetings to archive proceedings.
  • Managed specialist team to provide technical assistance and customer service.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Created and implemented maintenance plans for customer accounts to secure customer satisfaction and reliability.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Developed detailed plans based on broad guidance and direction.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Launched quality assurance practices for each phase of development
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Coached employees through day-to-day work and complex problems.

Infrastructure Support Analyst

Personal Touch Home Care Inc.
01.2014 - 07.2016
  • Performed day to day first line support of Network systems / Desktops
  • Diagnosed, troubleshoot and repaired issues with end users in a timely manner
  • Provides technical support over the phone, email and onsite assistance to roughly 500-1000 users over various Personal touch locations using remote software such as GoToAssit
  • Installed software, modified end user accounts, general PC setups, mobile device configurations (mobile phones & hotspot devices for field users)
  • Responsible for creating all new users accounts for different systems and applications
  • Managed Symantec Endpoint Protection on all company devices
  • Used Windows Deployment services to prepare field devices (laptops, PC’s) for field users
  • Troubleshoot and escalate second level network issues to the Network operations team
  • Scheduled vendor Technicians for onsite support
  • Ordered equipment (printers, PC’s, laptops)
  • Shipped field devices to our branch locations from our corporate location
  • Created support documents for various applications
  • Used Track It! Help Desk ticketing system for efficiency
  • Worked effectively in fast-paced environments.
  • Worked well in a team setting, providing support and guidance.
  • Proven ability to learn quickly and adapt to new situations.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Utilized source code control for tracking configurations and changes.
  • Provided faculty and staff with security software and network configuration support.
  • Performed network security design and integration duties.
  • Designed and evaluated WAN and LAN connectivity technologies.
  • Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
  • Investigated and corrected problems with printers, copiers and other peripheral devices.
  • Monitored network hardware operations to evaluate proper configuration.
  • Diagnosed and executed resolution for network and server issues.
  • Set up hardware and software in optimal configurations to meet network performance requirements.
  • Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
  • Installed and configured software applications and databases and tested all solutions for effectiveness.
  • Resolved issues in servers and software using range of tools and technologies to troubleshoot problems and identify solutions.
  • Escalated highly critical issues to senior team members for effective resolution.
  • Monitored network system performance and determined appropriate solutions when issues were discovered.
  • Worked in team-driven environments and communicated effectively with stakeholders.

Applications Support Analyst

Personal Touch Homecare Inc.
06.2015 - 07.2016
  • Provided Technical Support Via Telephone, Email, and through BMC Track IT! (Help Desk Ticketing
  • System)
  • Resolving 80% of
  • Netsmart Level I and II issues for both Host & Field users
  • Monitoring both Application Production Servers
  • Maintaining clinical /default work flows for all clinicians
  • Troubleshoot minor EVV issues with Nurses ( Electronic Visit Verification system via SanData)
  • Creation of all Netsmart accounts and modified user account privileges/access within the application/ business units
  • Application unlocks & password resets
  • Configured VPN application on field devices (CISCO VPN Services)
  • Installed Netsmart Application on field devices before shipment / Ran QA processes
  • Escalated level III issues to Netsmart or our Network vendor (Crossroads) if applicable
  • Monitored and Tracked all open cases with Netsmart or Crossroads
  • Installed Citrix receiver applications
  • Monitored Allscripts Server using server monitor tools within the Allscripts application
  • Resolved Query/ Report issues
  • Escalated Query issues to our Query Writers
  • Managed Training version of the Netsmart Home Care Training Application
  • Rigorously tested new versions of Netsmart Home Care before implementation
  • Creating Training and Support Documentation & Videos for new users and field staff
  • Some of my work can be found on: www.pthomecare.com/netsmart.
  • Monitored helpdesk and responded to incoming tickets to address support needs.
  • Answered customer support inquiries via specialized ticket tracking platforms.
  • Created user accounts and managed access control.
  • Supported users with software, hardware and network issues.
  • Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback.
  • Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
  • Configured and distributed devices used daily by employees.
  • Performed troubleshooting of network connectivity for BYOD (Bring Your Own Device) participants, confirming successful connectivity and BYOD policy compliance.
  • Performed remote support tasks for mobile devices such as smartphones and tablets, correcting issues on iOS and Android units via Software.
  • Contributed to on-site and technical support for third-party software titles such as Software and Software for Type personnel.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Communicated with clients to verify roots and causes of computer problems.
  • Monitored systems in operation and quickly troubleshot errors.
  • Troubleshot hardware, software and network issues to identify and rectify discrepancies.
  • Deployed software and hardware updates and patches to increase speed and performance.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Connected to computer of client using remote link to install new programs and applications.
  • Installed and maintained hardware and computer peripherals to enhance and upgrade performance.
  • Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
  • Installed malware to protect software from virus and cyber attacks.
  • Used Software to create and updated tracking documents.
  • Resolved Type and Type concerns with little oversight.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.

Technical Support Analyst

NYRA -New York Racing Association
05.2012 - 04.2014
  • Handled technical troubleshooting within an enterprise environment, including system crashes, slow- downs and data recoveries
  • Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolut ion and closure of trouble tickets
  • Provisioned on-site applications support to users within different business units
  • Communicated with front/back office users and Information Systems; effectively used support tools and processes: e.g
  • Monitoring, e-mails, and Helpdesk tracking system
  • Responded appropriately to the needs of clients who encountered systems difficulties related to software or hardware
  • Used technical and analytical expertise and knowledge of systems to resolve problems internally and through outside vendors and manufacturers and escalated issues to Information Systems management
  • Update workstations and laptops with latest virus and Microsoft updates
  • Answered, evaluated, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer- related technologies
  • Determines whether problem was caused by hardware such as modem, printer, etc
  • Or software
  • Installed personal computers , software, and peripheral equipment.

PC Repair Technician

Staples, Inc
01.2009 - 12.2012
  • Handled all repairs, upgrades, software & peripheral installation’s in fast high -pressured sales environment
  • Computer Support, fixes and upgrades
  • Troubleshooting computer issues over the phone
  • Customer Follow up, via emails, phone
  • Upselling & product recommendations
  • Inventory management
  • Shipping PC Parts & other equipment via UPS.

Education

ASSOCIATES OF LIBERAL ARTS - LIBERAL ARTS

CITY COLLEGE OF NEW YORK, New York, NY
2011

HIGH SCHOOL DIPLOMA - undefined

John Adams High School, New York, NY
2008

Skills

  • Skills & Recognition:
  • Promoted to IT Manager within a short timespan; leveling up from IT Support Supervisor
  • Consistently recognized for technical troubleshooting skills, utilizing the tools to rapidly improve
  • Develop, fix and deploy systems as needed cost -effectively
  • Quickly learn and master new technology; equally successful in both team and self -directed
  • Settings
  • Proficient in multiple range of computer systems, ( Hardware and software), tools and testing
  • Methodologies
  • Corporate Training Experience – Traveling to our Out of state locations to introduce new technology
  • To our end users
  • (12) Plus, years of IT work experience Consistently learning & conducting self trainings for the
  • Always changing technology spectrum
  • Skills
  • Allscripts
  • Remote Access Software
  • Lexis-Nexis
  • Linux
  • Oracle
  • Supervising experience
  • LAN
  • Upselling
  • Training & development
  • Visio
  • VMWare
  • Procurement
  • IT support
  • Active Directory
  • Mobile devices
  • VPN
  • Asset management
  • Citrix
  • Software deployment
  • Desktop Support
  • Microsoft Windows
  • Operating Systems
  • SQL
  • DNS
  • Home care
  • Microsoft Windows Server
  • WAN
  • Purchasing
  • VoIP
  • Microsoft Office
  • Technical support
  • Help desk
  • Network support
  • Schedule management
  • Inventory control
  • Project management
  • Cloud Computing
  • Microsoft SQL Server
  • Analytics
  • Data analytics
  • Quality assurance
  • Customer service
  • Software troubleshooting
  • Database administration
  • Application support
  • Computer networking
  • IT management
  • DHCP
  • TCP/IP
  • Disaster Recovery
  • Microsoft Exchange
  • ServiceNow
  • Links
  • Http://wwwlinkedincom
  • Certifications and Licenses
  • CompTIA A
  • CompTIA Security
  • Technical Support
  • Communications Support
  • Professional Networking
  • Employee Coaching and Mentoring
  • Document Management
  • Administration and Reporting
  • Team Development
  • Contract Management
  • Documentation Skills
  • VMware Virtualization
  • Customer Service Expertise
  • Quality Control
  • Second-Level Support
  • Correspondence Management
  • Data Communications
  • Decisive Decision-Making
  • Administrative Support
  • Team Goals
  • Program Monitoring
  • Business Planning
  • Behavior Identification
  • Industry Standards
  • Staff Management
  • Microsoft SCCM
  • Process Design
  • Cisco Wireless
  • Job Assignments
  • Video Streaming
  • Business Analysis
  • Clerical Support
  • Schedule Coordination
  • Performance Tracking and Evaluations
  • Quality Assurance
  • Corrective Actions
  • Regulatory Compliance
  • Cross-Functional Collaboration
  • Professional Relationships
  • Motivational Leadership
  • Employee Performance Reviews
  • Managing Operations and Efficiency
  • Hardware Components
  • Project Management
  • Technical Proficiency
  • Business Process Support
  • Office Administration
  • Plan Projects
  • Negotiation and Conflict Resolution
  • Customer Care
  • Confidential Records Management
  • Human Resources Collaboration
  • Verbal and Written Communication
  • Hardware and Software Maintenance
  • Individual Sessions
  • Collaborate Cross-Functionally

Additional Information

  • Willing to relocate: Anywhere, Authorized to work in the US for any employer

Certification

CompTIA A+ & Network+


CompTIA A+ identifies the go-to person in end point management and technical support roles.


CompTIA Network+ validates the technical skills needed to securely establish, maintain and troubleshoot essential networks

  • CM - Certified Manager Certification

Timeline

Manager of IT Support - Personal Touch Homecare Inc.
07.2016 - 11.2022
Applications Support Analyst - Personal Touch Homecare Inc.
06.2015 - 07.2016
Infrastructure Support Analyst - Personal Touch Home Care Inc.
01.2014 - 07.2016
Technical Support Analyst - NYRA -New York Racing Association
05.2012 - 04.2014
PC Repair Technician - Staples, Inc
01.2009 - 12.2012
CITY COLLEGE OF NEW YORK - ASSOCIATES OF LIBERAL ARTS, LIBERAL ARTS
John Adams High School - HIGH SCHOOL DIPLOMA,
Rohan Brijlall