Rohit Ahuja

Infrastructure Support Analyst with 2+ years of experience in IT operations, infrastructure monitoring, and global technical support within enterprise retail environments. Skilled in incident management, production support, remote troubleshooting, and infrastructure coordination across enterprise applications.

Sr. Software Analyst - Capgemini - Noida (Hybrid)

(2024-04)

• Provided L1.5 Global (NA / EMEA / APAC) technical and operational support for retail infrastructure environments, following standard operating procedures (SOPs) through phone, chat, and email channels.
• Monitored and resolved hardware, software, and connectivity issues related to Retail POS systems, printers, scanners, pin pads, and enterprise applications across distributed store locations.
• Supported production server environments through proactive monitoring, incident handling, and coordination with infrastructure teams to minimize downtime.
• Performed incident management, ticket, and asset management activities while ensuring timely resolution within defined SLA timelines.
• Assisted in installation, configuration, and monitoring of network devices and peripheral hardware, including printers and scanners.
• Performed initial troubleshooting and validation for Power BI reporting issues and coordinated with backend teams for resolution of data inconsistencies.
• Executed POS production deployments and update activities via FileZilla to resolve pricing and discount discrepancies with minimal operational impact.
• Processed high volumes of incidents while actively contributing to SWAT queues for unresolved, critical, and ageing tickets.
• Monitored and performed basic Layer 1 network troubleshooting using Cisco Meraki Dashboard for connectivity and port-related issues.
• Supported user access management activities including MFA troubleshooting, password resets, and account lockout resolution.
• Coordinated with third-party vendors such as HP and Dell for hardware replacement, troubleshooting, and warranty support activities.
• Collaborated with L3, infrastructure, and network teams to escalate complex incidents with proper documentation, troubleshooting history, and impact analysis.
• Maintained 95%+ CSAT by delivering effective communication, timely updates, and efficient incident resolution.

Technical Recruiter - Head Field Solutions Pvt Ltd - Noida

(2023-02 - 2023-10)

• Recruited for L1/L2 IT support, networking, and cloud roles, gaining strong exposure to technical skills and IT infrastructure.
• Collaborated with hiring managers and tech leads to understand role requirements and tech stacks
• Used tools like MS Excel, hiring portals, and recruitment CRMs.

No Code Developer - Trynocode Technologies Pvt Ltd - Delhi

(2022-03 - 2022-07)

• Utilized Bubble.io's visual development platform to design, prototype, and develop web applications with dynamic and interactive features.
• Designed and implemented user interfaces, workflows, and database structures using Bubble.io's intuitive drag-and-drop interface.
• Actively participated in problem-solving, knowledge sharing and contributed to team discussions on Bubble.io development techniques and best practices and efficiency.

Front End Developer - Kliff Technologies Pvt Ltd - Delhi

(2021-09 - 2022-02)

• Developed and maintained interactive and visually appealing user interfaces using HTML, CSS, JavaScript, jQuery, and Bootstrap to enhance user experience.
• Optimized website performance by minimizing load times, optimizing images, and employing front-end techniques.
• Implemented responsive web designs to ensure seamless functionality across various devices and screen sizes.

B.Tech. - Computer Science and Engineering - MVSIT affiliated to GGSIPU (2016-08 - 2020-09)