bhargavan rover
@bhargavanrover
I deliver high-volume L1/L2 remote technical support, improving SLA compliance, CX, and service workflows.
IndiaWhat I'm looking for
I’m a Customer & Technical Support professional with 5+ years of experience in remote IT service desk (L1/L2), help desk operations, SaaS application support, and multi-channel support (voice, email, chat). I specialize in high-volume ticket handling, incident management, enterprise troubleshooting, and maintaining SLA/KPI performance across multi-time-zone environments.
In my recent roles, I’ve supported enterprise users 24×7, resolved VPN/Citrix/Active Directory and access-related issues, and improved onboarding through SOP and knowledge-base documentation—reducing repeat incidents and maintaining 98% SLA compliance. I’ve also supported SAP MM procurement/invoice workflows, improved access governance, and reduced repeat SAP access tickets by 35%, while freelance work strengthened customer journeys and service workflows.
Experience
Work history, roles, and key accomplishments
Travel Operations & Support Associate
Vihari On Wheels
Jan 2025 - Jan 2026 (1 year)
Designed itineraries and travel packages and coordinated bookings, logistics, and vendors. Managed end-to-end customer communication and achieved 4.8/5 CSAT ratings.
Service Operations & CX Consultant
Freelance
Oct 2023 - Jan 2026 (2 years 3 months)
Developed SOPs and service documentation and designed customer journey frameworks. Optimized service workflows and CX processes.
Hospitality Operations Associate
Innbox Bunker
Nov 2023 - Dec 2025 (2 years 1 month)
Supported guest services and hostel operations and assisted with occupancy planning and coordination. Improved service workflows and guest experience.
Service Desk Executive (L1/L2)
Infinx Solutions Pvt. Ltd.
Aug 2022 - Aug 2023 (1 year)
Provided remote L1/L2 technical support to enterprise healthcare users across US time zones for the SimonMed Healthcare project. Resolved 40–50 technical incidents daily (200+ weekly), maintained 98% SLA compliance, and supported 24×7 helpdesk operations.
Technical Associate (SAP MM)
Telerx / C3i Solutions
Oct 2021 - Apr 2022 (6 months)
Supported SAP MM procurement and invoice processing workflows for the Merck project. Managed user provisioning and role mapping, resolved transactional/access incidents, and improved access governance to reduce repeat SAP access tickets by 35%.
Delivered global L1/L2 technical support via voice, email, and chat channels for the Verizon process. Diagnosed router, modem, VPN, DNS, and connectivity issues while managing escalation workflows within SLA timelines.
Content Curation Executive
Teletext India Pvt. Ltd.
Jul 2017 - Jan 2018 (6 months)
Managed hotel and travel listings across booking platforms, including pricing validation, link audits, and content QA. Coordinated with travel providers and product teams to support travel publishing and booking workflows.
Handled 60–80 inbound customer interactions daily for the Axis Bank process, resolving banking queries, service requests, and complaints. Logged CRM tickets for SLA-based closure and escalated fraud and compliance-sensitive incidents.
Education
Degrees, certifications, and relevant coursework
Indira Gandhi National Open University
Bachelor of Commerce (B.Com), Commerce
Pursuing a Bachelor of Commerce (B.Com) degree at Indira Gandhi National Open University.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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