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Rohan Desai

@rohandesai

Quality Analyst at Concentrix, applying incident analysis and root-cause investigation to improve technical support quality.

India

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What I'm looking for

I’m seeking a Cloud Support Engineer role focused on cloud infrastructure operations, incident management, and service reliability. Long term, I aim to progress into Cloud Engineering, DevOps Engineering, and Cloud Architecture, contributing to secure, scalable, and highly available cloud solutions.

At Concentrix, I conduct quality audits of technical support interactions, investigate recurring issues, and identify process improvements. I also generate performance reports and contribute to service quality initiatives.

As a Technical Advisor supporting HP products, I troubleshot hardware, software, operating system, and connectivity issues, and managed customer escalations. For my academic project, I developed a real-time firearms and face detection system using Faster R-CNN, EfficientDet, and Python.

Experience

Work history, roles, and key accomplishments

Current

Quality Analyst

Current

Concentrix

Jan 2025 - Present (1 year 9 months)

Conduct quality audits and evaluate technical support interactions to ensure compliance with organizational standards. Perform root-cause analysis on service failures and generate performance reports to improve operational efficiency.

Quality Assurance Root Cause Analysis Incident Management Technical Troubleshooting Escalation Management Service Quality Monitoring Technical Documentation Client Communication Knowledge Base Utilization Data Driven Decision Making

Technical Advisor

Concentrix

Provided end-to-end technical support for HP hardware and software products, diagnosing and resolving operating system, software, connectivity, and device-related issues. Managed customer escalations and maintained high customer satisfaction through effective communication and technical guidance.

Technical Troubleshooting Incident Management Root Cause Analysis Escalation Management Client Communication Technical Documentation Knowledge Base Utilization

Education

Degrees, certifications, and relevant coursework

Sri Indu Institute of Engineering and Technology

Bachelor of Technology, Computer Science & Engineering

Grade: 6.53 / 10

Pursued a Bachelor of Technology in Computer Science and Engineering, covering operating systems, computer networks, database management, and other core subjects.