rupesh SAWANT
@rupeshsawant
I resolve enterprise IT escalations and train global service desk teams.
IndiaWhat I'm looking for
At Birlasoft supporting Weatherford, I resolve Level 2 Microsoft 365, Windows, Active Directory, VPN, and remote-access escalations for more than 20,000 global users. I manage 25–40 daily escalations through iSight ITSM, maintain SLA compliance, support VIP users, and coordinate critical issues with L3 engineering teams.
I've also served HP users through Concentrix and Stream Global Services, handled telecom and connectivity escalations at Tech Mahindra, and led regional operations at RevBooster Hospitality Services. As Birlasoft's GSD Capability Trainer, I coach engineers on escalation handling, stakeholder communication, and workflow standards after being recognized by leadership for operational efficiency.
Experience
Work history, roles, and key accomplishments
Specialist - IT Service Desk (L2) & GSD Capability Trainer
Dec 2022 - Present (3 years 8 months)
Provides Level 2 technical support and escalation resolution for a global enterprise user base of over 20,000 employees, specializing in Microsoft 365 and Windows OS environments. Acts as the designated Capability Trainer for the Global Service Desk, coaching engineering team members to match high-performance benchmarks in escalation resolution and stakeholder management.
Education
Degrees, certifications, and relevant coursework
University of Mumbai
Bachelor of Hotel & Tourism Management Studies, Hotel & Tourism Management
Bachelor of Hotel & Tourism Management Studies from the University of Mumbai.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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