Write the runbook
Why documentation is the highest-leverage thing on a helpdesk, and the lightweight KB format my team actually uses.
Read note →
01 · whoami
$ whoami → rohan · still first to answer the phone
It's working again. You're welcome.
I fell into IT support fixing my dad's shop computer and never left, because it turns out I love the specific satisfaction of taking someone from 'everything is broken and I have a deadline' to 'oh, it's working' in under ten minutes. Seven years later I've done that roughly twelve thousand times.
I've run the helpdesk for a 400-person office, migrated a company off ageing on-prem servers to Microsoft 365 without a single lost mailbox, and been the calm voice on the phone while a panicking exec thought they'd deleted the quarterly report (they hadn't). The tickets I'm proudest of are the ones that never got opened because I patched the problem first.
If your team needs someone reliable at the front line — quick to respond, methodical under pressure, kind to non-technical users, and disciplined about documentation — my notice is thirty days and I'll happily start on the messiest queue you've got. Give me your oldest unsolved ticket as an interview.
~/rohan/id.cfg
Support card
Particulars · one glanceBaseBengaluru, Karnataka
TiersL1 · L2 · some L3
StackWindows · macOS · M365 · AD
On-siteHybrid · on-call rota ok
LanguagesEnglish · Hindi · Kannada
StatusOpen · 30-day notice
02 · The stack
SignatureAdminSpecialistConfident12k closedCertified
What I support
Hardware to helpdesk, endpoints to the awkward legacy box nobody documented. Here's the range.
Endpoint & hardware support
Windows, macOS, imaging, break-fix, peripheralsMicrosoft 365 & identity
Exchange, Teams, Entra ID, licensingActive Directory & access
accounts, GPO, permissions, onboarding/offboardingNetworking & connectivity
TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshootingService desk & ITIL
ticketing, SLAs, escalation, incident flowSecurity & backups
MFA, patching, phishing response, restores
03 · The runbook
Fix the issue. Then fix the cause.
Anyone can close a ticket. The job is closing it so it doesn't come back — and explaining what happened without making the user feel stupid. Half of good IT support is technical; the other half is bedside manner. I fix the printer and I fix the panic, then I write the runbook so the next person on shift doesn't have to rediscover the fix at 2 a.m.
- TriageUnderstand impact before touching anything. One person stuck vs. the whole floor down are different jobs.
- ReproduceSee it fail with my own eyes. 'It's fine on my machine' is where bad fixes come from.
- ResolveFix it fast, fix it properly. A clean permanent fix beats three quick reboots that buy an hour each.
- DocumentWrite it up in the KB. If it happened once it'll happen again — the next fix should take five minutes.
04 · Deployment log
Seven years, on call
2021 — PRESENT
IT Support Specialist (L2)
Novena Technologies, Bengaluru
Front-line and escalation support for a 400-person hybrid office. Cut average ticket resolution time by 40% by building a searchable KB, led the M365 migration with zero data loss, and maintain a 99.9% desk-uptime record on the on-call rota.
2018 — 2021
Desktop Support Technician
Cognate BPO Services, Bengaluru
High-volume L1/L2 helpdesk for a 24/7 operations floor: imaging, account provisioning, and the night-shift on-call where I learned to fix things fast and document them faster.
2017 — 2018
IT Support Trainee
Reliable Computers, Bengaluru
Retail and small-business support — hardware repair, virus removal, home-office setups. The best crash course in explaining tech to people who don't want to learn it.
05 · Training
Education
2013 — 2017
First class
B.Sc. Computer Science
Bangalore UniversityFirst class
2018
Core 1 & Core 2 passed
CompTIA A+ Certification
CompTIACore 1 & Core 2 passed
2022
Certified
Microsoft 365 Fundamentals (MS-900)
MicrosoftCertified
06 · Certifications
Credentials
CompTIA A+CompTIA · current
CompTIA Network+CompTIA · 2020
Microsoft 365 Certified: FundamentalsMicrosoft (MS-900) · 2022
ITIL 4 FoundationAxelos · 2023
07 · Changelog highlights
Shipped & recognised
Support MVP of the YearNovena Technologies internal awards
2023Zero-data-loss M365 migration400 mailboxes, delivered on schedule
202240% faster ticket resolutionKB & runbook programme, verified
2022Perfect on-call reliability, 2 yrsNo missed SLA on rota shifts
2021–
08 · The wiki
APR 2026 DEC 2025 AUG 2025
From the knowledge base
Speak human
How to explain a technical fix to a stressed non-technical user without condescending or confusing them. Scripts included.
Read note →The ticket that never opened
Proactive maintenance as a mindset — the small patches and checks that quietly prevent the Friday-afternoon disaster.
Read note →
09 · From the office
What they say
From the office · 01
Rohan reset access and had me back in two minutes before a board call, then followed up so it wouldn't happen again. That's rare.
Finance DirectorNovena TechnologiesFrom the office · 01
He migrated our entire company to M365 over a weekend and Monday morning nobody noticed anything except that it was faster.
IT ManagerFormer managerFrom the office · 01
He's the only IT person who's ever explained a problem to me in a way I actually understood. Patient, never made me feel dumb.
Office CoordinatorNon-technical user
10 · For IT teams & offices
The hiring ticket
$ STATUS: AVAILABLE FROM SEP 2026 · GIVE ME YOUR OLDEST UNSOLVED TICKET AS AN INTERVIEW
Current roleIT Support Specialist (L2)
Open toService desk lead · L2/L3 support · sysadmin (junior)
ArrangementOn-site · hybrid · on-call rota ok
Expected salary₹6–10 LPA / negotiable
Notice period30 days
Willing to relocateYes — Bengaluru, Hyderabad, Pune, remote-hybrid
IT Manager, Novena TechnologiesCurrent · shared on request
Team Lead, Cognate BPO Services2018–21 · shared on request
11 · Open a ticket
Get in touch
Based in88, Indiranagar, Bengaluru 560038, Karnataka
Emailrohan.it@example.com
Phone / WhatsApp+919999999992