Rahul Panchal

Providing customer support services along with smooth operation. Have 10 years of experience in IT field 

Team Leader — Co-operative Group Ltd | Jan 2024 to Present | UK

 Led store team operations, staff performance, audits, and stock control.

 Managed customer service escalations and till operations.

 Oversaw IT & printer assets within the store environment.2. Team Leader / Senior Technical Support Engineer — Reliance Industries Ltd (via Microlink Solutions

& Dixit Infotech) | 2014 – 2023 | Vadodara, India

Roles progressed from Technical Support Engineer → Sr. Support Engineer → Team Leader.

Key Achievements

 Achieved SLA performance of 99.54% through process improvement and proactive monitoring.

 Consistently delivered 100% customer satisfaction survey ratings.

 Led a team of 11 engineers across DCMS & NMS functions.

 Reduced downtime by improving incident handling & escalation workflows.

 Managed server health monitoring, network operations, and scheduled data backups.

 Administered Active Directory, end-user operations, SAP basic support & helpdesk activities.

 Prepared daily/weekly/monthly operations & compliance reports for stakeholders.

 Managed IT asset tracking via MITS tool and ensured 98–100% compliance.

 Supported site webcast & leadership communications via MS Teams / Jio Meet.

Earlier responsibilities also included: desktop & laptop support, OS & application installs, endpoint protection,

backup recovery, network connectivity troubleshooting, and remote user support.

3. Associate – Network Management — Wipro Infotech | Nov 2013 – Dec 2014

 Provided desktop & network support at National Informatics Centre (Daman).

 Installed & configured Windows systems and network devices.

 Supported video conferencing and Cisco wireless access points.

 Configured 100+ digital signature dongles for government officers.

MBA in project management