Rohan Desai
Summary
Dynamic professional with strong experience in system troubleshooting, device diagnostics, and end-user support. Proven ability to maintain 98% data accuracy, resolve issues without escalation, and improve operational efficiency through documentation and collaboration with IT teams.
Overview
9
9
years of professional experience
Work History
Guest Service Agent
Maple Tree Inn
09.2020 - Current
- Troubleshot PMS terminals, workstations, and digital check-in devices.
- Resolved 85% of technical issues without escalation.
- Maintained 98% data accuracy across check-ins, billing, and updates.
- Documented recurring issues and collaborated with IT to improve reliability.
Customer Service Associate
UPS Store
08.2025 - 09.2025
- Diagnosed and repaired digital printing systems, POS devices, and shipping software.
- Performed basic hardware troubleshooting and device configuration.
- Maintained accurate digital service logs to support workflow efficiency.
- Processed transactions efficiently using Point of Sale systems, enhancing customer experience.
- Managed inventory levels and organized stock to maintain optimal operational flow.
- Resolved customer complaints swiftly, improving satisfaction and fostering loyalty.
- Trained new associates on best practices for service excellence and store operations.
General Manager
Red Carpet Inn
01.2017 - 09.2024
- Managed digital property systems and ensured PMS data accuracy.
- Trained 20+ employees on system usage and digital workflows.
- Implemented tech-based improvements reducing administrative time by 25%.
Hotel Operations Manager
Motel 6
07.2020 - 10.2023
- Identified recurring system issues and coordinated with IT for root-cause resolution.
- Oversaw PMS operations with 97% accuracy in system updates and data entry.
- Troubleshot system and device issues, escalating only when necessary.
- Improved operational efficiency by 22% through workflow and system optimization.
- Documented system issues and collaborated with IT teams to address recurring problems.
Education
Bachelor of Science - Information Systems & Management
University of Maryland Global Campus
Maryland 06-2021
Skills
- Workstation setup; Component replacement; Basic network troubleshooting; Cable management; PMS platforms; Digital workflow tools; Excel (Pivot Tables, VLOOKUP); Documentation; End-user training; Customer support; Device diagnostics; Peripheral support; Connectivity diagnostics; Windows OS; Ticketing systems; Microsoft Office Suite; System monitoring tools; Process optimization; Data accuracy
LANGUAGES
English (Professional), Hindi (Professional), Gujarati (Professional)
Timeline
Customer Service Associate
UPS Store
08.2025 - 09.2025
Guest Service Agent
Maple Tree Inn
09.2020 - Current
Hotel Operations Manager
Motel 6
07.2020 - 10.2023
General Manager
Red Carpet Inn
01.2017 - 09.2024
Bachelor of Science - Information Systems & Management
University of Maryland Global Campus