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SUMMARY OF WORK EXPERINCE
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R Systems International Limited
Software Engineer (Group Lead)
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1st May, 2008 - Till Date
NOIDA, India
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Process : Panasonic Factory Solutions Company of AmericaCompany : R-Systems International Limited PFSA is a leading Manufacturer of SMT(Surface Mounting Technique) Robots which cost somewhere around 15 Million USD. SMT Robots are widely used in PCB assembling industry by the leading companies like MOTOROLA, SONY, BOSCH, DENSO, etc. Software Development for these Robots i.e. PanaPRO is outsourced in R-Systems, India and R-Systems INC, USA. PanaPRO is inclusively sold to customer with the SMT robots. Achievements After Joining PFSA in R-System: - On-Site 3 month training at PFSA, IL, USA to understand the functionality & operations, of SMT Robots which included various client visits in USA.
- Successful migration of the Software Solutions Process i.e. EMEA support to India. Support group right now includes 3 people and are all billable.
- Successfully demonstrated the client about the team capabilities after clearing the back log data(closing the open issues) in CRM.
- Worked closely with PFSA to improvise the Software Solutions Process in India.
- Successfully setting up the infrastructure in R-Systems India to run the Support Operations.
Job Responsibilities Software Engineer(Group Lead) - Answering all the support related emails that comes to Central Support Email(HOTLINE) during day time from Singapore, Europe & Middle East.
- Answering the Customers queries regarding software(PanaPRO) its various modules and SMT Robots functionality that are assigned back from the USA Support Team.
- Recreating the customer environment with various simulators to dig for the root cause of the problem reported.
- Creating CHANGE REQUESTS for the BUG FIX or ENHANCEMENT or for MODIFICATION on the CITRIX based CRM that is commonly used between the team in USA and development after proper discussion and feasibility.
- Doing AUDIT for any NEW RELEASE/PATCH/HOT FIX of the software(PanaPRO), in accordance with the CHANGE REQUESTS previously created.
- Doing Software up gradation remotely or via WEBEX sessions with the customer. Up gradation may be ON SITE as well depending upon the installation and kind of requirement by the client.
- Communicating with customers on routine basis to know the concerns and problems if they are facing.
- Doing detailed study on customer feedback to improvise the changes suggested or reported for future version.
- Conducting regular weekly meeting with client (PFSA) to discuss the operations related issues.
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V Customers Services India Pvt Limited
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November, 2006 - April, 2008
New Delhi, India
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Process : Netgear Total Ex. : One Year Six Month Job Responsibilities as Mentor(Networking) - Supervising about a team of 32 Senior Technical Support Engineers.
- To work as a technical backbone for the account, monitors support engineers and giving them feedback & coaching.
- To disseminate all the updates and know-how on new technologies being implemented in the vast networking market including giving new product training.
- Testing new products with different OS environments and to report bugs and issues if any detected.
- To handle escalated cases from technical support engineers providing timely resolution and if not resolved further escalating the cases to our engineering team in United States and United Kingdom.
- To conduct regular L1 and L2 meetings with technicians in United States and United Kingdom discussing new issues and cases encountered and also to discuss any new update if any.
- To conduct Quality Calibration (internal and client).
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V Customers Services India Pvt Limited
Senior Technical Support Engineer
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November, 2006
New Delhi, India
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Process : Netgear Company vCustomer Services India Pvt. Ltd. Total Ex. : One Year One Month Job Responsibilities as Senior Technical Support Engineer. - To provide full product and networking support to our clients of North America, UK and Australia buying Netgear Products.
- To provide support for Netgear wireless networking products working on IEEE 802.11a, 802.11b, 802.11g, and Airgo Networks True MIMO technology rather Pre N technology wireless cards and access points
- To guide through installation and troubleshooting of Netgear's Layer 2 and Layer 3 Managed switches including setting up 802.1q VLAN's, Port Trunking , Port Mirroring , Load balancing , 802.1x RADIUS.
- To configure PAT Routers using Port forwarding for Hosting web server and running applications (Like FTP, HTTP, TELNET).
- To provide installation and implementation guidance of LAN, WAN and WLAN networking and configuring security including WEP, 802.1x authentications, WPA-PSK TKIP on different operating systems. Implementing WPA-1 for wireless LAN.
- To troubleshoot the networking problems and provide solutions on LAN, WAN as well as on WLAN.
- Full support for Firewall, Firewall Wireless Print Servers through remote Administration.
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AHE Pvt. Ltd.
IT Engineer
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March, 2004 - July, 2005
NOIDA, India
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Total Ex. : One Year Six Month Job Responsibilities as IT Engineer. - Worked as support backbone for the desktop related problems.
- Includes support over the phone as well as onsite support to their different offices in NOIDA, Ghaziabad and New Delhi
- Configuration of outlook client on machines.
- Coordinating with different people (in or out office) according to the severity of the problem.
- Managing the Wi-Fi and LAN connectivity through out the offices and handling problems in connectivity.
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