Web Developer & Custom Support Engineer

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Serial No: 14714

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Current location:  Dubai, United Arab Emirates - View on map

Nationality: Indian

Spoken languages: english, Hindi, Oriya

Education And Qualifications

2011
B.Tech. (Information Technology) from Biju Patnaik University of Technology, Orissa with CGPA 6.06/10

IT Skills

Languages: C & C#
Tools: Visual Studio 4.0 & Adobe Dreamweaver
Operating Systems: Windows 7 & XP
Modules: HTML & Tridion Content Creation

Core Competencies

• Steering the successful rollout of projects with accountability of defining scope, setting timelines, analysing requirements, prioritising tasks, identifying dependencies and evaluating risks & issues as per pre-set budgets
• Looking after desktop / tablet faults, accordingly conducting root-cause analysis and suggesting technical / repair solutions for overcoming the same
• Testing & verifying hardware / software to support tablet / desktop peripherals & ensure that they meet specifications / requirements; modifying the existing pieces of equipment to meet special needs of clients
• Addressing queries of clients regarding IT applications for troubleshooting problems related to performance tuning & application conflicts; providing technical support for various issues by keeping a close track on recent developments
• Serving as hotline escalation point of contact 24*7; managing resources in both deployment & support areas and driving change orders, rollback & error logs for monthly change analysis

Career Summary

Since Mar’12
HCL Infosystem MEA, Dubai, UAE as Web Developer-Customer Support
Engineer

Role:

• Serving as Desktop Support Engineer & Tablet Repair Engineer (L1 & L2)
• Handling the authorized service partners across all the countries where the ASP’s for HCL Tablets are available to repair the tablet and managing the team; checking the logistics for selection of IT software, tracking that TAT should not exceed and providing technical resolution for any problem
• Played a key role in making surety of the spare availability and delivery on the right time or checking for the spares stock on hand report and providing the buffer spares forecasting the failure rate based on sales figure & repair volume

Highlights:

• Stream lined the repair process by forecasting the failure rates and providing the buffer spares, so that the TAT (Turnaround Time) should not exceed more than 3 days, now ASP’s TAT is not more than 3 days