Headline

Currently working as a Technical Support Manager @ Smart Infocom Pvt. Ltd, India | Overall 11+ years of experience

About

Areas of Expertise: Technical support operations | Disaster Recovery | Project Management | Incident and Change Management | Problem Management | Infrastructure restoration |Technical troubleshooting | SLA Adherence Virtualization | Troubleshooting | Problem Diagnosis | Issue Resolution |Ticket management | Data Reports Maintenance | IT Administration | Network Monitoring | Network Security | Windows System Administration Summary: I am a Technical Support Manager with demonstrable experience in the management of all technical support related aspects, including escalations, performance, system installations, improvement programs, and upgrades and good knowledge of ITIL processes. I am deft at answering incoming support requests from internal/external sources to maintain acceptable service levels; have proficiency in performing network maintenance and system upgrades, including service packs, patches, hotfixes, and security configurations, adept at receiving, responding, and providing updates to customer issues via phone, email, and ticketing system. I have been proven efficient in facilitating specifications for network architecture, evaluating and recommending new technologies to enhance current capabilities, and performing needs assessments. I have completed Bachelor of Engineering in Electronics and communication from Visvesvaraya Technological University, India - 2010, and Diploma in Industrial Electronics from M. H. Saboo Siddik College of Engineering & Polytechnic, India – 2007. I am conversant with ZKTeco, HikVision, Dahua, Timewatch, Multidoor Controllers & Standalone Biometric Finger/Face Reader/Smart Mifare Cards/RFID Proximity Cards Readers based Attendance cum Access Control systems & Canteen Management System, Turnstile/Tripods/Flap barriers/Swing Barriers Access Control System, Door Interlocking Systems & Guard Tour Patrolling Systems

Location

Mumbai

Work experience

Technical Support Manager at Smart Infocom Pvt. Ltd, Mar 2011 - Present · 15 yrs 2 mos, Mumbai, Maharashtra, India, Devices: o ZKTeco, HikVision, Dahua, Timewatch, etc Multidoor Controllers & Standalone Biometric Finger/Face Reader/Smart Mifare Cards/RFID Proximity Cards Readers based Attendance cum Access Control systems & Canteen Management System o Turnstile/Tripods/Flap barriers/Swing Barriers Access Control System o Door Interlocking Systems & Guard Tour Patrolling Systems Software applications: Utilized SQL DB for the following: o Web Based Attendance & Leave Management System o Web Based Access Control System o Web Based Canteen Management System o Web Based Visitor Management System o Web Based Head Count o Integrations to other SQL database, Payroll, SAP, etc. Deliverables: • Key role involvement in managing Technical Support Team, scheduling engineer visits, handling new projects in coordination with various teams • Ensuring there is smooth implementation of projects for various clients, checking and responding to various client e-mails, supervising their escalation process, and ensuring the TAT is followed for resolving client issues • Assisting the onsite engineers/technicians to resolve various technical issues • Interacting with the manufacturers for creating new firmware in devices, ensuring there is thorough burn test before live site implementation • Collaborating with the the team and ensure there is quality assurance before every new product release • Responsible for testing and recommending new technologies to the organization, updating new technologies relevant to various products • Hiring, training and mentoring the new technical support engineers, and handling performance analysis of the team on a monthly basis

Education

Bachelor of Engineering - BE, Electronics, Visvesvaraya Technological University

Diploma in Industrial Electronics, M.H. Saboo Siddik College Of Engineering