Resume - Electronics and Telecommunication professional with exactly 12 years of rich exp...

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Resume #72720

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In quest of Senior / Middle Level managerial assignment in the domain of Technical Support / After Sales Service with a growth oriented organization.
Location preference: Middle East & Asian Countries

Apercu
An astute Electronics and Telecommunication professional with exactly 12 years of rich experience in the domain of Technical Support, Operations and Maintenance, Training and Development, Relationship Management with reputed organizations.
Last associated with Authentec Holdings FZCO Dubai, UAE as Country Operations Manager.
Adroit in managing l teams of service operation & ensuring organization policies as pr the norms.
Possessing in depth knowledge in telecommunication technologies like PSTN, GSM, GPRS, UMTS / WCDMA, VAS, RFID, WIFI, WIMAX, TCP/IP, VOIP, etc.
Skilled with networking technologies like LAN, WAN, CISCO Routing, Switches etc.
Skilled in software / applications integration, configuration & component level analysis of GSM telecom products
Adept in repair data reporting, MIS & analysis.
Possess a clear understanding of the various process involved in after sales customer service industry.
Deft in accomplishing tasks like installation and commissioning of service centers in sundry places in the region.
An excellent person with outstanding interpersonal communication skill and rich analytical capability.

Core Competencies
Business Development Operations Management Team Management
Troubleshooting Vendor Development
Relationship Management
Training Installation and Commissioning
Technical Support
Report Coordination
Equipment Analysis

Domain Skills:
Handling the team-members of technical support engineers & client service staff.
Supervising team functions viz. manpower planning, recruitment, performance appraisal, etc. in regard to TAT and quality; managing team-performance in order to assure efficiency in process operations.
Meeting individual & group targets; performing daily management of work shop operation in order to assure that proper quality must be maintained in overall operation.
Assuring budgetary targets on operation expansion are met & in all respects to comply with organizational policies; handling sundry processes & recommending modifications in order to enhance operational efficiency.
Searching out proper capacity limitations & bottlenecks and process problems, plant upsets reasons for production shortfall for taking corrective action.
Keeping sound relationship with key decision-makers in target organizations for business development.
Apprehending training needs; organizing several training programs to enhance efficiency in operations towards accomplishment of corporate objectives for operation personnels.
Generating a dynamic environment that fosters development opportunities and motivates high performance amongst team members.
Rendering technical support to clients for sundry telecom products & services; assisting engineers & developing their knowledge on fast changing telecom technologies.
Identifying the various processes in the industry & providing inputs to software developers for integration of same into in house software application.
Repair data reporting & analyzing data for drafting strategy for increasing revenue of the organization; performing highlight upon common errors on reports & providing necessary training to engineers, technicians & customer relation executives.
Making procedures for upgrading client service, drafting strategy for increasing revenue of service department.
Analyzing sundry processes in telecom service industry; recommending modifications to enhance operational / process efficiency; drafting the monthly in-house operations reports.
Conducting internal audit to improve service operation.
Operating effectively as leader; solving resource issues and conflicts.
Applying necessary corrective action after identifying the bottlenecks & process implementation problems.
Dealing as well as applying technical support to clients for their technical issues & queries.
Installing equipments, software's & applications into each team member desk, configure & train the team for using the same for backup, software upgrade & repair analysis of various of GSM mobiles.
Software integration, component level analyzing & servicing of electronics circuits board (PWB) having micro BGA components for all kinds of GSM phones using sundry GSM testing equipments like Radio Communication Tester, Signal Generator, Spectrum Analyzer, Oscilloscope, Flash programmers etc.
Analyzing bouncers & rendering technical training to customer relation officers.
Monitoring daily tasks of the engineers; assuring that engineers must repair the unit within the allowed TAT & give daily report back to service manager.
Verifying the spare parts forecast & determining the price of the parts for non warranty repairs.
Finding out common failure observed on products & reporting technical feedback back to vendors for improving product quality; drafting daily XML repair data report, analyzing these data & forwarding to vendor in a required format.
Performing tasks along with software department in order to develop Oracle based service software used in service department; performing as the oracle coordinator for ORACLE based service software.
Conducting the testing & commissioning of sundry telecommunication equipments such as Digital Call Handling Equipment, Meter Category Reading Equipment, Automatic Call Distributor, etc. used in Electromechanical Telephone Exchanges.
Handling fault finding & troubleshooting of sundry electronics & communication equipments used in telephone exchanges; performing the testing & debugging of software used in these micro-controller based equipment.
Receiving feedback from clients & modifying the system design & software configuration accordingly.
Designing of micro-controller based telecommunication equipments like Digital Call; dealing with equipments like Automatic Call Distributor, Meter Category Equipment, etc. used in various telephone exchanges

Career Contour

Jan'08 to Apr'08 with Authentec Holdings FZCO, Dubai, UAE as Country Operations Manager.

Attainments:
Built up teams for each operations; One supervisor on each location is introduced to monitor & report the daily activity of the operation.
A separate logistics team was also created for forecasting, ordering & delivery of parts to different location depends on the requirement.
The minimum daily target for each member is fixed & extra benefits are introduced for the team who performs above the minimum target.
New clients are added into business.
Increased 20 % revenue in volume of daily repair.
Managing the complete UAE service operations
Has brought down the TAT from average of >30 days to less than 20 days within 2 months of operations.

Dec'98 to Dec'07 with Emirates Computers, Dubai, UAE & Pakistan as Team Leader (Technical).

Attainments:
Led the after sales service team of Middle East region operation.
Divided the technical team into different cells and provided a separate target based on their experience, qualification & level of repair.
Created training team & led them for giving training for all the staff involved in customer service operation.
Significantly contributed in developing the procedures for various processes involved in service operation for obtaining an ISO 9001& ISO14001 Certification.
Identified the various levels of repair activity (low / high level based on technical complication of the problem) & created a team & targets accordingly.
Significantly contributed in developing new regional service center set up & ensured that all the vendor standards & quality requirements are followed. Installed & commissioned service center setup in various places in Saudi Arabia.
Actively participated in developing Oracle based house hold system for after sales service operation which was later upgraded into Microsoft Great Plains based system with new features for business operations improvements. Provided several inputs for system improvements based on business requirements for this new system.
Worked as an administrator for in house software applications.
Significantly contributed in Obtaining highest ever vendor Audit Score of 94.5% during Jul'05 across the Middle East & North Africa which in turn helped the organization in bringing the new regional repair factory in other region of Middle East.
Maintaining & updating Equipments calibration records, ESD monitoring list, training records & various daily check lists as required by vendor for audit purpose.
Identified the areas of loss of revenue occurring on the service operation & provided various inputs to service manager to take a necessary corrective action accordingly.
Imparted training to all the staff for the importance of repair activity data entered by them into the system for reporting to the vendor & to avoid revenue loss for the organization
Led the team of bouncer analysis & reduce the number bouncer to < 5 % of total volume of repair. Trained the entire team based on the analysis report to improve the quality of service.

Feb'96 to Aug'98 with Sensible Solution, Bangalore, India as Engineer - Installation & Maintenance.

Attainments:
Performed proper delivery of the installation & maintenance of equipments to the entire south India.
Performed the following tasks with great care:
Fault finding & troubleshooting of various electronics & communication equipments used in Telephone Exchanges.
Testing & commissioning of these telecommunication equipments in Telephone Exchanges.
Troubleshooting various types telecommunication devices
Designing of Micro-controller based Telecommunication Equipment such as Digital Call handling Equipment, Automatic Call Distributor, Meter Category Equipment etc used in various telephone exchanges
Carry out repair activities on various types of circuit boards
Testing & Debugging of software used in these Micro controller based equipment
Installation of soft wares & configuring the equipment as required by customer.
Imparting training to customers.
Getting feedback from customers & modify the system design & software configuration accordingly.

Trainings Attended
Rohde & Schwarz for radio communication testers like CMU-200, CTS-55/30 & spectrum Analyzers.
NOKIA products training for servicing of various models of nokia mobiles.
Telecommunication technologies like UMTS, HSDPA, GSM, GPRS, EDGE, VAS, RFID, WIFI, TCP/IP & VOIP from Nokia.
ESD (Electrostatic Discharge) which is a mandatory requirement now in electronics Service centers.
Scholastic
B.E in Electronics & Communication from Karnataka University, India in 1995.
Microsoft Certified System Engineer (Windows NT 4.0) in 1998.
Cisco Certified Network Associate –CCNA in 2008.

IT Skill
Operating Systems: WINDOWS- 95, 98, 2000, XP, NT-4.0
DBMS: ORACLE, POWER BUILDER-5
Languages: C, C++ and JAVA.
Packages: MS Office. MS projects

Personal Dossier
Date of Birth: 28th February, 1974.
Driving License: Valid U.A.E driving license.
Nationality: Indian.
Sex: Male.
Marital Status: Married.
Languages known: English, Hindi, Malayalam and Kannada.

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