Senior Desktop support Engineer - Jai Krishna Technology PVT LTD
(2024-07)
- Installed, configured, assembled desktops, laptops, AIO and mini pc.
- Performed soldering and rework on SMPS units, power switches, cooling fans, and USB PCBs as per production and quality requirements
- Knowledge in installing Windows operating system and driver installation.
- Troubleshoot and resolved complex hardware and software incidents, reducing downtime and enhancing user productivity.
- Planning and execution of completing day to day productivity target.
- Provided technical assistance for new product R&D.
- Created SOPs for New Product Introduction (NPI) for assembly and repair.
- Collaborated with R&D and cross-functional teams to resolve early-stage issues.
- Attending the on-site calls by visiting customer location if needed.
- Chip level repair for Holoware laptops, Workstation and Desktops.
- Provided technical support to onsite service teams and ensured timely issue resolution.
- Managed IT assets, system imaging, cloning, deployment activities, and remote support operations.
- Providing ESD training to new employees and Creating ESD documents.
Customer Support Engineer and Chip Level Service Engineer - Redington Middle East Trading LLC - Dubai, Kenya, and South Africa
(2014-06 - 2024-02)
To provide technical assistance for the Acer, HP, Lenovo, Dell laptops & Desktops. (Both software and hardware support).
- Resolved complex technical issues and met customer needs via phone and remote support.
- Familiar with Remote support tools like Team Viewer and Any Desk.
- Video conferencing setup with given SOP.
- Basic knowledge on network switch and routers.
- Chip level repair of Laptop and desktop motherboards.
- SMD rework on motherboard up to L4.
- Creating images of windows partitions and cloning the entire hard disk using Imaging Software.
- Knowledge in bit locker encryption and recovery methods.
- Diagnosing and repairing of Laptops, AIO, Tablet and desktops
- Aware of using CRM tools like dynamics and other ticketing tools.
- Providing technical assistance for customer and salesperson.
- Served as an IT hardware engineer in military manufacturing environments in Abu Dhabi at EDGE and Halcon / Server maintenance and network management/ printer installation.
- Installed operating systems and upgraded drivers with necessary software.
- Knowledge in Active directory services.
- LCD Tv/Monitor repair and rework.
- Basic trouble shooting of LAN related issues.
Sr. Chip Level Service engineer - Lemon Learn eservice Pvt Ltd
(2012-10 - 2014-02)
To provide technical assistance for multiple brands laptops for end users.
- Assembling and disassembling of workstations and server.
- Resolving complex issues and meeting customer needs over the phone and remotely.
- Replaced parts for laptops and desktops.
- Managed and supported team by sharing technical knowledge.
- Chip level repair for mother boards.
- Updated and reprogrammed BIOS.
- Ordering parts in CRM system and taking approval with manager.
- Preparation of Daily/ Monthly Report of the Team.
- Checked back-order parts daily and obtained ETA.
- Knowledge in HDD recovery.
- BGA and ICS replacement with proper industrial standard.
- Repair on LCD and monitors.
- Attending the on-site calls by visiting customer location if needed.
Field Application Engineer - Foxconn
(2012-06 - 2012-10)
Supported the assembly line in Dell's manufacturing unit for product failures. Provided support for laptops, desktops, and servers.
- Identified manufacturing faults in Dell products and provided solutions or escalated issues to Foxconn factory in China.
- Conducted visual inspections of goods received in the warehouse.
- Reported damaged goods to Foxconn HQ.
- Created Standard Operating Procedures (SOPs) and provided training to assembly line staff.
- Inspected failure parts in the Field Application Engineer (FAE) lab and monitored assembly line staff to investigate and resolve issues.
Chip Level Engineer - Run service Info care Pvt Ltd
(2009-05 - 2012-02)
- Chip level repair of Toshiba, Wipro and Sony motherboards.
- SMD rework for motherboards up to Level 4.
- Assembling and testing of motherboards as per Industry standards.
- Executed run-in and functional tests on laptops.
- Maintaining repair TAT.
- Aware of complete ESD protection.
- Resolving complex issues in Motherboards.
- Knowledge in DC power supply and multimeter usage for diagnostics.
- Submitted reports to the manager on a daily and weekly basis.
- Installed, configured, and troubleshooted applications.
- Managed DOA laptop repair and return processes.
- Inventory management for components and laptop spares.
- Escalated issues to second-level support when necessary and ensured incident closure within TAT.
- Achieved a repair yield rate of 90%.
