Manoj Kembhavi

Technical Support Engineer with 8+ years in L2/L3 desktop and end-user support, now leading an 8-person data recovery team. Strong in Windows/macOS troubleshooting, Office 365 and Outlook, LAN/WAN connectivity, printers and virus remediation, backed by hands-on hardware diagnostics and data recovery from HDD, SSD and RAID. Known for fast root-cause analysis, clear customer communication and a 97% recovery success rate.

Technical Support Lead (Head of Technical Support & Operations) - Blue Cat Data Recovery Services - Pune

(2023)

• Lead an 8-person team handling 8–9 recovery cases per day, owning each case from diagnosis to closure.
• Maintain a 97% recovery success rate with an average turnaround of 4–5 days on physically and logically damaged HDDs, SSDs, RAID arrays and surveillance storage.
• Diagnose hardware, firmware, logical and file-system failures using PC-3000, Disk Drill, R-Studio and Stellar.
• Primary escalation point for the most difficult cases, with clear technical communication to customers.
• Protect data integrity and customer confidentiality on business-critical recoveries.
• Contribute to workflow optimisation, tooling evaluation and standardisation of support processes.

Senior Technical Support Engineer - Blue Cat Computers - Pune

(2017 - 2023)

• Resolved 9–10 L2/L3 tickets per day for IT professionals and client systems, covering hardware and software faults.
• Managed the full issue lifecycle in Bytephase: reproduction, diagnostics, root-cause analysis, resolution and documentation.
• Delivered remote support through TeamViewer and AnyDesk and on-site support for OS errors, Office 365/Outlook issues, network connectivity, printers and hardware failures.
• Carried out virus remediation, patch updates and preventive maintenance to reduce repeat incidents.
• Worked with cross-functional teams to validate fixes and prevent recurrence.
• Wrote internal troubleshooting guides and knowledge-based articles that improved support consistency.

Bachelor of Engineering - Mechanical - Savitribai Phule Pune University

Diploma in Mechanical Engineering - Mechanical Engineering - Bharati Vidyapeeth’s Jawaharlal Nehru Institute of Technology