Aurora Chowdhury
Technical Support and Field Service Engineer
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About
Technical Support and Field Service Engineer with 8+ years of experience troubleshooting hardware, software, network connectivity, and customer-facing technical issues. Experienced with software installation, system testing, preventive maintenance, technical escalations, service documentation, and onsite equipment support. Strong problem-solving, customer service, communication, and leadership skills with experience supporting high-volume ATM environments.
Experience
Customer Engineer II - NCR Corporation - Atlanta, GA
(2022-06)
Provide onsite technical support and maintenance for ATM systems, resolving hardware, software, connectivity, and operational issues.
- Perform software installations, system testing, maintenance procedures, diagnostics, and equipment servicing for approximately 8 ATMs daily.
- Troubleshoot network outages, configuration errors, and complex networking issues in collaboration with support teams.
- Handle technical escalations, prioritize service calls, resolve issues, and implement field change orders.
- Create detailed engineering logs and hardware/software test-failure reports to support troubleshooting and service improvements.
- Supervise other field engineers during installation and troubleshooting activities to maintain service continuity.
- Completed 25% of a 600+ ATM go-live project, with one Ohio region brought online within two months.
Field Service Engineer - HYOSUNG - Irving, TX
(2018-03 - 2022-05)
Installed, repaired, configured, and maintained ATM systems and related equipment across an assigned geographic territory.
- Performed preventive maintenance, diagnostics, testing, cleaning, software loading, and equipment performance checks.
- Troubleshot network outages, configuration issues, and complex technical problems in collaboration with support teams.
- Communicated with customers and third-party partners regarding technical issues, service requests, and customer-service inquiries.
- Maintained service records, operating information, engineering logs, and hardware test-failure reports.
- Scheduled service calls based on customer location and urgency, coordinating work to meet service needs.
- Demonstrated equipment operation and servicing procedures to customers and provided onsite technical guidance.
Education
Associate - Engineering Technology - Queensborough Community College of The City University of New York (2017-08)
