Engineer Manager

Purnima Nair CAPM

***** **** ****** **, ****, Texas 77450-1000 phone: 281-***-****

email:************@*******.***

SUMMARY

. Qualification: BE in Electronics and Telecommunications Engineering

. Certified Associate in Project Management (CAPM), PMI, Houston 2009

. PMI Member # 1599679

. Completed training in Informatica (Data Warehousing)

. Skills: Customer Support, Support team management, MS Office products

(Word, Excel, Access, PowerPoint), Java, SQLServer Java/JSP/HTML.

. Experience: Have 3 years Customer Support experience at various

levels.

. Desired Job Types : Employee/Contract, Full-Time

. Location: Houston.

. Date of Availability: Immediate

. Work Status: Can work for any employer in the US.Green Card holder.

WORK EXPERIENCE

9/1997 - 8/1999 SPANCO TeleSystems Ltd.,Mumbai, India

Assistant Manager - Customer Support

SPANCO was a dealer for Alcatel and Shyam Telecom equipment and

services.

. In-charge of the customer support cell and was managing 20 support

engineers, in-house as well as field engineers. The work involved

effort estimation, support call scheduling and staff time

management.

. Responsibilities included telephonic support and delegating onsite

support and trouble-shooting to engineers. The products supported

and distributed included V-SAT equipment, Single Channel and Multi

Channel radio systems, Wireless radio equipments, Telecom related

custom developed software solutions and other Telecom equipment

(eg: EPABX systems).

. Responsible for attending to, documenting, troubleshooting and

providing solutions to problems faced by customers. Came up with a

FAQ/Knowledge bases system to help the support engineers walk

through troubleshooting steps in determining issues and providing

fixes, resulting in faster response to client requests.

. Provided on-site training and pre-sales technical presentations to

clients.

. The team was reporting directly to the head of company's R & D

division. Documented and transferred enhancement requests and

suggested solutions and innovative ideas as R&D inputs to the

product development team.

. Well versed in handling the various moods and tastes of the

clients. Made sure that client requests are attended to and

resolved quickly. This resulted in excellent feedbacks and more

business for the organization.

10/1996 - 8/1997 Bhawani Telecom Pvt. Ltd., Mumbai, India

Service Engineer

. Part of SPANCO TeleSystems Ltd. Worked as an in-house service

engineer. Responsibilities included troubleshooting telecom

equipment, helping the R&D department in innovation projects.

. Providing telephonic support and technical training to clients.

. Made new EPABX cards from PCBs. Indigenously designed EPABX

systems.

EDUCATION

. CAPM (Certified Dec 2009)

. Attended PMP Certification review course (35 Hrs) from PMI Houston

(10/2009), Houston.

. Bachelor of Engineering in Electronics and Telecommunication from

University of Mumbai, (6/1996), India.

. Six months certificate course in Web programming using Java, SQL

Server and HTML, (4/2000) NIIT Mumbai, India

PERSONAL DETAILS

. Born on 20th December 1972, married with 2 children

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