Customer Support Service Delivery

Contacts:

Email:*************@*****.***

Phone: 929-***-****

LinkedIn: Hemilton Patel

Current Employment

Presently worked as a Service Delivery Manager in Nexroot Solutions Pvt. Ltd. at Ahmedabad in the field of Printer Monitoring Software (MPS). Installation of MPS software & Monitoring of software & Customer satisfaction is the key role.

I am handling MyQ app software for the last three years. one of the MyQ authorized channel partners. Currently, in MyQ I have known of MyQ patch 8.2 later and MyQ 10.1 Patch-2 and Patch-3 print server. and central server 10.1- Patch-2.Also handing HP Makes A3 and A4 Printers

Skills:

Fault Finding Expert

Multifunction copier

Printer & worked in MyQ print monitoring software

Education:

DIPLOMA ELECTRONICS AND COMMUNICATION

ENGINEERING

B & B POLYTECHNIC,

V.V.NAGAR-India

Oct 1994 - Apr 1999

B.E.-ELECTRONICS AND COMMUNICATION ENGINEERING

L.D. COLLEGE OF ENGINEERING, Ahmedabad-India

2003 - May 2015 (PART TIME)

Work Experience

Customer Support Executive Unicom Infotel Pvt. Ltd., Ahmedabad Jan 2015 - Jun 2020

Worked as a Customer Support Executive in UNICOM INFOTEL PVT LTD at Ahmedabad in the field of CANO Digital printers Color copiers up to 65 CPM & Multi-functional Devices with Networking. Maintaining AMC contracts updating existing AMC contracts and following up for new AMC contracts once the warranty expires

Enhanced revenue for the technical department by getting AMC contracts and selling spares/ consumables of Toshiba & Konica office automation products like Printers & Photocopiers

Studied tenders and RFQs (technical aspects) of office automation products for AMC & preventive maintenance contracts

Prepared preventive maintenance schedules for existing AMC customers and ensured their completion with the help of Helpdesk staff and co-colleagues

Extended technical support for Canon Printers like IR2002, IR2002N, IR2202N, Canon Color Photocopiers like IRC2220, IRC2550i, 2880i, IRC4580i, Canon B & W Photocopiers from 16cpm up to 55cpm

Efficiently handled printing & Imaging support team of 5 on- site engineers and 2 TRC engineers was mainly responsible for handling

Organization’s key customers like L & T, Alembic, ABB, and Reliance mono and heavy-duty B & W and color printers’ facility

Pre-Sales Support:

Understand the customer requirements either by visiting the customer personally or by studying RFQ & Tenders and then suggesting to the sales team the correct model of the product with its solution as needed

Handled specification part (technical aspect) in RFQ/Tender for office automation products and AMC contracts Responsible for an Installation & Commissioning of the product/solution or execution of the AMC contract once we awarded any RFQ/Tender

Customer Support Engineer HCL Services Ltd, Vadodara Apr 2012 - Nov 2014

I worked as a Customer Support Engineer in HCL SERVICES LTD at Vadodara in the field of Toshiba to make Digital printers, Color copiers up to 55 CPM & Multi- functional devices with a Networking facility. &, also, I handled Konica Minolta Production Printer up to 105 CPM speed

Extended technical support for the Toshiba & Konica Products- Printers like e163- e206, e165- e207, e181- e182, e255- e355, Toshiba Color Photocopiers like e2820c, e3520c, e4520c, Toshiba B & W Photocopiers from 16cpm up to 55cpm

Was mainly responsible for handling Organization’s key customers like L & T, Alembic, ABB, Reliance Mono, and heavy-duty B & W and color printers

Sr. Service Engineer Kyocera Mita India Pvt. Ltd., Ahmedabad Aug 2011 - Dec 2011

Due to the Merging of KILBURN OFFICE AUTOMATION LTD & KYOCERA MITA INDIA PVT LTD

I worked for four months as Sr. Service Engineer in KYOCERA MITA INDIA PVT LTD(a multi- National Company) at C.G. Road, Ahmadabad in the field of Kyocera-Mita- Digital printer with Networking facility Plain Paper Copier, Color copier & Multifunctional Devices

Work Experience

Service Manager Kilburn Office Automation Ltd., Ahmedabad Jan 2001 - Aug 2011

Ten years & eight months Working Experience as Branch Service Manager in Kilburn Office Automation Ltd at Ashram Road, Ahmadabad in the field of Kyocera- Mita- (Analog & Digital) with Networking facility Plain Paper Copier, Color copier & Multi- functional Devices & also I was handing banking products like Coin vending machine, Note Counting Machine, Bundle strap machine, shrink wrap machine, Check depositing Machine, Digital Postal franking machine. Also, I have handled Consumables & spare business & AMC/ CAMC/ FSMA business. I have done an excellent collection of AMC/CAMC & Consumable & spares business also handled Daily Call allocation of engineers & store responsibility

Efficiently managed a technical department of 20+ Engineers

Supervised call co-ordination of all on-site calls Monitored AMC contracts maintained existing contracts and followed up on new contracts to achieve service target Liaised with vendors for spares Formulated tenders and RFQs (Pre-Sales) for printing & imaging products and conducted preventive maintenance of ICT equipment for Government, Corporate & NGO clients Responsible for Kyocera IT products for their warranty support Provided pre-sales and technical support for all types of Kyocera products like Printers, Scanners, Projectors

Pre-Sales Support:

Understand the customer requirements either by visiting the customer personally or by studying RFQ & Tenders and then suggesting the sales team with the correct model of the product with its solution as needed Handled specification part (technic aspect) in RFQ/Tender for office automation IT products and AMC contracts

Responsible for Installation & Commissioning of the product/ solution or execution of the AMC contract once we awarded any RFQ/Tender

Work Experience

Apprentice Trainee Fag Bearings Ltd Vadodara, Vadodara Jan 2000 - Jan 2001

One year apprentices training as D.E.T. In FAG Bearings India Ltd at Vadodara. Knowledge of Working and maintenance of CNC machines and programming of SIEMENS PLC Using STEP 7 software. Repairing of A.C. And D.C. drivers, three- phase induction motors

Service Engineer Daffodil Services, Ahmedabad Jun 1999 - Dec 1999

I had served in DAFFODIL SERVIES, Mani Nagar Ahmedabad in the post of service Engineer in the field of FAX machines

Service Engineer MCBS, Gandhinagar Dec 1997 - May 1999

One and half Year Experience in MCBS Gandhinagar. Knowledge in Testing of Modulator, Synthesizer, and Oscillator in production dept. and installing CATV Systems. Working Experience in CCTV Dept. in Repairing B/ W and color cameras and Video Switchers. Quid display and installation of CCTV System and pan and pan-Tilt unit

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