Engineer Support
Resume:
A Major with Extensive Exposure to Customer Support for Issues dealing with Software s
Currently Aspiring to Explore
Sumit Chugh
New Delhi, India
*****.*****.**@*****.***
BRIEF OVERVIEW
Strong technical expertise and experience of 7 years in Supporting Customers around the globe.
Excellent Command over Written and Spoken English, Hindi and Punjabi.
World Around experience in handling customers of (New Zealand, Sweden,US and India.)
Clients
Designation
Areas
Duration
Technapse Tech, India
Service Support Lead
Support Head
Aug 14 – Dec 16
Intel India & USA
Support/Wireless
Wireless support
Aug 09 - Feb. 12
HCL Tech, India
Support & QA
Software support
May 07 – June 08
Satyam India &NZ
Support Engineer
Air New Zealand.
April 05 – Mar 07
ACADEMIC QUALIFICATIONS
Technical Qualifications :
Punjab Technical University (A. I .E.T Faridkot)
(B-Tech) Bachelors in Technology, Computer Science June 1999 - June 2003
All India Institute of Management Studies (AIIMS)
Graduate Diploma in International Business Management Nov 2002 - April 2003
Indian Management Training and Research Institute (IMTRI) Feb 2003 - April 2003
Graduate Diploma, Market Research and Management
EXPERIENCE SUMMARY
Intel India Wireless Support Engineer Oct 08 – Aug 12
Roles and Responsibilities:
Checking the Newly Released Intel's Wi-Fi / Wimax Products in Labs.
Receiving Calls from Customers during Installation Process and Resolving the issues
Reporting the Unsolvable issues to the Development Team Sitting in the US
Arranging Call Backs for the Customer while their issues are being Tracked on
Setting UP Servers and Network Sites through Remote Management
Recording Data Speeds and Reporting them to the Network Sites and Getting them Fixed with right Support
Marking Customers Queries as Urgent when the issues were very important to be handled
Sitting with Team and Giving them Knowledge Transition so that Customer Queries Can be resolved with Ease
Giving All the Technical Support Possible to the local as well as International Customer
Prioritizing Customer Satisfaction index over Average Handling Time Of Calls
Generating a REPORT at the End of Day with Resolve/ Unresolved Customers.
Intel, USA Onsite - Knowledge Transfer expert
Roles and Responsibilities:
Understanding the Wi-Fi/Wimax developed By Intel in the US
Getting Complete Knowledge Transfer in the product and Using / Saving it for future Call Resolutions
Installing the Wimax/Wi-Fi Softwares on the customer sites.
Testing the solutions after each new release on all the platforms including (Vista 32 and Vista 64), Linux and Redhat Based versions
Testing the Client – Server for the Wimax Connected to the Base Station.
HCL Technologies, Gurgaon (India) May 2007- June 2008
Project: Support for CORISE (Colorado Rehabilitation Information System for Employment), Product by HCL to Colorado STATE US
Roles and Responsibilities:
Application Support for CORISE, a Rehabilitation Based Application launched in Denver Colorado produced By HCL
Receiving Calls from the Customer during different installation Procedures and Supporting the Customer with all the Issues
Reporting the Irresolvable issues in the reporting tool so that the Development Team Takes Care of the Issue and helps resolve it
Marking the Calls as URGENT / IMPORTANT and routing it to specific Level 2 Helpdesk
Making sure to attend Each Customer Call with High Detail Oriented Approach and Giving a 100 % Resolution to most of calls
Checking the Product Installation In-house and reporting the issues to the local Management Team during Alpha phase.
Making Sure all Calls are answered To Perfection with no Customer pending Resolutions
Air New Zealand, Auckland Aug 06 – Mar 07
Project: AIR-NZ Booking Engine Support / Testing - Resolving Booking Difficulties/ Issues
Understanding the Functionality of various components involved in the booking engine Architecture.
Designing Test Plan and breaking up the functionalities in different phases of execution with resource allocation, management and approximated Timelines.
Designing the Test scripts for all possible cases of interaction with engine from user’s perspective.
Executing the Test scripts and supporting the Business Analyst with conclusions.
Coordinating with the developer in Setting up of the Test environment for execution of cases.
Constructing the Test data with Live Booking analysis.
Locating bugs while executing the test cases and logging them for developers on I-TOOLS as a common bug tracking database
Setting up priorities for various bugs evaluated and ensuring timely removal by Regression Testing.
Generating Reports of Bug- History and Removals thereby ensuring a 100 % QA.
ACADEMIC ACHIEVEMENTS
Technical Achievements:
Member, I.S.T.E Indian Society of Technical Education.
Paper presentation: 3G networks, Evolution and Future.
Software Model Construction and Display: QOS in GPRS Mobile systems.
PERSONAL DETAILS
Date of birth: 10TH November 1980 Passport number: E1500732
Marital Status Single
Languages known: English, Hindi, Punjabi.
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