Customer Service Engineer

RESUME

Prakash H.N.

G-***, Sreenanda Classic e-mail: **********@**********.***

Rahtani, Near Hotel Kunal Garden **********@*****.**.**

Pune – 411 027 Contact No: +91-973*-****-**

OBJECTIVE:

To scale the heights in the field of Design & Development by contributing my best towards the growth of the company and to utilize every opportunity to evolve on the professional front.

WORK SUMMARY:

3 months as PLM Package Solution Consultant at IBM India Pvt Ltd.: Assists clients in the selection, implementation, and support of the Dassault application portfolio.

One year as EnoviaV5 multisite replication administrator (onsite-offshore).

One year as PLM Consultant onsite, at Sweden: Senior Software Engineer at

L&T Infotech Ltd

Three years in Maintenance and Support at Geometric Software Solutions Ltd.: Maintenance and support for PLM products of Dassault Systemes.

One year in CAD application Support and Training at Autodesk Inc.: Support, training and customization of the manufacturing solution products of Autodesk.

One year in designing of pressure vessels, reactors, storage tanks, condensers, piping layout and creation of 2D and 3D models of these structures.

Two years in CAD application: Modeling, Assembly, Detailing and Analyses of components and customization using Visual LISP.

SKILLS:

CAD Packages : Catia, Inventor, Pro/E, MSc Nastran, Solidworks,

Mechanical Desktop, AutoCAD and Visual LISP.

PLM/PDM : Enovia, VPM Navigator, 3Dcom, Autodesk Vault.

Testing : Interactive Testing, Functionality Testing and Help Testing.

Others : UNIX shell scripting, Perl scripting

Had been trained and graded on Advanced English Language

Skills and Customer Service Skills by NEXT, Bangalore.

Operating Systems : Windows 95/98/2000/NT/XP and UNIX.

EDUCATIONAL QUALIFICATION:

Bachelor degree in Mechanical Engineering from University Visvesvaraya College of Engineering (UVCE), Bangalore University with first class.

WORK EXPERIENCE:

Senior Software Engineer - L&T Infotech Ltd., Pune from May 2008 to Mar 2011.

1. PLM Administrator – from April 2010 to Mar 2011

Working as PLM administrator taking care of Enovia VPLM multi-site database replication. The replication process is to be carried between USA & Japan.

Key Responsibilities:

• Support Service to manage Enovia-VPM Navigator Replications

• Monitor database replication import/export process on daily basis

• Package creation for data export as per client requirement

• Schedule import & export process as per client requirement

• Monitor the import/export process, resolve the errors if any

• Resolution of login problems

• Resolution of vault problems

• PMR Management

• Server Hot Fix Application

• Q-Rep problem resolution

• Resolution of MQ-FTE problems

• Assist with Operating System, Enovia, CATIA and database upgrades

• Perform Multi-site package imports, exports, and acknowledgements

• Initiate and Manage Confirmation of package transfers between Japan and USA sites

• Analyze imported packages for errors and anomalies

• Co-ordinate between USA & Japan sites for multisite replication processes.

2. PLM Administrator – at Sweden from June 2008 to March 2009.

The Swedish client is a global company with operations in Europe, Latin America, Asia, Africa and Australia. World’s third largest make for heavy trucks and the world’s third largest make in the heavy bus segment.

Key Responsibilities:

• Enovia VPLM/Catia Installation, Configuration and System Administration

• Setup of CatiaV5 in different environments

• Manage CATSettings (Tools Options)

• Setup of Vaults

• Setup of VPLM modules like FileIntrospection, Translation Manager, etc.

• System Administration of users, access control (P&O), etc

• Data management to Setup DMC (Data model), Migrate data and System maintenance e.g. clean up data

• LCA Navigator Installation, Configuration and System Administration

• Web Infrastructure knowledge to test application and communicate with WebSphere and other Infra competence

• Participate in Functional Area Development (FAD) meetings and contribute for improving the application usage.

• Providing solutions for Change Request Description (CRD) through Change Control Board (CCB) decision.

• Creation of Software Design Description (SDD) documents for the respective FAD.

• Maintain PLM working environment in all the global locations of the client.

• Creation of Catia VPLM selector to enable users for access to various available environments.

• Preparation of batch scripts to install Catia, Enovia, Service packs and hot fixes on both Windows client and Unix Servers.

• Installation, troubleshooting and technical support for Enovia/Catia users.

• Take care of all the different environment settings, create new environments and modify them as per new development needs.

• Weekly deployment of the settings.

• Involved in creating Vault Cache setup at client office in Brazil.

Maintenance and Support Engineer – 3dPLM Division from March 2005 to May 2008.

Geometric Software Solutions Ltd., Pune.

Geometric Software Solutions is a CMMI Level 5 company and the leading PLM services provider with over 20 years of experience in CAD/CAM/CAE and PDM.

3D PLM Software Solutions Ltd. is a joint venture between Geometric Software Solutions Co. Ltd. and Dassault Systemes.

Key Responsibilities:

• Reproduce the problem submitted by the Business Partner/Customer

• Define the origin of the problem i.e. bug, known restriction or trouble due to improper design methodology, wrong installation, etc.

• Analyze in collaboration with development teams in the definition of the solution by describing the expected result, to validate (or refuse) the solutions provided by the development lab and to be involved in the definition of methodological and technical documents in order to optimize the use of the DS’ products and to answer customer’s expectations.

• Communicate development answer: correction, by-pass, and technical explanation to customer after reviewing it.

• Consistently maintain excellent customer service along with weekly targets and high Quality Index for the cases.

• Act as the maintenance focal point at DS to manage Critical Situations / Must fix problems and be Maintenance Release Manager for Hot Fix: on a given Service Pack of a given release, manage deliveries and build of Hot Fix

• Discuss new Highlights, Enhancement among the team members and to provide feedback/suggestion to the development team.

Product Support Engineer - Mfg. Solutions from March 2004 to January 2005.

Autodesk Inc., Bangalore.

Autodesk is the world leader in CAD and Multimedia software development. Autodesk serves the manufacturing, building, infrastructure, digital media and location services industries with its wide range of software products.

Key Responsibilities:

• Analyse, test and reproduce issues logged by customers. This involves Licensing, installation, configuration, usage and product issues with significant amount of troubleshooting.

• Define the origin of the problem i.e. bug, known restriction or trouble due to improper design methodology, wrong installation, etc.

• Use GUI or VBA macros (if required) to provide timely resolution.

• Log issues with the developers, communicate with the Development organisation and keep track of the issues to inform the customer / resellers about the fix.

• Document issues as technical articles to be published to the Support website.

• Consistently maintain excellent customer service and QA ratings.

• Test and review the Tutorials and Autodesk Official Training Courseware.

• Prepare ‘Product Support Readiness Plan’ prior to the release of new versions.

• As an ongoing process to improve the quality of the support, work closely with other team members by discussing technical issues. Manage and deliver multiple priorities (such as testing, product support, and e-learning creation activities) on committed deadlines. Work in different shift schedule for 24X5 support delivery.

Design Engineer from April 2003 to February 2004.

Sieco Engineers Pvt. Ltd., Bangalore.

Sieco Engineers, well known in Industrial circle as SIECO is an established engineering division engaged in undertaking Turnkey projects, project consultancy, Design, Fabrication, supply, erection and commissioning of process plants.

Some of the major clients of Sieco are Aquatech International, USA, Jesco Resources Inc., USA, Bechem OKS Lubricants Pvt. Ltd., Mysore, Natural Remedies Pvt. Ltd., B’lore.

Projects Undertaken:

1. Design and modeling of Extractors, Reactors, Condensers and Storage tanks for Natural Remedies, B’lore for their EOU plant: As per customer’s requirement for the herbal extraction, these equipments were designed to work for a pressure range of 5-10 kg/cm2 and temperature range of 200-2500 C, material construction was SS304 & 316 and maintaining GMP norms. A team of four Engineers carried out this entire project over a period of about eight months. My part of work involved to generate proposal, approval and detail drawings and to create 3D assembly models with animation.

2. P&I diagrams for piping of the above project.

CADD Engineer from March 2001 to March 2003.

CADD Center Training Services Pvt. Ltd., Bangalore.

CADD Center training Services is a part of the CADD Centre group of Companies, which has more than 50 branches all over India and 3 branches abroad. This is 14 year old CAD Company having four divisions in its group. It is a complete CAD solution provider involved in activities like Projects, Training, marketing of CAD application and Technical support.

Key Responsibilities:

• Imparting customized training programs on various CAD products.

• Solving technical queries related to CAD products.

• Presenting seminars and demos on the application of various CAD products.

• Installation, troubleshoot and after sales support for CAD products.

• Training the trainee CADD Engineers of Bangalore and other branches

• Corporate training for industries like Titan, MacNelly, BEML and Metal Impacts.

• Got Instructional Excellency for training from Internal Training Academy, a branch that trains Engineers for CADD Center.

Projects Undertaken:

Contributed my best in a team for the following projects.

1. Design and automation of ‘Automatic Filling Machine’ for British Biological Ltd., B’lore. This machine is used for automate filling of powdered products like urea, compost and other products. The design, modeling and drafting was done using Solidworks.

2. Designing of SPM for molding & curing of Clay pipes for Karnataka Sanitary, B’lore. The modeling and drafting was done on Pro/E.

3. Designing and modeling of Necking dies of perfume and medicinal bottles for Metal Impacts, B’lore carried out on Pro/E.

Personal Information:

Permanent Address : S/o H. K. Nagaraj Bhatt

No. 126, 1st Cross, Vidyanagar

Shimoga – 577 203

Date of Birth : 30th January 1977

Nationality : Indian

Marital Status : Married

Passport Status : F 3117974 valid till 2015

Visa Details : USA B1 valid till 2017 (Multiple Entries)

USA L2 valid till 2014.

Languages known : English, Hindi & Kannada

Date: (PRAKASH H.N.)

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