MAYxxxxxx - Seasoned Technical Support Engineer With 15 Years Of Experi Job Profile in Mountain View, CA

**Comcast, New Jersey (Remote)**  

Customer Account Executive 4, Commercial Technical Support  

*May 2021 - Dec 2024*  

- Provided prompt resolution to customer inquiries and technical issues via phone, chat, and email.  

- Handled devices including Cisco, Technicolor, Netgear, and Arris routers and modems.  

- Utilized Salesforce and CAFE ticketing systems for customer account management.  

- Achieved First Call Resolution, enhancing customer satisfaction through effective troubleshooting.  

- Identified process improvements to enhance service quality.  

**NCR Corporation, New York**  

Customer Engineer II  

*Jun 2016 - Apr 2021*  

- Serviced electromechanical equipment like ATMs and self-checkout systems.  

- Managed hardware maintenance, installation, and software support within an assigned territory.  

- Cultivated strong relationships with customers based on Service Level Agreements (SLAs).  

- Performed system overhauls and preventative maintenance to minimize technical issues.  

**Tech Mahindra / Telus, Pune, Maharashtra**  

Senior Support Engineer  

*Jun 2012 - Nov 2015*  

- Provided excellent technical support as part of a team supporting a Canadian ISP.  

- Worked with DSLAMs and network aggregation devices, utilizing Salesforce and LYNX for ticketing.  

- Participated in high-impact outages and documented troubleshooting actions.  

**vCustomer / Linksys, Pune, Maharashtra**  

Senior Technical Support Engineer  

*Jan 2006 - Jun 2012*  

- Supported Linksys networking products including routers, switches, and hubs.  

- Configured and troubleshot wired and wireless networking devices for corporate clients.  

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**EDUCATION**  

**University of Pune**  

Bachelor of Engineering, Electronics and Telecommunications  

*November 2005*  

**Maharashtra State Board**  

Diploma in Industrial Electronics  

*June 2002*  

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**SKILLS**  

- Problem-solving & Analytical Thinking  

- Technical Proficiency in Software & Hardware  

- Customer Service & Communication Skills  

- Troubleshooting Abilities & Time Management  

- Knowledge of Network Protocols & Teamwork  

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**AWARDS AND RECOGNITION**  

- Comcast Business EXCEL Award (EXcellent Customer Experience Leader) - November 2021  

- Appreciation email from NCR managers for good work in handling escalations.  

- Associate of the Month from Tech Mahindra Ltd.  

- Rising Star from Tech Mahindra Ltd.  

- Certificate of Appreciation from Tech Mahindra Ltd on behalf of Team Telus.