Bivin Mathai
Hyattsville
Summary
Detail-oriented Technical Support Engineer with over 7 years of experience in technical troubleshooting and customer service. Skilled at collaborating with engineering teams to streamline processes and resolve intricate technical problems, ensuring exceptional client satisfaction and operational efficiency.
Overview
18
18
years of professional experience
Work History
Technical Support Engineer
CPI
03.2019 - Current
- Diagnosed and resolved technical issues for diverse software and hardware systems.
- Provided exceptional customer support, ensuring timely communication and issue resolution.
- Collaborated with engineering teams to streamline troubleshooting processes and enhance service delivery.
- Developed and maintained comprehensive documentation for technical procedures and solutions.
- Performed root cause analysis of reported issues to enact corrections.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Documented faults and bugs for referral to development staff for use in updates.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Mentored junior engineers in advanced diagnostic techniques and effective problem-solving strategies.
- Contributed to the development of innovative hardware solutions that increased overall system performance.
- Established strong relationships with clients by consistently exceeding expectations for service quality and responsiveness during critical situations involving technical support needs.
- Participated in industry events and educational opportunities to stay current on emerging trends and technologies in the hardware engineering field.
- Managed inventory of replacement parts and equipment, ensuring availability for urgent repairs or upgrades.
- Coordinated with software engineers to diagnose issues arising from interactions between software applications and hardware components.
- Resolved complex technical problems through thorough troubleshooting and analysis.
Field Service Technician
Diebold Nixdorf
05.2015 - 03.2019
- Conducted on-site maintenance and repairs of ATMs and financial equipment.
- Diagnosed technical issues to ensure minimal downtime for clients.
- Collaborated with cross-functional teams to improve service delivery processes.
- Trained junior technicians on equipment operation and troubleshooting techniques.
- Managed inventory of parts and tools, ensuring timely availability for repairs.
- Provided exceptional customer service, resolving client concerns promptly and effectively.
- Developed comprehensive service reports, documenting procedures and outcomes for future reference.
- Responded quickly to emergency maintenance requests for timely on-call support.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Operated hand tools and power equipment according to company safety procedures.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Provided hands-on training to junior technicians, fostering a culture of continuous improvement within the team.
- Enhanced system performance through troubleshooting, diagnosing, and repairing complex electronic and mechanical systems.
- Continuously expanded knowledge base through ongoing training and certification programs, staying current with industry advancements.
- Maximized operational efficiency by consistently meeting deadlines and maintaining a high level of productivity while adhering to safety guidelines.
- Reduced downtime with proactive identification of potential issues during regular site visits and routine inspections.
- Optimized equipment functionality by performing routine calibration and adjustments to meet manufacturer specifications.
- Improved equipment uptime by conducting regular preventive maintenance and timely repairs.
- Maintained company field response vehicle stocked with repair and replacement parts.
- Minimized operational costs through efficient inventory management of spare parts and tools needed for field service activities.
- Reduced repeat service calls, meticulously performing quality checks after each repair.
- Improved team efficiency with introduction of mobile documentation system, allowing for real-time updates on service tasks.
- Achieved high level of customer trust, consistently providing clear explanations of technical issues and steps taken to resolve them.
- Initiated feedback loop with engineering team, leading to product improvements and fewer field service issues.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Tested systems, noting issues and completing preventive maintenance.
Field Service Technician
NCR
05.2011 - 01.2015
- Implemented preventive maintenance schedules to enhance operational efficiency.
- Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.
- Increased customer satisfaction by providing prompt and efficient on-site support for technical issues.
- Established positive customer relationships by providing punctual, cost-effective solutions.
- Followed safety procedures to avoid injuries in field.
- Streamlined service processes, documenting repair procedures and creating comprehensive reports for each job completed.
- Managed on-site and off-site installation, repair, maintenance, and test tasks.
- Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems.
- Reviewed aspects of job upon completion to alleviate equipment failure and prevent callbacks.
- Maintained company field response vehicle stocked with repair and replacement parts.
- Enhanced customer satisfaction by delivering prompt and accurate service solutions during field visits.
- Improved operational efficiency, meticulously organizing tools and equipment for quick deployment to service calls.
- Achieved significant reductions in equipment downtime for clients, regularly performing preventative maintenance and system optimizations.
- Fostered culture of continuous improvement among field service team, leading by example in seeking out and sharing knowledge on latest industry trends and techniques.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Worked with diverse types of weather and ground conditions.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Inspected, evaluated and calibrated electrical and mechanical systems and components.
- Followed established procedures for inspection of belts, drives and motors, performing needed maintenance.
- Conducted on-site maintenance and repairs of ATMs and financial equipment.
- Managed inventory of parts and tools, ensuring timely availability for repairs.
- Provided exceptional customer service, resolving client concerns promptly and effectively.
- Developed comprehensive service reports, documenting procedures and outcomes for future reference.
- Responded quickly to emergency maintenance requests for timely on-call support.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Operated hand tools and power equipment according to company safety procedures.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Continuously expanded knowledge base through ongoing training and certification programs, staying current with industry advancements.
Service Manager
Bank of America
08.2007 - 05.2011
- Led service operations, ensuring compliance with regulatory standards and organizational policies.
- Developed training programs to enhance team performance and customer service skills.
- Implemented process improvements, resulting in increased operational efficiency and customer satisfaction.
- Managed escalated customer issues, providing timely resolutions to complex inquiries.
- Mentored junior staff, fostering a culture of accountability and professional growth within the team.
- Oversaw daily operations, ensuring consistency in service delivery across multiple branches and channels.
- Resolved customer complaints in professional and timely manner.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored service staff performance and provided feedback for improvement.
- Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
- Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Education
No Degree - Mechanical Engineering
Montgomery College
Rockville, MDNo Degree - IT Certifications
My Computer Career
10-2020
High School Diploma -
Takoma Academy
Takoma Park, MD05-2004
Skills
- Technical support
- Technical troubleshooting
- Problem-solving
- Application support
- Hardware configuration
- System troubleshooting
- Customer support
- Technical documentation
- Software installation
- Root-cause analysis
- Customer relationship management
- Teamwork and collaboration
- Technical expertise
- Product knowledge
- Customer service
- Application installations
- Service calls
- User training
- Server maintenance
- System diagnostics
- Hardware upgrades
- Ticket management
- Call documentation
- Malfunction diagnosis
- Continuous improvement
Timeline
Technical Support Engineer
CPI
03.2019 - Current
Field Service Technician
Diebold Nixdorf
05.2015 - 03.2019
Field Service Technician
NCR
05.2011 - 01.2015
Service Manager
Bank of America
08.2007 - 05.2011
No Degree - Mechanical Engineering
Montgomery College
No Degree - IT Certifications
My Computer Career
High School Diploma -
Takoma Academy