Dinesh V. Prabhune
Pune
Summary
Experienced Technical Support Specialist with 22 years in installation, commissioning, and troubleshooting of healthcare imaging systems. Expertise in rapid diagnosis of hardware and software issues and modality networking within radiology environments. Strong communicator with a proven ability to build client relationships and resolve complex technical problems efficiently.
Overview
3
3
Languages
1
1
Certification
26
26
years of professional experience
Work History
Technical Support Specialist CR and DR
Carestream Health India Pvt Ltd
Mumbai
02.2016 - Current
- Provided technical and remote support for field teams across India and cluster countries.
- Resolved customer issues for Carestream Health India medical imaging systems.
- Handled inbound customer calls to provide first-level support and remote troubleshooting for service equipment and customer accounts.
- Diagnosed hardware and software faults using remote support tools.
- Guided users through installation, configuration, and basic troubleshooting steps.
- Supported equipment uptime through timely issue resolution.
- Escalated complex incidents to engineering and field service teams.
- Coordinated with teams to resolve complex customer service issues.
- Oversaw technical and part escalations to ensure timely resolution of issues.
- Worked with service engineering on problem management.
- Managed spare part costs to align with service margin goals.
- Facilitated depot repair activities and conducted offline product training to enhance spare part cost control.
- Delivered product training in India and outside India with channel engineers.
- Logged service requests in ticketing systems and tracked follow-up actions.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Products handled and supported are Detectors like Focus plus.DRX Core Full Room DR systems like DR Evolution ,DRX1 systems.DRCXCompass,Horizon Systems
- Trained customers on product usage, maintenance, and error handling.
- Coordinated between field support and R&D teams.
- Resolved customer issues related to operating systems, network connectivity, software applications, and hardware components.
Regional Technical Support
Carestream Health India Pvt.Ltd
Mumbai
10.2014 - 01.2016
- Managed technical support operations across the West region in various settings.
- Coordinated technical issue resolution, escalated support to country level, and managed installation and spare part logistics in West region.
- Led a team of 25 engineers, including company and contract engineers, to ensure effective technical support delivery.
- Developed innovative solutions that improved team outcomes and enhanced service delivery.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained updated knowledge through continuing education and advanced training.
- Supported team operations from the Mumbai head office.
- Managed a range of products including Focus Plus detectors and DR systems like DR Evolution and DRX1.
- Product Handed are CR Classic.CR Max ,CR Vita and CR Flex
- Dry laser Printers like DV5700,DV6950 and DV6950
Executive Technical Services and Assistant Manager Technical Services
Carestream Health India Pvt.Ltd
Mumbai
08.2008 - 09.2014
- Provided field support across western and northern Maharashtra, ensuring optimal equipment performance and customer satisfaction.
- Delivered customer support, installation, and commissioning of equipment while managing customer relationships.
- Managed annual contract collection, equipment maintenance, and service support, facilitating timely payment follow-up and revenue collection.
- Managed a team of eight contract-based engineers in Pune, overseeing daily operations and project assignments.
Field Application Engineer
Digitech Services
Pune
12.2004 - 07.2008
- ( Kodak Health Imaging Products (now changed name to Carestream Health India Pvt Ltd) - Provided authorized service to clients for Kodak Health Imaging Products.
- Delivered service support for Kodak Health Imaging products, overseeing installation and commissioning of Dry Laser cameras and computed radiography systems to enhance client satisfaction.
- Installed software and provided technical support for Health Imaging and Dental Imaging Software, facilitating seamless user experience.
- Managed operations across Western and Northern Maharashtra and Goa, ensuring timely service delivery.
R&D Engineer
Sakar Electronics
Pune
01.2003 - 11.2004
- Conducted research, development, and testing of innovative lighting products for clients including PHILIPS, WIPRO, and ANCHOR, contributing to their competitive edge.
- Assembled PCBs using innovative techniques, improving overall product performance and reliability.
- Handled products including electronic ballasts, compact fluorescent lamps, and emergency lamps, ensuring quality and compliance with industry standards.
Design and Verification Engineer
Silicon Magic Tech. Pvt. Ltd.
05.2001 - 09.2001
- Verified RTL designs for semiconductor projects at Silicon Magic Tech Pvt. Ltd.
- Developed testbenches using SystemVerilog and UVM for design validation.
- Created assertion checks for functional coverage and protocol compliance.
- Designed models using VHDL or Verilog, synthesizing them with synthesis tools to ensure functionality and performance.
- Developed synthesizable model for 8155 Programmable Peripheral Interface and Timer project, simulating 256x8 RAM, 14-bit Timer, and 3 I/O ports using top-down partitioning. Compiled VHDL model in LEONARDO SPECTRUM and simulated in MODELSIM.
Education
B.E. - Electronics
K B P College Of engineering Satara
01-1999
Skills
- Medical imaging systems
- Remote support troubleshooting
- Troubleshooting diagnostics
- Software installation
- System installation support
- Hardware diagnostics
- Technical issue escalation
- Ticketing systems
- Service delivery management
- User training facilitation
- Problem solving
- Customer interaction
- Remote desktop support
Personal Information
Title: Remote Technical Support Specialist CR- Hardware / SW (India/Cluster Countries)
Languages known
English . Marathi . Hindi
Other Qualifications
- Diploma in VLSI Design from Silicon Magic Tech Pvt. Ltd , Pune.
- Completed DR Training from Genoa in Sept 2011
- Completed DRX and Xray Training From Allenger Medical System.
- Selected for the Yellow Belt certification program in Year 2020 by Carestream HealthCare.
Languages
English
Advanced (C1)
C1
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Certification
- Lean Six Sigma Yellow Belt certification(2020)
Accomplishments
- Super Star Club Awards for consecutive 2 Years( 2023 And 2024) Award Money -500$
- Top performer Award for Remote Technical Remote support( Year 2025) Rs.7000
- Runner Up Award for Remote Technical Remote support ( Year 2026) Rs 5000
Timeline
Technical Support Specialist CR and DR
Carestream Health India Pvt Ltd
02.2016 - Current
Regional Technical Support
Carestream Health India Pvt.Ltd
10.2014 - 01.2016
Executive Technical Services and Assistant Manager Technical Services
Carestream Health India Pvt.Ltd
08.2008 - 09.2014
Field Application Engineer
Digitech Services
12.2004 - 07.2008
R&D Engineer
Sakar Electronics
01.2003 - 11.2004
Design and Verification Engineer
Silicon Magic Tech. Pvt. Ltd.
05.2001 - 09.2001
B.E. - Electronics
K B P College Of engineering Satara