Insight and Fiery Application : CWS, Wireshark tool, Printer Manager, Print Console, Ultra Print
Guru Prasad R
Technical Support Engineer
Bengaluru
Summary
Experienced Technical Support Engineer with a strong track record of resolving complex software and hardware issues. Specializes in large-format printers, CTP systems, Fiery DFE product. Proficient in utilizing tools such as Jira and Salesforce for defect reporting, diagnosing issues, and collaborating with teams to provide timely solutions. Demonstrates expertise in minimizing downtime, enhancing customer satisfaction, and streamlining technical support processes to optimize efficiency and reliability.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Technical Support Engineer
Fiery Digital Imaging India Private Limited
02.2024 - Current
- Provided expert technical support to clients, resolving issues related to software and hardware
- Diagnosed and troubleshot technical problems via phone, email, and remote access tools.
- Collaborated with engineering teams to escalate and resolve complex technical issues, ensuring timely solutions without breaching SLAs
- Extensive experience in Defect Reporting and Tracking using Jira
- Reproduce issues in our environment and collect logs to help developers analyze issues quickly
- Verifying the patch or the fix given by the developer before releasing the solution to partners
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
Technical Support Engineer
Insight Print Communications Pvt Ltd
12.2020 - 02.2024
- Installed, maintained, and repaired CTP systems (KODAK, SCREEN, FUJI) and large-format printers, ensuring smooth operation.
- Provided technical support and training to customers, improving satisfaction and ensuring proper equipment use and maintenance
- Collaborated with the sales team to identify opportunities, contributing to increase in new installations
- Maintained accurate service records, including repairs, parts usage, and labor, to ensure efficient resource management
- Developed processes to improve technical support efficiency and troubleshoot customer issues effectively
Field Service Engineer
Lordz Digital Systems
08.2017 - 12.2020
- Installed, maintained, and repaired industrial large-format solvent printers, eco-solvent printers, and laser engravers
- Diagnosed and resolved technical issues, providing effective solutions to customers
- Maintained accurate records of service activities, including parts usage, labor hours, and follow-ups
- Trained customers on proper equipment use and maintenance, ensuring satisfaction and loyalty
- Contributed to new processes to improve technical support efficiency
Education
Diploma in Mechanical Engineering
PVP Polytechnic
Bengaluru, India01-2017
Skills
Technical support
Manual Testing
System troubleshooting
Problem-solving
Remote support
Ticket management
Software Testing
JIRA and Salesforce proficiency
Software
Bug Tracking Tools: JIRA, Salesforce
Operating Systems: Windows Family, Windows Servers
Software Product: MS Office, MS Excel, MS PowerPoint
Techniques
- SDLC and Agile methodology
- Functional testing
- User Interface testing (UI)
- Compatibility testing
- System testing
- Adhoc testing
- Sanity testing
- Boundary value analysis
Disclaimer
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Timeline
Technical Support Engineer
Fiery Digital Imaging India Private Limited
02.2024 - Current
Technical Support Engineer
Insight Print Communications Pvt Ltd
12.2020 - 02.2024
Field Service Engineer
Lordz Digital Systems
08.2017 - 12.2020
Diploma in Mechanical Engineering
PVP Polytechnic
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