Joel P J
Technical support engineer
Bangalore
Summary
Dynamic, results-oriented professional eager to embrace new challenges and contribute effectively to team success. Committed to leveraging a diverse skill set and strong work ethic to drive professional growth within a forward-thinking organization. Passionate about continuous improvement and dedicated to delivering exceptional results as an engaged team member. Prepared to bring innovative solutions and a proactive approach to achieve shared goals.
Overview
3
3
years of professional experience
1
1
Language
Work History
Resource Admin AU & NZ
Joules to Watts Business Solutions Pvt Ltd. (HP - Hewlett Packard)
06.2024 - Current
- Provided backend support for HP CE (onsite technicians).
- Rescheduled, reassigned, and canceled work orders, as requested via omnichannel (WhatsApp chat).
- Managed ADHOC requests, CMD bulk case creation, open case review, futile follow-ups, callbacks, and KCI.
- Coordinated resource allocation across multiple projects, enhancing operational efficiency and supporting timely project delivery.
- Developed and maintained comprehensive documentation for resource management processes, ensuring team adherence to best practices.
- Streamlined communication channels among team members, fostering collaboration and improving overall project coordination.
- Conducted regular assessments of resource needs, facilitating proactive adjustments to meet changing project demands.
- Streamlined resource allocation processes by implementing efficient tracking systems, enhancing operational effectiveness across multiple regions.
- Facilitated training sessions for new staff on resource management systems, fostering a knowledgeable workforce and enhancing productivity.
- Worked well in a team setting, providing support and guidance.
Technical Support Engineer AU & NZ
Joules to Watts Business Solutions Pvt Ltd. (HP - Hewlett Packard)
05.2022 - Current
- Provided technical support to Australian and New Zealand customers by troubleshooting and resolving hardware and software issues.
- Delivered product knowledge and pricing information as per user requirements.
- Handled HP product malfunctions by troubleshooting and analyzing root causes.
- Contributed to the knowledge base by documenting common issues and solutions, adhering to SLAs, and quality standards.
- Maintained complete and accurate customer correspondence data.
- Developed a good rapport with customers and resolved their queries.
- Provided technical support to clients, resolving complex issues and enhancing overall customer satisfaction and retention.
- Collaborated with cross-functional teams to streamline support processes, improving response times and operational efficiency.
- Implemented troubleshooting strategies for hardware and software problems, minimizing downtime and optimizing user productivity
- Delivered training sessions for users on new software tools, fostering increased adoption and proficiency among clients
Education
Diploma - Computer Science and Engineering
Cauvery Polytechnic Gonikoppal
Gonikoppal, India 04.2001 -
HEBA
Govt. PU College Virajpet
Virajpet Kodagu 04.2001 -
SSLC - 10th grade
St. Anne’s High School
Virajpet03-2015
Skills
Plywood furnishing, machine stitching, interior fabrication (curtains and cushions)
Multitasking, complaint resolution, critical thinking
Resource management
Work order scheduling
Technical troubleshooting
Hardware diagnostics
Customer support
Knowledge base documentation
Client communication
Training delivery
Call handling
Problem-solving
Interests
2-stroke bikes, long drives and rides, guppy farming, hiking and camping, music, cooking
Personal Info
- Contact no: 8861081904 / 7676790892
- Email: joel.menz03@gmail.com
- Bangalore Karnataka – 560066. India
- Date/Place:
Timeline
Resource Admin AU & NZ
Joules to Watts Business Solutions Pvt Ltd. (HP - Hewlett Packard)
06.2024 - Current
Technical Support Engineer AU & NZ
Joules to Watts Business Solutions Pvt Ltd. (HP - Hewlett Packard)
05.2022 - Current
Diploma - Computer Science and Engineering
Cauvery Polytechnic Gonikoppal
04.2001 -
HEBA
Govt. PU College Virajpet
04.2001 -
SSLC - 10th grade
St. Anne’s High School