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)
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