JOSAN NELSON CORDA
Mumbai
Summary
- Dynamic IT professional with extensive experience at ASUS Technology, skilled in technical training and comprehensive technology solutions.
- Proven success in resolving escalated customer cases and enhancing product support across India, resulting in notable KPI improvements.
- Strong analytical skills and exceptional customer service complement effective task management and mentoring capabilities.
Overview
8
8
years of professional experience
Work History
Technical Support Engineer and Analyst
ASUS Technology (India) Pvt.LTD
Mumbai
01.2021 - Current
- Technical Support to Pan India service team for product line including NB, Desktop handling issues related to L1/L2 over call & during remote sessions
- Technical training for Engineer's on regular basis (Virtual & F2F training)
- To release technical announcement to ASP Engineers (TCN/NPI/Software tool)
- Monitor and control KPI's like Spare usage / Customer SR / DOA % rate and share action plan
- Weekly analysis and share action plan for Customer SR / Part consumption / DOA rate
- Visit to ASP for technical audit
- Support team over Remote / Call & Mail by providing technical solutions
- Resolving Customer technical Escalations
- Creating easily understandable SOP and training materials for the latest testing tools and software
Service Quality Management Executive
ASUS Technology (India) Pvt. Ltd
Mumbai
07.2019 - 12.2020
- Providing solutions to escalated cases of customers that are raised to the CEO of the company
- Solving such cases through calls and emails by analyzing the problems related to a product line that includes notebooks, AIOs, and DTs
- Providing customers with troubleshooting steps to resolve the problem, also helping them out with warranty-related issues
- Creating a report of the work done throughout the week through a PPT, providing analysis, a future action plan, and presenting it to HQ - ASUS Taiwan
IT Support Engineer
GIGABYTE TECHNOLOGY (INDIA) PVT. LTD
06.2017 - 05.2019
- Providing technical solutions through email and sometimes on call to the customers (worldwide) by analyzing the problem related to Graphic Cards or Desktop PCs
- In addition, to provide special tools or BIOS and guide users on how to use them
- If required, in solving issues, take help from the Gigabyte Taiwan HQ FAE
- Testing graphic cards to duplicate the issue described by the customer, to find a solution for it, or forwarding detailed testing results to HQ to get the required solution for the issue
- Created SOPs and training guides to provide customers with all the frequently asked questions on new technologies
Education
Bachelor of Science - Computer Science
Mumbai University
Mumbai07-2026
Master - Network Administration Plus Cloud
Jetking Institute
01.2018
Diploma -
Electronics & Telecommunication Engineering
Mumbai01.2016
H.S.C. - (10+2)
Maharashtra State Board
MumbaiSkills
- Comprehensive Technology Knowledge
- Technical training expertise
- Effective Task Management
- Excellent interpersonal and customer service skills
- Strong analytical and problem-solving skills
Languages
- English
- Hindi
- Marathi
Activities
- Listening to old music
- Physical Exercise
- Cricket
Timeline
Technical Support Engineer and Analyst
ASUS Technology (India) Pvt.LTD
01.2021 - Current
Service Quality Management Executive
ASUS Technology (India) Pvt. Ltd
07.2019 - 12.2020
IT Support Engineer
GIGABYTE TECHNOLOGY (INDIA) PVT. LTD
06.2017 - 05.2019
Bachelor of Science - Computer Science
Mumbai University
Master - Network Administration Plus Cloud
Jetking Institute
Diploma -
Electronics & Telecommunication Engineering
H.S.C. - (10+2)
Maharashtra State Board
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