MOHAMMED FASIL.A
Tirunelveli
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Sales Support In charge
V5 GLOBAL SERVICES PVT LTD (LENOVO)
Tirunelveli
04.2021 - Current
- Ensured showroom and inventory were consistently aligned with Lenovo's guidelines.
- Maintained showroom layout in alignment with planogram specifications.
- Managed online portal views and facilitated conversion of phone call leads to sales.
- Enhanced sales support skills through successful completion of training and certification programs.
- Explained product specifications and features to customers, enhancing their understanding and satisfaction.
- Configured and installed laptops to meet customer specifications, ensuring seamless operation.
- Updated daily sales data in Lenovo app and portal.
- Achieved monthly sales targets through strategic support and collaboration with the sales team.
Senior Customer Support Engineer
REDINGTON GULF CO L.L.C
MUSCAT
01.2014 - 12.2020
- Provided expert technical support for a range of devices, including laptops, desktops, servers, printers, and tablets.
- Analyzed and troubleshoot hardware and software problems in laptops and desktops, enhancing user satisfaction.
- Enhanced technical proficiency by attending product training sessions and achieving certifications.
- Provided expert guidance for ordering warranty and out-of-warranty spare parts via the portal.
- Handled customer escalations with precision, delivering effective solutions to maintain service standards.
- Guided the team in successfully managing call closures to meet time-sensitive goals.
- Coordinated team efforts to consistently achieve monthly and yearly targets.
- Facilitated transition from Windows 7 to Windows 10 and 11, improving system reliability and functionality.
- Executed onsite server migration for project implementation, ensuring seamless transition and minimal downtime.
Technical Service Desk Engineer
Digicomp Complete Solutions Ltd
Chennai
12.2012 - 12.2013
- Provided comprehensive troubleshooting assistance for hardware and software problems.
- Documented service requests and solutions in ticketing system for future reference.
- Collaborated with team members to optimize service desk processes and workflows.
- Escalated complex issues to senior engineers for advanced resolution strategies.
- Communicated effectively with clients to understand their technical needs and concerns.
- Troubleshooted hardware and software issues on computers and laptops.
- Diagnosed system hardware, software and operator problems using established methods.
- Assisted in the development of service desk procedures, policies, and standards.
- Created reports detailing system status and operations for management review.
- Responded promptly to user inquiries regarding computer software or hardware operation to resolve problems.
- Provided technical support to customers via telephone, email and remote access.
Technical Service Engineer
Run Service Info Care Pvt. Ltd.
Chennai
08.2011 - 12.2012
- Provided technical support for service-related inquiries and issues.
- Diagnosed equipment problems and recommended appropriate solutions.
- Coordinated with cross-functional teams to resolve customer concerns efficiently.
- Delivered training sessions for clients on product usage and maintenance.
- Documented service reports detailing troubleshooting steps and resolutions provided.
- Maintained inventory of spare parts and equipment for timely service delivery.
- Ensured compliance with industry standards during service operations and installations.
- Monitored system performance after completing repairs or installations.
- Researched new technologies that could improve the efficiency of operations.
- Provided technical assistance to customers regarding product installation, operation and troubleshooting.
- Tested new products and software releases for compatibility with existing systems.
Education
Bachelor of Engineering - ELECTRONICS AND COMMUNICATION ENGINEERING
National College of Engineering
Tirunelveli06-2011
Higher Secondary - State Board
Mangayarkarasi Higher Secondary School
Madurai04-2007
S.S.L.C - State Board
Mangayarkarasi Higher Secondary School
Madurai04-2005
Skills
- Technical support
- Hardware troubleshooting
- Software configuration
- Product training
- Service documentation
- Customer relationship management
- Call escalation handling
- System migration coordination
Disclaimer
I hereby declare that the above furnished details are true to the best of my knowledge.
Personal Information
- Passport Number: W0816618
- Date of Birth: 11/04/90
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Sales Support In charge
V5 GLOBAL SERVICES PVT LTD (LENOVO)
04.2021 - Current
Senior Customer Support Engineer
REDINGTON GULF CO L.L.C
01.2014 - 12.2020
Technical Service Desk Engineer
Digicomp Complete Solutions Ltd
12.2012 - 12.2013
Technical Service Engineer
Run Service Info Care Pvt. Ltd.
08.2011 - 12.2012
Bachelor of Engineering - ELECTRONICS AND COMMUNICATION ENGINEERING
National College of Engineering
Higher Secondary - State Board
Mangayarkarasi Higher Secondary School
S.S.L.C - State Board
Mangayarkarasi Higher Secondary School
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