Prabhagaran P
Virudhunagar
Summary
Technical Support Engineer with 11+ years providing mining fleet maintenance support and resolving complex issues. Expertise in root cause analysis, incident management, SQL database analysis, and escalations for business-critical applications. Strong background in troubleshooting engine, transmission, hydraulic, emission, LNG, and EV systems.
Overview
11
11
years of professional experience
Work History
L2 Technical Product Support Engineer
CATERPILLAR – MineStar Solutions
Chennai
2025.08 - Current
- Provided technical support for MineStar Fleet Health and Command applications for mining customers, dealers, and site personnel across global operations.
- Investigated and fixed complex hardware, software, network, application, and data flow issues across MineStar products supporting business-critical mining operations.
- Supported high-priority and escalated customer incidents, restoring service quickly and reducing operational disruption.
- Troubleshot fleet management, equipment health monitoring, onboard systems, data transmission, and server issues using application logs, SQL and database analysis, and network diagnostics.
- Supported Windows Server, virtual machine environments, SQL connectivity, and TCP/IP networking during application and infrastructure troubleshooting.
- Performed root cause analysis for recurring technical issues and worked with engineering and cross-functional teams to identify corrective actions.
- Managed escalated support cases from initial investigation through resolution and closure, maintaining clear communication with customers, Caterpillar dealers, engineering teams, and internal stakeholders.
- Assisted implementation teams with onboarding and technical support for new mine sites and system integrations.
- Delivered remote and on-site technical support in open-pit and underground mining environments.
- Contributed to technical documentation, troubleshooting guidance, and knowledge sharing to improve support effectiveness and issue resolution.
Senior Mechanical Engineer
Thriveni Logistics Services llp
Maharashtra
2020.08 - 2025.07
- Executed repair and overhaul of major components, including engine, transmission, and hydraulic pumps, enhancing overall vehicle performance.
- Gained hands-on experience troubleshooting LNG and electric vehicles, focusing on Tata Prima 5530.S model, contributing to improved diagnostic capabilities.
- Conducted product performance analysis to drive quality improvement strategies.
- Managed fleet operations, ensuring optimal uptime through effective troubleshooting and maintenance strategies.
- Planned preventive maintenance schedules and performed equipment audits for compliance.
- Provided technical support for channel partners, enhancing failure analysis and issue resolution.
- Optimized equipment modifications to achieve cost reduction objectives.
- Administered SAP-based procurement and inventory management, overseeing purchase orders and invoice verification.
Project Engineer
Exotic Innovation Pvt Ltd
Bangalore
2019.03 - 2020.04
- Coordinated control and instrumentation (C&I) and mechanical, electrical, and plumbing (MEP) work to ensure project alignment with technical specifications.
- Coordinated design and managed development progress in accordance with project specifications.
- Verify that subcontractor-completed work is in line with contract requirements.
- Ensured installation, inspection, and testing of firefighting equipment and fittings met specifications and regulatory standards.
- Used computer-aided design (CAD) software to create 2D and as-built drawings, enhancing project documentation accuracy.
AutoCAD Draftsman
Sigma Byte Computer llc
Dubai
2018.06 - 2019.01
- AV AutoCAD Draughtsman and Support to the Design Team for Commercial Building, successfully completed the project: Dubai Hills Estate, Address, Dubai Mall.
- Developed CAD drawings from hand sketches, verbal instructions, and site visits, ensuring accuracy and alignment with project specifications.
- Prepared electrical schematics and complete layout drawings in AutoCAD Electrical, supporting the efficient execution of electrical installations.
- Preparation of the ELV drawing services, such as internal and external AV layout.
- Preparation of the shop drawings for all ELV devices.
- Created service schematic diagrams for ELV systems, facilitating clear understanding and implementation of design requirements.
- Vida Foundation, Zabeel Car Parking, One Zabeel, Dubai Creek Harbor.
Deputy Mechanical Engineer
Thriveni Earthmovers Pvt Ltd
Odisha
2015.08 - 2018.03
- Reliable maintenance support kept heavy mining and construction equipment operating, including Volvo FMX440/FM400, MAN, Tata, and Ashok Leyland trucks; Kobelco SK220XD and Tata Hitachi EX110/EX220 excavators; and SDLG L958F and Volvo L220G wheel loaders.
- Preventive and predictive maintenance activities improved equipment reliability, availability, and maintenance effectiveness.
- Preventive maintenance compliance and systematic troubleshooting reduced critical equipment breakdowns and downtime.
- Maintenance team leadership improved manpower utilization, technical guidance, training support, and employee relations management.
- SAP PM and MM coordination strengthened spare-parts planning, inventory requirements, maintenance budgeting, vendor coordination, and dealer management.
- Component failure diagnosis and hydraulic and pneumatic system troubleshooting supported efficient repair and overhaul work.
- Engine, transmission, and drivetrain inspection, repair, and overhaul restored gear assemblies and differentials to service-ready condition.
Education
MBA - Logistics Management
Alagappa University
Karaikudi Tamil Nadu2024-08
Bachelor of Engineering Technology - Mechanical Engineering
PSR Engineer College
Tamil Nadu2015-04
Diploma - Mechanical Engineering
PSR Polytechnic College
Tamil Nadu2012-04
Skills
- Technical support and troubleshooting
- Incident management and escalation
- SQL database analysis
- Root cause analysis
- Customer relationship management
- Problem management strategies
- Fleet and equipment management
- Knowledge management practices
- Continuous improvement initiatives
- Cross-functional collaboration techniques
- Maintenance and overhaul strategies
- SAP MM and PM
Achievements
- Successfully managed and resolved 300+ Level 2 customer support cases across multiple product and technology areas, including MineStar Fleet, Health, and Command applications.
- Handled critical P1 and P2 customer escalations, driving timely investigation, service restoration, and resolution of business-impacting technical issues.
- Consistently achieved 97–100% Response Velocity, 97–100% Restore Velocity, and 98–100% Resolve Velocity, demonstrating strong service delivery and incident management performance.
- Supported onboarding and deployment activities for new mine sites, contributing to the successful implementation and operational readiness of application solutions.
- Supported the conversion of rigid trucks to side-wall tipping configurations to meet specific operational requirements.
- Implemented hydraulic landing legs and coupled-decoupled trailer systems on existing fleet vehicles, improving trailer handling, operational flexibility, and fleet utilization.
- Supported diesel-to-LNG engine/vehicle conversion activities, contributing technical expertise to alternative-fuel fleet implementation.
Certifications
- NEBOSH (IGC)
- IOSH (Managing Safety)
- CPD (HZWOPERM)
- Dubai (First Aid)
- Lean Six Sigma Green Belt
Languages
- English
- Hindi
- Tamil
- Telugu
Personal Information
Timeline
L2 Technical Product Support Engineer
CATERPILLAR – MineStar Solutions
2025.08 - Current
Senior Mechanical Engineer
Thriveni Logistics Services llp
2020.08 - 2025.07
Project Engineer
Exotic Innovation Pvt Ltd
2019.03 - 2020.04
AutoCAD Draftsman
Sigma Byte Computer llc
2018.06 - 2019.01
Deputy Mechanical Engineer
Thriveni Earthmovers Pvt Ltd
2015.08 - 2018.03
MBA - Logistics Management
Alagappa University
Bachelor of Engineering Technology - Mechanical Engineering
PSR Engineer College
Diploma - Mechanical Engineering
PSR Polytechnic College