Watching movies & science documentaries
Raibin Raphael
Technical Support Manager/Associate
Thrissur
Summary
Flexible Technical Support Engineer with 11 years of experience helping clients and customers maintain smooth operations. Expertise in Service Delivery systems and Support environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components, while being resourceful, innovative, and smart working.
Overview
11
11
years of professional experience
11
11
years of post-secondary education
3
3
Certifications
Work History
Technical Support Engineer
Mitsogo Technologies Inc.
Cochin, Kerala
06.2021 - 09.2021
- Worked as Technical Support Engineer of the product Hexnode UEM at Mitsogo Technologies Inc. Cochin – responsibilities included B2B Global Technical Support of the product ‘Hexnode Unified Endpoint Management’.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Served as primary point of contact for support relating to owned solutions and products.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Manager
Chilly Yard
Thrissur, Kerala
03.2017 - 06.2021
- Managed the family business - Chilly Yard, Thrissur, Kerala.
- Managed the B2B and B2C communications and developed and maintained relationships with customers and suppliers through account development.
- Managed the wholesale warehouse and inventory efficiently.
- Managed the accounts and compliance with the taxation, rules and regulations.
- Maximized performance by monitoring daily activities.
- Maintained professional, organized, and safe environment for employees and patrons.
Subject Matter Expert
Sutherland Global Services
Cochin, Kerala
06.2010 - 02.2017
- Worked as Subject Matter Expert and managed the team and provided the floor supportin Technical and Customer Support for McAfee Anti-Virus Process for the last 3 years.
- Monitored KPIs - maintain the Team AHT by helping the team members to maintain their individual AHT and thus their KRAs.(CSAT, OARE, ORE, LTR, KTA)
- Done Real Time Analysis towards SLA, AHT and the Productivity Concerns.
- Manage problems and changes according to contracted SLAs, ensure sound RCA to avoid repeated occurrences and develop and drive Service improvements based on RCAs, trends and client inputs.
- Generated and monitored the EOD, weekly, monthly and quarterly reports of the team as well as individual team member.
- Conducted frequent Quality Audits for the team members and provided the feedbacks accordingly.
- Handled the escalation and supervisor calls.
- Mentored the new team members, assessed their performance and helped them in expertise in the process.
- Expert in giving valuable suggestions in Weekly, Monthly and Quarterly Business Reviews, taking the orders from the managers and achieving the targets.
- Designed and prepared technical reports, studies, and related documentation.
- Managed user accounts, permissions and group policies for optimal system security.
Education
Bachelor of Technology - Electronics And Communication Engineering
Vidya Academy of Science And Technology
Thrissur, Kerala, India 06.2004 - 03.2008
Higher Secondary Education -
Chaldean Syrian Higher Secondary School
Thrissur, Kerala, India 06.2002 - 03.2004
High School Diploma -
Don Bosco Higher Secondary School
Mannuthy, Thrissur, Kerala, India 06.1996 - 03.2002
Skills
Performance Optimization
Remote Diagnostics
Customer relationship management
Internal policy compliance
Process improvement
Root cause analysis
Support system management
Technical fault tracking
Application support
Staff education and training
Desktop support
Technical issues analysis
Technical documents comprehension
Customer service expert
Certification
CCNA
Interests
Listening to music
Love driving cars and riding bikes
Passport Number
U6762866 (Date of Expiry – 16/09/2030)
Timeline
Technical Support Engineer
Mitsogo Technologies Inc.
06.2021 - 09.2021
LEAD100 Certification
04-2017
Manager
Chilly Yard
03.2017 - 06.2021
Subject Matter Expert
Sutherland Global Services
06.2010 - 02.2017
CCNA
11-2008
CCHT
11-2008
Bachelor of Technology - Electronics And Communication Engineering
Vidya Academy of Science And Technology
06.2004 - 03.2008
Higher Secondary Education -
Chaldean Syrian Higher Secondary School
06.2002 - 03.2004
High School Diploma -
Don Bosco Higher Secondary School
06.1996 - 03.2002