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Professional Summary

Experienced Customer Support Analyst committed to maintaining cutting edge technical skills and up-to-date industry knowledge.

  • Process Flows & Call-Tracking Tools: ITIL incident Platforms: Windows, Unix,Linux, NetWare Servers, Citrix
  • management service processes;ServiceNow; Freshdesk; Networking: LAN & VPN/Remote Connectivity,
  • MS Office (Exchange,Word, Excel, Outlook, TCP/IP
  • PowerPoint, Access, Active directory); VMware Hardware: PCs, Laptops, Telephony Systems, Printers,
  • applications;Salesforce; Routers, Modems
  • Anti-virus programs. Browsers: Chrome; Safari; Firefox; MS Edge; IE;
  • System Center Configuration Manager
  • SeaMonkey Navigator; Opera
  • Windows: 10,7,98,2000,XP
  • Customer service
  • Excellent diagnostic skills
  • Conceptual thinking
  • Email management software
  • Customer requirement prioritization
  • Problem resolution
  • Document oversight
  • Team leadership
  • Presentation ability
  • Schedule management
  • Conflict resolution
  • Resource scheduling
  • Excellent communication skills
  • Report delivery
  • Online conferencing
  • Workflow analysis
  • Courses and documentation
  • Website maintenance
  • Skills review
  • Training system scope
  • Oral and written communication
  • Team oversight
  • Testing plans
  • Process implementation
  • New employee mentoring
  • Policies and procedures
  • Data analysis
  • Consultative support
Work History
Customer Support Analyst 07/2016 to 08/2018
Tuesday Morning Dallas, Texas
  • Effectively work and communicate with customers and other outside parties. Respond to customer issues with the best interest of both the customer and the company in mind.
  • Provided Level 2 Helpdesk support and focused on troubleshooting escalated customer issues.
  • Responsible for thoroughly researching support calls before they go out to developers which may require recreation of the problem in a lab environment
  • Ensure unresolved problems are communicated early and escalated as appropriate.
  • Monitor ticket queues to ensure quality history records and incident documentation.
  • Quickly analyze and prioritize issues based on urgency.
  • Maintain proficient knowledge of tools, processes, procedures, and resources necessary to assist in problem determination as well as recovery.
  • Provide exceptional customer service in person, via phone and email as appropriate with fanatical responsiveness.
  • Take personal ownership of everything assigned.
  • Set up access and security for users of our internal systems.Perform user administration duties.
  • Operating System Deployments using SCCM
  • Remote control access through SCCM
  • Troubleshoot SCCM client installation

Desktop Support 01/2016 to 05/2016
Fujitsu Network Communications Richardson, TX
  • Troubleshoot client register, credit card scanner, printers, pc, laptop and software.
  • Provided user support and LAN administration to variety of Fujitsu client, resolved issue in PC/LAN environment.
  • Used PGX as the incident management tools to track tickets.Used Active Directory to manage different clients' network domains for authenticating and authorizing users.
  • Exposed to the process of incident, problem, change, and configuration management.
  • Pos/pinpad troubleshooting
  • Software installation/troubleshooting
  • Troubleshooting DNS server 
  • All internal communication via Exchange Email
Help Desk Support 10/2014 to 02/2016
  • Respond to queries in person.
  • Provided technical assistance and support for issues relating to computer system, softwares, and hardware.
  • Ask probing questions to determine nature of problem.
  • Train company workers on new software update and skills.
  • Clean up company computers.
  • Walk company workers through the computer problem solving.
  • Set up systematic shoot down and monthly clean of company computers and devices.
  • Troubleshoot company payment accepting systems.
  • Ensuring proper implementation of a new system.
  • Used Service now as the incident management tool for company ticket.
  • Use exchange email for all communication
Bachelor of Science: Information System University of North Texas at Dallas - Dallas, TX
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Professional Summary

Accomplished Packaging Engineer focused on sustainable design. Highly effective at working with teams of designers and builders to complete projects on-time and according to cost constraints.

Bachelor of Science: Mechanical Engineering Northeastern University - 360 Huntington Ave. Boston, Massachusetts 02115 2017
  • Majored in Computer Aided Manufacturing Design
  • FEA and failure analysis
  • AutoCAD expertise
  • Packaging Design
  • SolidWorks modeling
  • CATIA V5
  • Stress analysis
  • Bilingual Chinese/English
  • Manufacturing systems integration
Work Experience
Mechanical Engineer Fuyao Glass America Inc. - Moraine, Ohio 09/2018 - Current
  • Performed failure mode and effects analysis (FMEA) on processes using empirical data and design of experiments (DOE)
  • Performed analytical evaluation of key performance indicators (KPIs), implementation of lean production, and 5S management
  • Created designs and blueprints using AutoCAD and Solidworks according to manufacturing specifications, timeliness and supply inventories
  • Devised overall strategy for documentation and identified design sets planned for each stage of work including as-built designs and final building information models (BIM)
  • Design and oversaw installation of conveyor, overhead cranes, robotic systems and related material transport components
Packaging Engineer Fuyao Glass America Inc. - Miamisburg, OH 09/2019 - Current

Analyze engineering drawings and specifications of the product to determine the physical characteristics of the item, special handling, environmental and safety requirements, and types of materials required for packaging.

Develop and implement comprehensive test plans with automobile customers which include BMW, GM, Honda, FCA, VW, Toyota, Subaru, Hyundai etc, Ensuring the packaging exceeds specifications.

Establish standards and guidelines for supplier evaluation. Evaluate and select packaging suppliers/vendors; periodically conduct vendor reviews.

  • Analyze engineering drawings and specifications of the product to determine the physical characteristics of the item, special handling, environmental and safety requirements, and types of materials required for packaging
  • Identified and implemented most efficient and acceptable resolutions to complex engineering problems
  • Led complete review of operational costs and potentially wasteful practices, resulting cost saving over one million dollors per season, increases as company headcount and business volume skyrocketed
  • Develop and implement comprehensive test plans with automobile customers which include BMW, GM, Honda, FCA, VW, Toyota, Subaru, Hyundai etc. Ensuring the packaging exceeds specifications
  • Establish standards and guidelines for supplier evaluation. Evaluate and select packaging suppliers/vendors; periodically conduct vendor reviews

Cisco Networking Academy IT Essentials

Six Sigma Yellow Belt

Relevant course

AutoCAD Solids Modeling, Computer Aided Design Alternative & Renewable Energy Tech Engineering, Thermodynamics, Heat Transfer, Mechanical Vibrations, C++ Programming & Application Development

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I am a highly passionate Construction Engineer who is motivated in playing a major role in building a sustainable world.

San Diego State University - - San Diego, California, USA | | Master of Science Civil Engineering (Construction), 2018
Karunya University - - Coimbatore, Tamil Nadu, India | | Bachelor of Technology Civil Engineering
Specialization in Structural Engineering 
Project Engineer | 01/2019 to Current Helix Electric - San Diego, CA
  • Responsible for all vital documentation - Requests for Information and Submittals
  • Assist with change orders and negotiations.
  • Assist Project Manager to manage budgets and deadlines.
  • Coordinate and communicate with other trades on the projects.
Planning Assistant | 10/2017 to 12/2018 San Diego State University (Planning, Designing and Construction Department) - San Diego, CA
  • Drawing the property maps as per the new development plan in the university using AutoCAD Civil 3D 
  • Working on Change Orders, Environmental Impact Reports and correction notices.
  • Organizing, archiving and data entry of Preconstruction, Construction and Closeout documents on database
Internship, Site Engineer | 04/2016 to 06/2016 Marymatha Construction Company - Kerala, India
  • Overshadowed project manager and oversaw skilled workers in all phases of rough and finish carpentry.
  • Performed documentation and tracking reports, verified agreement for invoices
  • Checking for accuracy and maintaining details.
Internship, Site Engineer | 05/2015 to 07/2015 Marymatha Construction Company - Kerala, India
  • Archiving reports and tests on soil composition, terrain, topographical characteristics and other geologic data.
  • Oversaw excavation and piling works
  • Assisted Civil Engineer in reviewing complaints and resolving problems

LEED and Life Cycle Assessment (LCA) of 81,300sq.ft EIS Complex at SDSU:

  • Evaluated for LEED Gold Certification and carry out LCA for Beacon Orbeon LED luminaries with wireless control.

Submitted RFQ for $30 Mil, 125,000sq.ft Design Build Project:

  • RFQ was prepared using lean tools; Revit(BIM), Last Planner, Conceptual Estimating using building Catalyst software, Life Cycle Analysis, LEED evaluation, Integrated Project Delivery techniques.

Productivity, Material Management  and Safety Analysis of Heavy Civil Works:

  • Observed and analyzed labor productivity of road construction site on located on the ramp that connects 535 Magnolia Avenue El Cajon to the freeway I-8 using crew balance chart.
  • Proficient in  AutoCAD Civil 3D, Primavera P6, MS Office, Bluebeam, Building Catalyst, Procore, Plan Grid
  • Skilled in critical thinking & decision making, negotiation skills, report writing and site evaluation.
  • Highly knowledgeable in Last Planner System, Target Value Design and other Lean Construction Techniques including Design-Build and Integrated Project Delivery approach.
  • Certified CMIT (Construction Manager in Training) status from CMAA
  • Received OSHA10 Construction Industry DOL safety training
  • Received training in "Construction Cost Estimating and Cost Control" from Columbia University in the City of New York
  • Recieved training in "Creating a NetPositive Site:Through a Collaborative "Charrette based Approach and Selecting Fresh Air Ventilation Systems to Meet Energy Codes" from San Diego Gas & Electric