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Professional Summary
Seasoned senior technical support engineer with 14 years in customer service and technical troubleshooting. Analytical technician effective at identifying and resolving high level problems. Dedicated Customer Service Representative who provides exceptional technical support through active listening and problem solving.
  • 14 years experience troubleshooting hardware/software
  • Windows
  • Linux
  • System upgrades
  • Flexibility to work off shift hours 
  • MS SQL Server
  • Exceptional troubleshooting ability
  • Customer service expert
  • Fast learner
  • Quality focused
  • Proactive
  • Proven leadership qualities working in a team environment
  • Excellent communication skills
Work History
Level 3 Escalation Support Engineer 04/2001 to Current
SeaChange International MA
  • Subject matter expert on SeaChange Adrenalin video on demand back office.
  • Support integration engineers installing Adrenalin software in production environments.
  • Work  with customer engineering team providing data to resolve customer outages.
  • Oversee L1/L2 technicians to provide rapid resolution of customer issues.
  • Prioritize issues for team members and engage engineering resource if applicable to reduce negative impact on customers.
  • Document troubleshooting procedures for team members as a reference point for troubleshooting.
  • Resolve technical issues in a proficient manner impacting video streaming to set top boxes as well as mobile devices, preventing revenue loss for major video solutions companies.
  • Work with third party vendors in conjunction with customer base to troubleshoot system errors.
  • Coordinated with systems partners to finalize designs and confirm requirements.
  • Diagnosed and troubleshooted UNIX and Windows processes
  • Provided documentation for first level troubleshooting of processes to tech support staff.
Second Shift Team Lead/Level 3 Technician 01/2009 to 2014
SeaChange International Acton, MA
  • Supervise Video on Demand call center floor technical operations
  • Ensure calls into support are answered live
  • Customer issues are resolved in a timely fashion to reduce revenue loss and customer satisfaction is preserved with out any compromise to quality.
  • Prioritize customer issues
  • Escalate critical customer issues on-call engineers
  • Provide accurate updates to account managers
Level 2 Technical Support Engineer 01/2004 to 01/2008
SeaChange International Acton, MA
  • Work with Level 1 technicians within Ad Insertion team providing assistance where it is needed.
  • Handle escalation issues on a daily basis to ensure customers are provided  best possible service.
  • Expedite customer issues by severity of  problem.
  • Troubleshoot hardware, software and network related errors on remote video servers.
  • Project managed SeaChange Transcoder
  • Installation, implementation, configuration forSeaChange Transcoder to suite individual customer needs.
  • Subject Matter Expert for SeaChange Transcoder solution.
Level 1 Technical Support Engineer 01/2001 to 01/2004
SeaChange International Acton, MA
  • Provide technical support to customers on Ad insertion product report issues with hardware, software, networking, and operational problems.
  • Work with engineering in resolving high level outages.
  • Provide field services on customer sites by performing hardware, software and system upgrades.
  • Implementation of new products into a production environment.
Maintenance Operations Center Technician 10/2008 to 07/2015
United States Air Force Reserve Westover Afb, MA
  • Maintain integrity of aircraft documentation, maintenance records, and mission critical data.
  • Coordinate all flight line operations with base agencies to ensure that no delay increasing mission efficiency .
  • Ensure aircraft status and estimated time of completion for maintenance are properly reported to Production Supervisor.
  • Provide high level management with aircraft status for aircraft performing off station missions.
  • Served as custodian of classified documents.
KC-10 Aircraft Maintenance Technician 01/1997 to 01/2001
United States Air Force McGuire AFB, NJ
  • KC-10 Configuration Element specialist-Shift team leader managed and trained 2 airmen
  • Supervised maintenance , servicing and inspections of aircraft Increased Accommodation Units (Palletized Airline seats)
  • Prioritized installation of aircraft Increased Accommodation Units (Palletized Airline seats) according to mission demand.
  • KC-10 Aircraft Maintenance Technician- Maintained 32 KC-10 military aircraft.
  • Troubleshot, inspected and lubricated aircraft systems according to USAF regulations.
  • Adjusted, rigged and calibrated flight control and steering systems.
  • Refuel and defuel operations Supervisor
  • Responsible for review of aircraft documentation
Certificate: 2001 Computer Learning Center - Cherry Hill, NJ
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Work History
Co-Founder and Director Mar 2019 - Current
The Marginal Collective Bangalore, Karnataka
  • Developed impactful and strategic partnerships in India and Africa  for social innovators to drive business development.
  • Devised India market entry strategy for USAID grantee based in Kenya
  • Developed partnership with key stakeholder in non profit sector for field testing and pilot of social innoavtions
Independent Consultant - Social Innovation Jun 2018 - Current
Self-employed Bangalore, Karnataka

Consulting services on scaling social innovations for Securing Water for Food (SWFF) program:

  • Conceptualised and delivered strategic advisory assignment on business modelling, sales and marketing implementation, gender integration, and organisation capacity building for 3 SWFF innovators working in Kenya, Mozambique, South Africa, and India. Post these engagement, they have set processes and metrics to carry forward a focussed approach to scaling their impact and have already started to see improved sales within 2 months
  • Delivered on site capacity building training for World Hope (a SWFF innovator) in Xai-Xai, Mozambique and helped transitioned from grant based model to a self sustaining social enterprise model led by local team. Also, shared practical recommendations on including women both as customers and employees to increase gender inclusivity in their business model
  • Panel speaker for SWFF session at SIWI's World Water Week 2018 in Stockholm

Pro bono mentor and advisor to 15+ social innovators working in agriculture, livelihood generation, and gender inclusion.

Associate Principal And Head - Strategic Advisory Unit Dec 2015 - Jun 2018
Sattva Media & Consulting Pvt. Ltd Bangalore, Karnataka

Led the strategic advisory and International Business functions during my tenure at Sattva and successfully delivered 30+ short and long term projects. Led an all women team of 12 associates, consultants, and senior consultants and supported them in leadership development.

Scaling social innovations across India and Africa

  • Led strategic advisory and capacity building assignments for 20+ Securing Water for Food(SWFF) program innovators on business modelling, scaling impact among smallholder farmers, organisational capacity building and gender inclusion. Have worked in countries such as India, Nepal, Bangladesh, Vietnam, South Africa, Mozambique, Kenya, Ghana, Uganda.
  • Designed and delivered sales and adoption strategies and training for  social entrepreneurs with an outcome of 20%-150% increase in the adoption of innovator's product. Today, 50-70% of the customers are women and it has been made possible by integrating women in different roles inside their organisations as well part of agricultural value chain.
  • Led the project design of India's first exclusive non-profit incubator for Indian Institute of Management Bangalore's NSRCEL. Designed and co-managed the 3 month pre-incubation program for the first batch of 22 early stage NGOs. 

Projects on women social and economic empowerment 

  • Conceptualised the business model and led the on-field implementation of an exclusive women based micro-enterprise in rural Uttar Pradesh in India, skilling women in stitching and providing market linkages. This intervention generated a monthly income of upto INR 5000 for the women who had no income source before the intervention. The model is now self-sustainable as it is led by a local entrepreneur from the community.
  • Led the strategy formulation project and developed a sustainable business plan for an Odisha based NGO which implements remedial education, child line and women help line program for the marginalised groups in the community
  • Conceptualised and co-authored the practical workbook for USAID - "The Untapped Market for Agricultural Innovations: A Practical Workbook to Help Innovators Reach Women Smallholder Farmers "( )
  • Led and conceptualised exploratory research projects to create Rural livelihoods Framework for People with disabilities (PwDs) to be applied by a consortium of 120 NGOs in entire Karnataka state and designed research study on mapping modern slavery program in India. A specific lens was to assess the impact of disability on economic empowerment of women and exploitation of women due to prevalent practices related to modern slavery .

Need assessment and social audit

  • Designed social impact audit scorecard and conducted need assessment and impact audit for multiple CSR programs in India. 
Management Consultant Intern Mar 2015 - Apr 2015
Pfizer Nottingham,UK
  • Led a consulting project for Pfizer UK, which analyzed evolution of patient services in the pharmacy sector for the next 10 years.
  • Laid out recommendations for improving pharmacy services in the UKbased on a thorough market research on identifying trends related to unmet needs of consumers, product offerings, competitor analysis, and future disruptions in pharmacy industry.
Technical Support Engineer May 2013 - Jul 2014
Symantec Corporation Pune, India
  • Increased the customer satisfaction rate for the team to over 85% by offering technical assistance to Symantec clients who use compliance and risk reporting software in their production environment.
Escalation Engineer/ Official Microsoft Product Trainer Nov 2010 - May 2013
Convergys India Pvt. Ltd - Pune Pune, Maharashtra
  • Resolved escalated technical issues for enterprise clients of Microsoft 
  • Trained and coached 6 batches of new joiners on Microsoft server technologies, cloud technology and customer relationship skills, managed 15-20 new joiners in each batch
MBA: Social Entrepreneurship 2015
Nottingham University Business School Nottingham
Bachelor Of Engineering: Computer Science 2010
University Of Pune Pune
English and Hindi
Additional Information
  • Invited by USAID as Gender Advisor to Securing Water for Food (SWFF) innovators at Global Entrepreneurship Congress (GEC), Johannesburg, March 2017 and provided gender advisory to SWFF innovators again at World Water Week, Stockholm, August 2018
This resume is created in 7 minutes.
Systems Engineer with diverse career experience in IT and systems development, including quality assurance, project leadership, and system implementation. Proven expertise in understanding specifications and standards to successfully deliver projects in a timely, cost-effective manner.
Core Qualifications
  • 4+ years of experience with information technology.
  • Organizational skills with high team-working capability with high ability to build relationships quickly and effectively.
  • Effective communication & interpersonal skills.
  • Consulting skills (client service orientation, conflict resolution, analysis/synthesis of information, negotiation, project management, security contracts, etc.)
  • ITIL Certified and High knowledge with data protection/security regulations and frameworks, such as ISO 27001, 27002, SOX, SSAE16, CISA and COBIT
  • Excellent Public Speaking and Presentation skills.
  • In-depth Knowledge of sales cycles & distribution.
  • Innovative, Problem Solving skills, self starter and working with minimal supervision
Professional Experience
Systems Engineer- PreSales Archer GRC Analyst May 2016 to Current
RSA Security
  • Responsible for both EMEA and APJ regions, offering the RSA Archer Governance, Risk and Compliance (GRC) solution portfolio, helping customers to develop and implement their GRC programs.
  • Knowledgeable with hands on experience on Compliance evaluations, Audit management, Operational and IT Security Risk Management with analyzing and Implementing their Frameworks policies, standards and best practices
  • Assisting in translating government, market and compliance requirements such as HIPAA, NIST, SOX, PCI-DSS, SSAE16, etc. into IT Security & Risk Management frameworks, policies and standards best practices.
  • Responsible for pre-sales and/or post-sales support of company products/systems.
  • Providing technical support to sales presentations and product demonstrations with different demo system designs, planning and configurations requirements
  • Assisting in writing proposals, proof of concepts, request for proposals and information with high technical documentation.          
  • Engaging and leveraging corporate resources, abilities, budgets and personnel as appropriate to support the successful progression of assigned projects and tasks.         
  • Helping to capture, design and document internal and customer processes ahead of more detailed work on workflow and automation.  
  • Developing technical hardware/software quotations and configurations, including full product specifications and pricing.       
  • Selecting and training channel partners on how to sell and use the firm's products.
  • Preparing reports of product issues and deficiencies.
  • Delivering knowledge sharing training and sessions to the new hires.
Technical Support Engineer II Aug 2015 to Apr 2016
EMC Corporation
  • Supported Symmetrix “VMAX” EMC Storage system.Scripts Subject Matter Expert (SME).    
  • Worked closely with customers on the technical requirements to provide technical solutions – Identified requirements, including technical details sufficient for product definition.
  • Interacted with Scripts developers and Engineering for the new issues, reviewing cases and actions plans for the urgent ones.     
  • Shared knowledge base articles for the issues, Bugs & fixes which are not documented. 
  • Provided consultation & coaching for different teams in Cairo Customer Support.  
Technical Support Engineer I Aug 2013 to Jul 2015
EMC Corporation
  • Supported Symmetrix “VMAX” EMC Storage system.
  • Utilize problem solving skills through the use of analytics, techniques and tools.
  • Manage own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.
  • Interface directly with customers at different stages of problem resolution process.
  • Maintain a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes.
  • Nominated as EMC Representative in the International Conference of Technologies (ICT) in Cairo, Egypt in 2014, worked with the sales team to develop selling strategies within the target accounts and increased our closed wins targeted customers by 15%.
  • Received Recognition for improving the sales and helped in $500k closed wins deals in 2015.
  • Gold award as I was ranked first among all EMEA Engineers for achieving the target with highest acceptance of total Service Requests in 2014 and 2015.    
  • Ranked first among all EMEA Engineers for the High Severity and critical service requests in 2014.
  • Silver, Bronze & E-Cards awards for Customer Satisfaction as I was able to get successive perfect surveys & customer feedback emails in different Quarters.

Soft Skills Courses

  • Marketing, Sales Sessions and Lean Six sigma at Exxon Mobile.
  • High Impact Presentations “Dale Carnegie” and Emotional Intelligence. 
  • Advanced Project Management Program (PMP).
  • Business and Technical writing, highly Communications and Negotiation skills.

Technical Certifications

  • ITIL Foundation Certificate in IT service Management.
  • RSA Archer Admin Specilist v.6
  • Storage Administrator Certified, Symmetrix Solutions Specialist Version 7.0.
  • VMware Vsphere 5.5 Install, Configure and Manage.
  • SAN (Storage Area Network), Storage Administrator Specialist Certified.
  • Implementation Engineer Certified, VPLEX specialist version 1.0.

B.Sc. of Electrical Engineering, Electrical and Electronics Engineering 2013 Faculty of Engineering, Ain Shams University Cairo, Egypt
  • Graduation grade: Very Good with GPA: 3.05          
  • Graduation Project: Designing Power Line communication (PLC) to transfer data through power lines, Grade: Excellent "A"
Summer School Graduate, Networks Engineering 2012 Aalborg University in Denmark Aalborg, Denmark
Extra-Curricular Activities
Specialist at MECA  
MECA is a leading student activity in the faculty of Engineering –Ain Shams University. MECA helps students to develop their technical and non-technical skills through many events.  

Position: HR Recruitment team leader- 2013  
Position: Quality and Documentation specialist- 2012    
Position: Public Relations Executive- 2011
  • English: Speaking fluently and Reading/writing with high proficiency- IELTS Certified 
  • Arabic: Native language
  • French, Deutsch and Spanish: Fair
This resume is created in 7 minutes.
Motivated software, and hardware IT Professional offering over 27 years of expertise in cutting-edge environments. Passionate and multilingual with a dedication to customer service. 
  • Microsoft Office 365.
  • Microsoft SQL Server 2008 R2.
  • Microsoft Project 2010
  • Microsoft Visio 2010
  • Bilingual Spanish/English
  • Client-focused
  • Quick learner
  • Service Desk Manager 12.9 Ticket Systems
  • Public Trust / High Risk
  • ITIL Knowledge
Technical Support Analyst
August 2018 to August 2018
Fandango Beverly Hills, CA

Responsible for Refresing Hardware, Backup and Restore, Tessting, Network Support, and Troubleshooting.

Election Assistant II, NC
May 2018 to June 2018
Los Angeles County Registrar-Recorder/County Clerk Norwalk, CA Responsible for voting equipment/computer setup at early voting centers: Install windows updates, voting shortcuts, and credentials in ad-hoc. Tested voting equipment on deployment. Provided technical support on site. Assisted in the breakdown of the voting equipment. Transported voting equipment back to headquarters.
Technical Support
May 2018 to May 2018
NBC Universal Universal City, CA Responsible for unplug and plug hardware. Provided Inventory of hardware (PC, Mac, Printers, Scanners, and Peripherals).
Technical Support Representative
May 2017 to March 2018
VA Long Beach Healthcare System Long Beach, CA
Responsible for receiving phone calls from (USA, Puerto Rico, and Hawaii). Tier 1.Created Ticket and documented the issues and submit thee ticket (tier 2 or tier 3). Call Center Functions: followed security protocol, checked systems accounts (Windows, ad-hoc, citrix, and web) , installed printers, troubleshooting (Hardware and Software).
Public Trust /High Risk handled confidential information.
Head Of Infrastructure
January 2002 to January 2015
Fruit Of The Loom El Salvador Lourdes
Responsible for Data Center Infrastructure, Servers, Communication equipment, Air Conditioning and Fire Alarm. Responsible for Microsoft SQL Server Administration. Responsible for VMWare Administration. Responsible for Support and Maintenance. Responsible for Backups Servers, and Databases. Performed general Office and clerical tasks, support and training for customers. Responsible for Database, Servers, and Communication Areas.
System Engineer
December 1998 to December 2001
France Telecom El Salvador San Salvador Responsible for application development, support, and maintenance. Provided computer hardware support through troubleshooting and deployment. Generated Sales reports. Provided support Agencies and Stores.
Technical Support Engineer
August 1997 to November 1998
Ministerio de Hacienda de El Salvador San Salvador Responsible for Application Support, and Maintenance. Provided computer and hardware support through troubleshooting and deployment. Performed general office and clerical tasks, support and training for users. Conducted Software Licenses Purchasing.
Technical Support Analyst
April 1991 to August 1997
Omega Electronica de El Salvador San Salvador Provided Training for clients in Microsoft Office, Novell Network, Project, Lotus 123, qPro. Provided Technical support on site for Customers Hardware and Software.
Education and Training
Bachelor of Science : Electrical Engineering, 2000 Universidad Politecnica de El Salvador San Salvador, El Salvador