SURESH SELVARAJ

Mobile No.: +91 8220799495

e-mail ID : mailtomesuresh.s@gmail.com

SERVICE ENGINEER PROFESSIONAL

Service Operation, Hardware Service, Onsite Service Support, Customer Relationship Management

PROFILE SUMMARY

• Offering 8+ years of comprehensive experience in Service Operation, Hardware Service (Level 2) and
Customer Relationship Management.
• Responsible for planning / Implementation/ Product delivery
• Extensive experience in Servicing & delivering products, conducting business analysis to determine
requirements and planning for training programs to the customers for improving business and knowledge.

AREAS OF EXPERTISE

• Ensuring that the goals of the Incident Management process are achieved; restoring normal service as
soon as possible based on customer perspective and within defined SLA.
• Detecting, logging, categorizing and prioritizing Repairs and providing initial Incident Support.
 Customer Satisfaction Enhancement and Complaint Handling & Resolution.
 Responsible for resolving technical problem with desktop computing systems and software.
 Responsible for installing and configuring of windows,IOS,Mac OS X, Mac Server, Microsoft Office and
other applications.
 Responsible for providing computer support services both for software and hardware for an organization’s
employees & Software Support all Clients (Customers).
 Install, upgrade, support and troubleshoot for computer hardware and any other authorized peripheral
equipment.
 Performs general preventative maintenance tasks on computers, laptops, printers, and any other
authorized peripheral equipment.
 Performs remedial repairs on computers, Multiple type of laptops, printers, and any other authorized
peripheral equipment.
 Customize desktop hardware to meet user specifications and site standards.
 Performs work in compliance within specified warranty requirements.
 Returns defective equipment/parts to maintaining inventory, documentation of customer repairs,
maintenance of restocks assigned parts inventory to ensure proper spare parts levels.
 Safely package equipment for branches and arrange for the transport of the equipment.
 Responsible for monitoring, operating, managing, troubleshooting, and restoring to service any terminal
service client, personal computers (PC) or notebooks that has authorized access to the network.
 Escalating Customer issues and Brand requirements to the management and Ensuring proper resolution
without exceeding TAT.

EXPERIENCE/KNOWLEDGE & SKILLS

• Ability to operate tools, components, and peripheral accessories.

• Level 2 Repair of Electronics, SMD and Micro soldering.
• Safety Handling of Lithium Batteries and Battery Powered devices.
• Electrical wiring and Grounding. Maintenance and Installation of PIU, Battery banks in cellphone towers.
• Knowledge of handling Apple Tools (Hardware and Software).
• Able to operate effectively in a team environment, operate with minimal supervision. Able to manage time
effectively, set priorities appropriately, schedule calls. Able to maintain professional demeanor under
stress.
EMPLOYMENT DETAILS

May-2018 to Till now with Consolidated Premium Retailers (PlanetCare) as Service Engineer (Apple
Authorized Service Provider)

Key Result Areas:

 Greeted customers entering the store to ascertain what each customer wanted or needed. Answering product
questions with up‐to‐date knowledge of service for customer satisfaction.

 Described product to customers and accurately explained details and care of service, asking open ended questions to
identify customersʹ needs and match them with the best product services.
 Expert in training individuals and groups the features and benefits of our entire line of products(Apple iMac, Mac
iPad, iPhone), to maximize their overall experience with the Apple ecosystem.

 Actively pursued personal learning and development opportunities, while working with management to share best
practices for service and customer service with other team members to help improve the storeʹs efficiency.

 Maintaining all the Parameters of Apple service policies and ensure Team to achieve all the parameters.
 Maintaining entries in GSX and CRM once the repairs are completed.
 Conducting the Meeting on daily basis for team members about service repair needs and driving customer
satisfaction.
 Preparing Tools and Components and Solving Onsite jobs for corporate customers.
 Increasing Company Revenue, Call Volumes and contribute to the profitability of the Centre.
 Maintaining inward and outward reports and share the reports to Management on daily basis.

Jul-2016 to Mar-2018 with Authorized Service Center for Micromax Mobiles as Service Engineer

Key Result Areas:

 Identified and resolve hardware to software problems, to give solutions to each customer’s Mobiles and Tablets.
 Handling in hardware and software troubleshooting and escalation’s calls.
 Provided creative solutions and CRM process on a daily basis for an average of 50 customers a day.
 Supervised technician teams and junior engineers, provided training and instruction whenever necessary.
 Risk Handling from Customer Side Escalations.
 Dealing with customers and resolving customer issues as and when required.
 Make entries in Service portal and local CRM once the repairs are completed
 Conducting the Meeting daily service repair needs and driving customer satisfaction.
 Handling TAT Calls and KPI/KCI Parameters.
 Managing the Store and accounts activities.
 To contribute to the profitability of the Centre.
 Increasing Company Revenue and Call Volumes.
 Preparing various MIS reports (Daily Finance report, Review report,etc) or other special reports for management

Dec-2015 to Jun-2016 with iQor Global Services (India) Pvt Ltd., (Authorized Service Provider of Panasonic &
Karbonn)

Key Result Areas:.

• Supervised technician teams and junior engineers, provided training and instruction whenever necessary.
• Created risk mitigation plans for the possible scenario of hardware failure.
• Work Assignment and assist to buddies in my team.
• Knowledge Transfer to Other Branch Technicians in Overall Tamil Nadu
• Risk Handling from Customer Side Escalations.
• Handling TAT Calls and KPI/KCI Parameters.
• Conduct technical training to team members.
• Support start-up and troubleshooting activities and manage field work.
• Troubleshoot and diagnose issues, and root cause failure testing.
Feb-2011 to Sep-2015 with SRSAT Telecom Services as a Field Service CoOrdinator.
Key Result Areas:
• Visiting Site for taking Survey for material and tool requirements.
• Assigning resources as per requirements. Raising Purchase orders to the relevant departments and
vendors.
• Getting work permit from authorities of Indus Towers.
• Following safety standards for Riggers and electricians.
• Ensuring timely delivery of projects.
• Providing on spot solutions for the issues that arises at the time of auditing.

Aug-2009 to Feb -2011 with Authorized Service Center for LG Mobiles as Service Engineer .
Key Result Areas:
• Handling customers having various issues regarding hardware and software issues with the products.
• Managing inventory to achieve hourly completion of service.
• Providing replacements for genuine customers having issues.
• Participating trainings on newly launched products and latest Android OS.
• Increasing customer satisfaction rate and achieving targets through that.
• Achieving Target on Revenue.

Certifications And Achievements:

• Apple certification of Service fundamentals

• Apple certified Service Technician of iOS Devices (ACiT)
• Apple certified Service Technician of Mac OS Devices (ACMT)
• Won 2nd place on “Regional level Technical Olympiad” conducted by LG Electronics, Chennai
• Won 2nd place on “National level Technical Olympiad” conducted by LG Electronics, Noida
• Level 2 service operations including SMD and Micro Soldering

EDUCATION:

• Diploma in Electrical and Electronics Engineering with aggregate of 90.6% at Nanjiah Lingammal
Polytechnic College, Mettupalayam in 2009.
• SSLC passed with 76% from Mahajana Higher Secondary School, Mettupalayam in March 2006.

PERSONAL DETAILS:
• Name : Suresh
• Father name : Selvaraj
• Date of Birth : 15/May/1991
• Sex : Male
• Address : 85B, Railway Colony,
Mettupalayam,
Tamil Nadu 641305
• Nationality : Indian
• Language known : Tamil and English

DECLARATION:

I hereby declare that the above furnished details are true to the best of my knowledge

(Suresh Selvaraj)
+91-8220799495