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Prabhuram
Tanzania
10+ yrs
Yes
Yes
Technical Head
I wish to build my career with a leading corporate having competitive and challenging environment where i can explore myself and realize my full potential. Keen to play a key Role in the success and growth of the organization, If I get an opportunity to associate with.
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akkalmandapam, Coimbatore during 1989 1994.
ACHIEVEMENTS & CERTIFICATIONS
Advanced Diploma in Hardware maintenance from Access Centre for Networking Technology, Sungam, Coimbatore, India. This is an Authorized Coaching centre of Novell Inc.
Certified as a Best performer by Diebold Systems Pvt Ltd.
EXPERIENCE SUMMARY
I have a total experience of around 12+ yrs in Servicing and Customer support positions. Specialized In Diebold make Automated Teller Machine Servicing, Maintenance and Support. The projects based on 24x7, to provide support for Software/ Hardware installation, Maintenance and servicing.
SCI (Tanzania) Ltd(Apr07 to till date)
Name of the Company:SCI NCR (Tanzania) Ltd., Dar Es Salaam, Tanzania.
Major Client:StandChart, Barclays, CRDB, NBC, NMB, FBME and Stanbic Banks.
Designation held:Asst. Manager Customer Support.
Job Description:
Working in Customer support Department and providing 24 x 7 based support for Breakdown Calls, Assistance Calls, Software and all Hardware related issues in the NCR make ATMs and CDs. Here we are maintaining around 300 ATMs and CDs and mostly Lobby models and specifically CDs. Servers are situated in South Africa and we are used to give support from Offshore for network related issues.
Responsibilities
Coordinate all aspects of ATM installations
Collect site information and Network information
Follow up on software orders
Follow up with customers to ensure they have taken all necessary steps
Coordinate install dates and to arrange shipping
Arrange the Bring Live
Pass completed info onto service position to follow up with service contracts
Coordinate field upgrades of ATMs
Assisting Field service phone calls then direct or delegate and follow up
Accounting and Parts administrative support
Monitoring the AMC status for renewals and new Contracts for better revenues for technical department.
Study of product reliability and critical spares consumptions for NCR products and analyzing the spares usage trends and ordering accordingly.
Supporting and monitoring day to day activities of technical team
Sharp products AMC executions and payment collections.
Providing service support to the ongoing process of installed base.
Providing Training to the ATM Officers in the banks.
Providing upcountry support for Service calls maintenance.
Project role outs monitoring of BNA up gradation in ATMs.
Inkarp Telecom India (P) Ltd (Nov06 to Mar07)
Name of the Company:Inkarp Telecom India Pvt Ltd., Chennai, India.
Major Clients:Satyam Computers, Slash Support, TCS and Abacus.
Designation held:Asst. Manager - Projects.
Job Description:
Worked as an Asst. Manager Projects in Projects Department and provided Project management support for all on-going, existing and new Installation of Avaya Global connect products, Polycom and Sony Video conferencing products, Definity and Aria product across southern region.
Responsibilities
Identifying, tracking managing and resolving project issues
Proactively disseminating project information to all stakeholders
Identifying, managing and mitigating project risk
Ensuring that the solution is of acceptable quality
Proactively managing scope to ensure that only what was agreed to is delivered, unlesschanges are approved through scope management
Defining and collecting metrics to give a sense for how the project is progressing and whether the deliverables produced are acceptable.
Managing the overall work plan to ensure work is assigned and completed on time and within budget
Managing the Projects of Avaya Global Connect, Definity, Extreme, Aria, and Polycom products.
Diebold Systems (P) Ltd (Mar98 to Oct06)
Name of the Company:Diebold Systems (P) Ltd., Montieth Road, Egmore, Chennai, India.
Major Clients:ICICI, UTI, Indusind, PNB, BOB, Indian Bank and Federal Bank.
Designation held:Customer Support Executive.
Job Description:
Joined as a Field Service Engineer and then held positions as Sr. Field Service Engineer, Customer Support Executive, Sr. Customer Support Executive and Service Account Manager. Provided 24 x 7 based support for Breakdown Calls, Assistance Calls, Software and all Hardware related issues in the Diebold make ATMs/CDs and its accessories. Here I had maintained around 130 ATMs and CDs and mostly Front Load Lobby models. Servers like Base24/ Switch/ CR2/ Logika Switch/ KAPITI are situated in Mumbai/ Bangalore/ Delhi and we used to give support from Offshore for network related issues.
Responsibilities
Installation and Maintenance of DIEBOLD i and ix Series ATMs and CDs.
Installation and Maintenance of Synergistic and Honeyteq Access lock Card reader and Its Controller Systems, Video Surveillance Systems and Embossing Machines.
Service calls maintenance.
Providing Training to the ATM Officers in the banks.
Providing Training to Newly joined Engineers.
Performing Preventive Maintenances to the installed units.
Installation of Hardware in New ATMs, Cash Dispensers, Access Lock Card Reader and its Controller Systems, Video Surveillance Systems.
Programming in SYNERGISTICS, CMS and Honeyteq Access Lock and Controller systems.
Installation of Operating Systems in New ATMs such as OS/2 WARP, OS/2 Warp Connect, OS/2 MERILIN, WINDOWS NT and Windows 2000 Professional.
Installation of the ATM Application Software such as Terminal Control Software (TCS), TCS PLUS (Under Windows 2000 Professional OS Environment), PC to ATM Controlling Environment (PACE), Communication Sub System (CSS), Video Surveillance System (VSS), Electronic Data Capture(EDC), Store and Forward Utility (SAFU) and CR2 ATM Application under Windows NT Operating System Environment.
Installation of IDVR (Internal Digital Video Recorders) and EDVR (External Digital Video Recorders) in the PCs and ATMs for capturing the motions and activities of the Cardholders.
Customizations for the ATMs.
Worked with ATMSTARWARE under Windows NT Operating System environment, This is an Application, used to connect the ATMs to the Bank Servers and worked with NOVELL NETWARE of SBI to connect the Bank Master Server with ATMs through ATMSTARWARE Application.
Worked with ATMSTARWARE under UNIX Operating System environment for connecting the ATMs to the Bank Server, Such as NELLITO, VEERMATHI, ISBS & BANKS 2000.
Worked with the ATMSTAR under UNIX Operating System environment for connecting the Bank Server to ATMs, Such as KAPITI & FINNACLE.
Worked with Direct connect ATMs (ATMs will be connected to a Centralized Server, such as BASE24, LOGIKA, SWITCH, EURONET, NARADHA and OASIS)
Worked with CR2 BWAC (BANK WORLD ATM CLIENT APPLICATION) for CANARA BANK ATMs.
Spares and Stock maintenance in the Branch office.
AMC collections and Office Correspondences.
Managing the activities of Branch Office and other nearby Branch offices.
Service Account Manager Diebold Southern Region
Acted as a Single Point of Contact (SPOC) for the particular account on Regional Level.
Ensured that customer contact points are met periodically & particular customer is updated on Diebolds service levels & SLAs.
An excellent relationship with all concerned is built within the said Account.
Ensured that periodic reports are submitted to the concerned accounts covering all SLA points.
Ensured that all service projects (New Installations, EPP4(Encrypted Pin Pad) Project rollout, Icons loading, Patch Loading, Up gradation, PMs(Preventive Maintenance), Customer trainings) for the particular customer are tracked & rolled out as per timelines on Regional Level.
Ensured the pending IC(Installation certificate) tracking for all ICs for the particular account is done & ICs are collected on time.
Worked in close co-ordination with SLA advisor, Team Leaders and ensure that Customer complaints / calls are addressed within SLA (Service Level Agreement).
Worked in close co-ordination with the concerned Regional Service & Sales Account Manager to ensure timely signing of AMC agreement & payment collections.
Tracking service collectables & accountable for service collections for the Particular account.
Ensured that the TDS Certificates are collected and submitted to finance from Respective accounts.
Tracked the service levels of 3rd party products, which affect the uptime (PC, UPS Etc), and follow up with concerned vendor & supply chain team.
Orbit Technical Services(Aug97 Feb98)
Name of the Company:OTS, Ramanathapuram, Coimbatore, India.(Authorized Service Franchisee of Wipro Infotech Ltd)
Major Clients:ICICI Ltd, Servall, LMW Group, SBI.
Designation held:Customer Support Engineer.
Job Description:
Joined as a Customer Support Engineer and provided support for Breakdown Calls, Assistance Calls, Software and all Hardware related issues in the Wipro Infotech make PCs and Printers and its Accessories.
Responsibilities
Installation and Maintenance of Hardware and Software in PCs and in Networks such as LAN and WAN.
Installation and Maintenance of EPSON Dot Matrix Printers, HCL INKJET and LASERJET Printers.
Installation of Operating Systems such as DOS, WINDOWSXX, Windows NT, UNIX, NETWARE, etc.
Installation of Software applications according to the Customer request.
Installation and configuration of Network printers and Scanners.
AMC follow ups and collections.
Consumable sales to the existing Customers.
SOFTWARE SKILLS SET
Operating Systems:
MS - DOS, SCO UNIX, WINDOWS 9X, WINDOWS NT, WINDOWS 2000 PROFESSIONAL, OS/2, OS/2 WARP and OS/2 MERILIN.
Packages:
MS Word, MS Excel, MS Access, MS Power Point and Word Star.
DECLARATION
I do hereby certify that above particulars given by me are true and correct to the best of my knowledge.
Yours truly,
S.PRABHU RAM SINGH
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