Abhinaba Mukherjee

Experience

• 

  Multy Station

  May 2008 - Mar 2010

  Hardware Engineer

  • Assembling Desktop Computer, Repair , AMC• Networking with Routers, Online Storage & Print Servers• Component Level Repair of SMPS, CRT, Printer, Motherboards & Laptops• Mobile Repairing.

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  LANDMARK INFONET PRIVATE LIMITED

  Apr 2010 - Jan 2011

  Customer Service Engineer

  • Installation & Hardware Support Dell Systems for DGS&D at East India

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  Freelancer

  Feb 2011 - Sept 2014

  Hardware Networking Engineer

  • Monthly Sales with projection Plan.• Provide Onsite Support for PC Laptop, peripherals & Networking.• Assembling Desktop Computer, Repair , AMC• Networking with Routers, Online Storage & Print Servers• Gain Maximum Customer Trust & Reliability• AMC for Service Centers of MICROMAX Mobile• AMC Support for Computer Education Schools.• Component Level Repair of SMPS, CRT, Printer, Motherboards &• Mobile Repairing.

• 

  Jeeves-F1

  Oct 2014 - Sept 2018

  • Customer Escalations• Team Management• Call Allocation• Service Excellence Metrics• Customer Satisfaction• Business Lead• AMC Lead• Prepare daily workloads for down line team members.• Prepare all the KPI, CSAT, service quality reports on daily, weekly and well as monthly basis.• Motivate the team to achieve high standards and KPI targets.• Monitor & report on standards & performance targets.• Arrange monthly ASP meetings, in order to focus on targets & achievements.• Implement on innovative thoughts.• Provide prompt and accurate information on individual team member’s performance.• Assign the logged call on daily basis to team members.• Total management of good and defective spares on weekly basis.• Visit to the dealers on monthly basis.• Handled and resolved all escalated calls until close.• Record of accomplishment to deliver results with deadlines. Show less

  • Team Lead

    Jul 2017 - Sept 2018

  • Senior Service Engineer

    Apr 2016 - Jun 2017

  • Service Engineer

    Jan 2015 - Mar 2016

  • Trainee

    Oct 2014 - Jan 2015
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  CTDI

  Sept 2018 - Aug 2020

  Technical Trainer

  • Technical Training & Certification• Technical Support• Handle Technical Escalations• Brand Support ( HPE, Asus, Xiaomi, Realme, OnePlus)• Update & Educate Engineers with latest Tech Updates• Monitor Engineer capabilities & Eligibility• Maintain TAT & Other Tech KPI’s• Provide Remote L2 Support• Initiate Corrective Action Plans to Reduce Part Consumption• Monitor & Control Repeat Repairs• Maintain data about Technical Tools Calibration• Technical Assessments & Ratings• Secure & prevent sensitive Tech credentials misuse. • R&D on major Technical Issues• Technical Audit to maintain Quality Repairs • Fulfill Management Requirements• Archive Maximum Satisfied Customer Feedback• Control East Region 50+ Locations (ASP + Branch) Show less

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  Jeeves-F1

  Aug 2020 - Apr 2021

  Technical Trainer

  Technical Training (Asus Project)Technical Support Mobility + Notebook Handle Technical Escalations Update & Educate Engineers with latest Tech Updates Monitor Engineer capabilities & Eligibility Maintain TAT & Other Tech KPI’s Provide Remote L2 SupportInitiate Corrective Action Plans to Reduce Part ConsumptionMonitor & Control Repeat Repairs Maintain data about Technical Tools & Jigs Technical Assessments & Ratings Secure & prevent sensitive Tech credentials misuse. R&D on major Technical Issues Technical Audit to maintain Quality Repairs Fulfill Management Requirements Prepare Performance Reports for ASP’s Reporting to Brand TSD & attend KPI review meets Archive Maximum Satisfied Customer Feedback Control North + East Region 50+ Locations (ASP + Branch) Show less

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  Xiaomi India

  Apr 2021 - Jan 2023

  Technical Trainer

  Technical Training (Classroom + OJT + Online) NPI / Refresher / Category based Training Technical Support Mobility + Ecosystem + Notebook + TV + Water Purifier + Robot Vacuum Cleaner Handle Technical Escalations Educate Engineers & Upgrade Skill through LMS Monitor Engineer capabilities & Eligibility Via LMS Certification (Monthly) & LMS Weekly Evaluation Quality Control through Sample Collection + Issue Raise + QC Tool Utilization + Root Cause Analysis Maintain Tech KPI’s like CPC, Repeat Repair Hygiene Check while visit to Service Centers Initiate Corrective Action Plans with ASP Trainers & Team Review & prepare Projection Plan Maintain availability of Technical Tools & Jigs Prepare Performance Reports for ASP’s Control 100+ Service Centers in East Region Show less

• 

  Reliance ResQ

  Jan 2024 - Jul 2024

  Technical Focal

  Educate Engineers & Upgrade Skill through Technical Training (Classroom + Online)Technical Support of Notebook ProductsHandle & Support entire state Field OperationsHandle Operational & Technical EscalationsBrand Support (Asus, HP, Lenovo)Plan, Review & Achievement of KPI’sTrade & SVC visit as per PJP to streamline operation.Maintain SVC Hygiene FactorsMaintain C-Sat by timely service resolutions.Prepare Performance Reports for corrective actions.Handle Extended Warranty Support to customers.Arrange regular review meetings, in order to focus on KPI targets & achievements.Control entire Gujarat State COCO + FOFO locations. Show less

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  Flipkart

  Jul 2024 - now

  Branch Manager

  F1 Info Solutions & Services Private Limited