Rohan Menon

Experience

• 

  Digital Media Lab-UMass

  Mar 2017 - Sept 2019

  3D Printing Assistant

  -3D print assistant at the Digital Media Lab at UMass. Responsible for patron consultations, processing of prints, print cleanups, troubleshooting 3D printers and giving tours of our services.-Test new methods of 3D printing with new materials and methods to improve print time, efficiency and strength-Also handle 3D scanning, virtual reality (HTC Vive) services and media production services for patrons.

• 

  Pre Framing Corp

  Jun 2018 - Aug 2018

  Mechanical Engineering Intern

  -Interned at a startup company developing framing technology for partial pre-fabricated wall structures. -Tasked with mechanical design of parts and assembly of components for prototype, machining existing components to modify them, general assembly including wiring for electrical components and testing.-Also handled programming an Arduino based system to interact with encoders, switches and sensors.

• 

  University of Massachusetts Amherst

  Sept 2018 - Dec 2018

  Capstone Design Project

  -Designed and fabricated a proof-of-concept for an automated salad vending machine -Prototype fabricated from PVC, a lead screw system used for simplicity and accuracy, stepper motors used to drive the system, and an interface using buttons and LED's, system controlled by an Arduino-Design centered keeping future scalability in mind

• 

  Amazon Fulfillment Technologies & Robotics

  Sept 2019 - now

  - Own product supportability for various Safety products by tracking support risk registers, monitor input from support teams, customers and engineering teams.- Lead cross-functional programs with Software/Hardware teams to sustain products in the field and mitigate product end of life issues.- Program manage deployment plans for Software teams to manage and deploy new software systems to 200+ customer sites through product deployment phases(Alpha/Beta/GA).- Provide program reporting, project statuses and milestones for supported products to team managers and Directors. Show less - Led a program to develop support models for a new product(AMZL) going from NPI to GA support. Owned bi-weekly syncs with engineering teams to report new customer issues and build troubleshooting metrics and processes.- Developed Subject Matter Expertise in Floor Safety Systems(FSS) and served as the escalation POC for Tier 1 technical support engineers for major issues above their support level and multi-site escalations.- Provided technical training sessions, developed troubleshooting documentation and runbooks/workflows within the FSS product space for Tier 1 support engineers.- Deep dived complex edge case software issues directly with the software teams and liaised between the customer and engineering teams. - Managed continuous improvement projects for FSS to improve system reliability and uptime and decrease issue resolution time. - Owned yearly firmware deployment of Safety systems across 200+ customer sites. Show less - Diagnosed software and systems issues for Amazon Robotics systems in customer warehouses, provided technical support to internal and external teams.- Engaged in high severity escalations to mitigate operational and production critical issues with robotics systems.- Collaborated with Software, Hardware and other engineering teams to drive root cause analysis(RCA) on complex system issues. Created Jira tickets for system bugs and feature requests to respective engineering teams.- Managed and deployed software/firmware deployments and periodic system configuration changes during high volume events to improve operational performance.- On-boarded multiple new hires as their training buddy during their first few months of training by having daily 1:1 meetings. Show less

  • Technical Program Manager

    Dec 2023 - now

  • Product Support Engineer

    Feb 2022 - Dec 2023

  • System Support Engineer

    Sept 2019 - Feb 2022