Summary
Work History
Education
Skills
Generic
Basil Varghese

Basil Varghese

Senior AV Technical Support
Dubai

Summary

Results-driven Senior UC (Unified Communications), AV (Audio-Visual) and Extra low voltage (ELV) System Technical Support Engineer with 8 years of experience in providing expert designing, implementing, configuration,troubleshooting and technical support for complex UC, AV and ELV systems. Proficient in collaborating with cross-functional teams, clients, and stakeholders to deliver top-notch support and drive customer satisfaction. Possess a strong foundation in networking, system integration, and technology trends, enabling effective problem-solving and innovative solutions. Committed to continuous learning and staying updated on the latest developments in UC and AV technologies to provide cutting-edge support.

Work History

AV&UC Technical Support Engineer

Dutco Tennant LLC
Dubai
2022.11 - Current
  • Expertise in UC & AV systems performance
  • (Exp, Onelan/Reserva, Jabra, Screenbeam, Nureva, Aver, Key Digital, Powersoft, Biamp, Optimal Audio etc.)
  • Installation and Configuration of AV and UC systems.
  • Technical Troubleshooting: Identify, diagnose, and resolve technical issues related to unified communications and audio/video products.
  • This could involve analyzing hardware, software, network, and configuration problems to provide effective solutions.
  • Customer Support: Interact with customers to understand and assess their technical issues, provide guidance, and resolve problems efficiently
  • Maintain a customer-centric approach and ensure a positive customer experience.
  • Remote Assistance: Provide remote technical support to customers via phone, email, chat, or remote desktop tools
  • Guide users through step-by-step troubleshooting processes to address their concerns
  • Provide technical guidance to UC and AV systems and ensure the best products are proposed which will fully comply with the specification
  • Documentation: Create and update technical documentation, user guides, troubleshooting guides, and knowledge base articles to assist both customers and internal teams in resolving common issues
  • Escalation Management: Determine when issues need to be escalated to higher-level support or development teams
  • Collaborate effectively with other support tiers to ensure timely resolution
  • Testing and QA: Assist in testing new product releases, updates, and patches to identify potential issues or bugs
  • Provide feedback to the development team to enhance product quality
  • Training and product demonstration: Conduct training sessions/product demonstration for customers, partners, and internal teams to educate them about product features, best practices, and configuration and troubleshooting techniques
  • Remote Monitoring and Maintenance: Proactively monitor customers' UC and AV systems to identify potential problems before they become critical.
  • Collaboration: Work closely with cross-functional teams, including developers, engineers, and product managers, to communicate customer feedback, report bugs, and contribute to product improvement.
  • Feedback Loop: Gather customer feedback and insights from support interactions.
  • Share this feedback with relevant teams to influence product development, improvements, and updates.
  • Time Management: Efficiently manage and prioritize multiple support cases to meet response and resolution time targets
  • Customer Satisfaction: Strive to achieve high customer satisfaction by providing accurate, timely, and effective technical support that addresses customers' needs and concerns.
  • Ensuring that customers can effectively utilize unified communications and audio/video products, resolving any technical challenges they encounter, and contributing to the overall success of the product and the customer's experience.

ELV/AV Project Engineer

REGAL TECHNOLOGIES CO.LLC
Dubai
2020.12 - 2022.10
  • Prepare, schedule, coordinate and monitor the assigned engineering projects
  • Expertise in ELV /AV systems performance. (Exp-CCTV, ACS, GB, ICT, HAS, PA, AV, Intercom).
  • SIRA Portals, Video Guard Portal related works
  • Designing a security solution as per SIRA, GRA, MCC, and other industry regulations standards.
  • Direct, supervise, and control qualified sub-contractors /internal project team members to ensure work is executed to approved drawings/specifications and take appropriate corrective actions.
  • Manage the project team and complete the daily assigned tasks based on the SLA.
  • Being a point of contact for various working groups.
  • Participate in project design meetings and propose improvements if necessary.
  • Manage project-related paperwork by ensuring all necessary materials are current, properly filed, and stored.
  • Interact daily with the clients to interpret their needs and requirements and represent them in the field.
  • Analyzing technical drawings, interpreting specifications, and determining the ELV/AV requirements of a given project.
  • Cooperate and communicate effectively with the project manager and other project participants to provide assistance and technical support.
  • Prepare BOQ and project executions.
  • Provide technical support to the sales staff as and when required.
  • Planning and procurement of installation material from the stores as per the requirement of the site.
  • Ensuring that the installation materials are as per the requirement of the site.
  • Training of the customer's assigned representative in the usage of the installed system.
  • Coordination with Draftsman and Document Controller for preparation of Shop Drawings & Material submittals respectively.
  • Meeting with clients to clarify the queries issues related to the proposals.
  • Coordinating with the Project Manager and Engineers to provide the brief about the Project Design
  • Support the Sales team by technically qualifying opportunities and making recommendations on solution feasibility, quantifying risks, and authoring technical bid content
  • Creating detailed design reports, project program, progress reports and other technical documentations as per the scope of work
  • Pre-planning & labor/manpower forecasting for engineering and other technical activities relating to project
  • Technical Presentations & Product demos – preparation.

ELV Estimation & Project Engineer

INFOCARE SURVEILLANCE SYSTEM LLC
Dubai
2015.08 - 2020.11
  • Develops project objectives by reviewing project proposals and plans, and conferring with management
  • Design, installation, configuration, integration, testing, and Maintenance of CCTV and Access Control System, Barriers, P.A system, SMATV, PABX, BGM intercom & Intruder Alarm Systems
  • Ensuring handing over of projects as per Project Specifications, Schedule, and in line with Company Standards
  • Reviewing Manpower planning and allocating resources where necessary for the efficient execution of works
  • Collaborate with the procurement department to ensure the timely availability of necessary materials
  • Assist in the development of project schedules and manpower requirements and ensure execution as per the schedule
  • Prepare methods statements, submit them for the client’s approval, and ensure adherence to the approved statements throughout the project
  • Perform project engineering duties on small to medium-sized projects including ELV coordination
  • Verifying the scope of works based on tender documents on the award of the Project
  • Making technical presentations and demonstrating how a product will meet client needs
  • Conduct customer site surveys and provide sales engineering support, including collecting and recording detailed operational, functional, and technical requirements, developing project scopes, and providing overall system costing
  • Understanding plans and specifications to identify the types and grades of materials and equipment needed to ensure compliance with project requirements
  • Determines project specifications by studying product design, customer requirements, and performance standards; completing technical studies, and preparing cost estimates.

Education

Master of Technology (M. Tech) - VLSI and Embedded Systems

Mahatma Gandhi University
Kerala, India
2011.09 - 2014.12

Bachelor of Engineering (B.E) - Electronics and Communication Engineering

Vinayaka Missions University
Tamil Nadu, India
2007.08 - 2011.04

Skills

UC,AV and ELV System Design, Installation and Configurationundefined

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Basil VargheseSenior AV Technical Support