BILAL AHMED KHAN
Summary
Self-motivated Customer Support Engineer with a background in equipment installation and repairing products onsite. A bilingual employee with over 17 years of delivering product information, bug fixes and technical data. Highly knowledgeable in diagnostics, Repairing and team management.
Overview
19
19
years of professional experience
Work History
Senior Customer Support Engineer
E-Flex LLC (Al Abbas Group)
Dubai, U.A.E
12.2012 - Current
- Maintaining Electromechanical machines, PITNEY BOWES inserting & DATACARD PVC card printing and Personalization.
- Diagnosed and troubleshot hardware, software and electronics issues.
- Monthly preventive & maintenance
- Responsibility to keep updating & ordering spare parts inventory. Ensure to all necessary parts should be in stock
- Communication with manufacturer for technical issues
- Try and contributing to achieve the department annual target.
- Streamlined support processes for improved efficiency and reduced response times.
- Developed strong relationships with key clients, ensuring long-term customer loyalty and repeat business.
- Delivered exceptional customer service by maintaining regular communication with clients throughout the support process.
- Managed high-priority cases, coordinating resources and driving issue resolution to meet strict SLA requirements
- Enhanced customer satisfaction by promptly addressing and resolving complex technical issues.
- Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
Service Executive
Shirazi Trading Company pvt LTD.
Pakistan
01.2007 - 01.2012
- Working on PITNEY BOWES FPS14K & MSE14K inserting machine and CANNON Scanners
- Provide Mechanical, Electronics and Software Support
- Configuration & setup machine software as per customer requirements.
- Monthly preventive & maintenance
- MIS update
- Updating spare parts inventory.
- Machine fault log updating and diagnosing
- Provides Hands on training to untrained staff about setup and machine operation
- Provide service support 24/7.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Coordinated resources efficiently during high-volume periods, ensuring timely completion of all tasks without compromising quality.
Electronics Technician
ARTISTIC FABRIC MILL
Pakistan
01.2006 - 01.2007
- Working on SULZER, SMITH KLINE weaving machines
- Monthly preventive maintenance/ overhauling equipment.
- Machine log updating and maintaining
- Attending complains call related to electrical and electronics.
- Monitored and tested equipment performance to diagnose and resolve problems.
- Troubleshot and resolved equipment failures to reduce operational disruption.
Assistant Fixer
RENFRO CRESCENT (PVT) LTD.
Pakistan
01.2005 - 01.2006
- Troubleshooting and diagnosing hardware issues of knitting machine
- Maintaining 100% production efficiency of (ANGE-15) socks knitting machine
- Diagnosed equipment issues by analyzing error messages and testing results.
- Analyzed blueprints and manufacturer instructions to take apart and reassemble machinery for maintenance and component replacements.
Education
Diploma of Associate Engineering - Electronics Technology
Government College of Technology
Karachi Pakistan01.2005
Skills
- Computer hardware troubleshooting
- Equipment Installation
- Teamwork and Collaboration
- Friendly and Patient
- Technical Troubleshooting
- Documentation And Reporting
- Service Schedule Coordination
- Customer Support
- Repair work
- Microsoft Windows and Office
Personal Information
- Passport Number: CD4128852
- Father's Name: Muhammad Salahuddin Khan
- Date of Birth: 06/09/1986
- Driving License: Dubai Based
- Marital Status: Married
- Religion: Islam
Timeline
Senior Customer Support Engineer
E-Flex LLC (Al Abbas Group)
12.2012 - Current
Service Executive
Shirazi Trading Company pvt LTD.
01.2007 - 01.2012
Electronics Technician
ARTISTIC FABRIC MILL
01.2006 - 01.2007
Assistant Fixer
RENFRO CRESCENT (PVT) LTD.
01.2005 - 01.2006
Diploma of Associate Engineering - Electronics Technology
Government College of Technology