OSBERT MENDONCA

• A qualified B.E, accented with the latest trends and techniques of the field, with nearly 7.5 years of experience.
• Experience as Team Lead coach, motivate and support team members to achieve success and develop
• Experience as 3TS Engineer resolving issues that cannot be resolved by levels 1 & 2 CS and working closely with the Support Team, Engineering, Product Management, and Global Services for resolve issues/debugging.
• Manufacturing and Quality Control of Track and Trace Projects, Filling Lines for Vial and Ampoul
• Installation and commissioning Projects (FAT, IQ/OQ/PQ, and SAT)
• Implemented Process Improvement and Design Improvement Projects.
• Experienced in control panels for LV and MV and PLC Programming/Troubleshooting,
• Hand on various Software like Jira, Chili, GitLab, SAP, Poka, Opira, AutoCAD, E-Plan, Basic XML and SQL,

Intime, Netsute, Saleforce

Systech International/Dover Corporation      (American base company)

Technical Support Lead /Technical Support Engineer Level 3

April 2019 to date

• Lead, coach, motivate and support team members to achieve success and develop
• Guiding their team through technical issues and challenge
• Assign tasks, supervise, mentor, and complete timely performance & Creating end goals for their team
• Hire and onboard new employees, Managing SLA, Daily Reporting, and team's leave planning
• Continuously contribute towards process improvement, Analyzing users' needs, and then finding applications to serve them
• Conducting security audits to identify areas of improvement, Checking that software and applications are updated & Supervising system modifications.
• Having enough product knowledge and experience to resolve most of the issues customers present to CS. As a Level 3TS Engineer is capable of also performing the tasks of Level 1 and Level 2 Customer Care Support Representatives.  
•  Work on production issues that could not be resolved by the Customer Care Support Representative staff or channel partner. Ensure use cases and all supporting material (e.g. DB backups, archive files, traces/logs, descriptions, messages, software versions) are available for debugging procedures
• Maintain required product environments for the Support Team. Responsible for reproducing/confirming product defects, reporting such defects to the Level 3 Support Team, and offering potential software fixes. Ensure that all actions and discussions pertaining to issues are documented in CRM. Participate in a CS on-call rotation for 24 x 7x365 SLA support. Traveling to client sites to assist with issue resolution. 
•  Maintain & create material to foster improved product technical knowledge across all CCTS team members. Help determine product knowledge gaps for future mitigation. Document Tips, Tricks, and all diagnostic tooling & procedures
•  Understand the system service delivery methodology and act as the first line of trusted technical customer contact. Maintain significant coordination with customers and OEM partner companies.

Optel Group            (Canadian based company)

Project Engineer

October 2016 to March 2019

• Installation of serialized track and trace and non-serialized solutions.         
• Designing serialized Projects for Pharmaceutical lines and provide system training to customers
• Experience in ERP, OSM, LDAP, and Post Integration Customer support.
• Solving Complex Problems and arriving at the Root Cause analysis.
• On-field Project Integration & Testing including FAT & SAT Actively
• Participated in engineering Visits & promoting new products
• Making Technical proposals/presentations in coordination with the sales team and Involved in improvement & beneficial changes of the projects                                                                                                                                          
• Hand on various field instruments like Coders P&A, Cameras, AC drives, Scanners, Motrona, Simulator, Net burner, RAID Card, Routers, UPS, Min LCD (Orbital Matrix), CLI Cards, Kompano (Sacner)
• Built Solutions with Aesus Carton tracker, NJM bottle tracker, Bundle tracker, Herma & Germark (Tamper evident)

  Petals Engineers Pvt. Ltd. & Petals Innovative Pvt. Ltd 

(Pharmaceutical Equipment’s manufacturer)

                                              Electrical & Electronics Engineer (March 2014 to October 2016)

• Design of Electrical Control Schematic with AutoCAD & E-Plan
• Performing Electrical Acceptance Test on Control Panels and Maintenance of The Plant 
• Verifying Functionality of Switch Gears, components, and Wiring of Control Panels and Functionality testing of the machine
• Ladder logic/ HMI program development for Ampoule and Vial Lines.
• Installation and commissioning of Vial and Ampoule lines (FAT, IQ/OQ/PQ, and SAT)
• PLC configuration-Siemens MM440, AB Power flexes 4M, Mitsubishi D700, and S500.
•       Configuration of field instruments- Stepper Motor, Encoder, Pressure transmitters, Chartless Recorders 

• BE in Electronics and communication
• DIPLOMA in Electronics and communication
• ITI in Electronics Mech