Champak Khanra

Experienced Tech. support professional with experience in customer and product support
of Access Control, CCTV, Fire Detection, and PAVA systems.

Phone: 9051070516

Address: House No 155/5 Jagannathpur Road Ferighatpara

P.O. Fuleshwar
DIST Howrah
West Bengal
PIN 711316

Email : champak.khanra@gmail.com

Six Sigma Green Belt certified professional with experience in managing customer and product
support for more than 8 years, supporting on various stages of business-like Pre-Sales, Bid
Management, Post Sales and After Market Services with extensive work experience of Design,
Installation, Commissioning and troubleshooting of IBMS Systems like Fire Detection, BMS,
Access Control, CCTV & Public Address systems.

CAREER TIMELINE

Till Date

Jan 2021 Service Executive

Siemens Ltd.
Smart Infrastructure

May 2016 Exp. Tech Support Specialist

Honeywell
Building Products
Sept 2014 Asst. Technical Manager
Honeywell
ADI Division
Sept 2013 Site Engineer
Honeywell
Building Solutions
June 2012 Senior Trainer
Lalani
Computer Academy
Jan 1990 1|Page
SKILLS
▪ Installation & commissioning of low voltage security products like Access Control
system, Intrusion System, CCTV security system with AI based video analytics.
▪ Working with life safety devices like Fire alarming system (FAS) and PAVA systems.
▪ Working with Windows servers and Microsoft SQL databases.
▪ Design and implementation of small-scale network backbone.
▪ Creating tech-notes, technical trainings, and seminars for educating Customer, Business
Partners, and internal team.
▪ Pre-sales support for solution designing, value engineering & cost optimization.
▪ Maintain ownership of technical issue through closure within timeline.
▪ Provide L2/L3 Level direct troubleshooting assistance to customers by responding in real
time to customer technical inquires via phone, email and on-site presence as necessary.
▪ Share best practices implementation with team and peers to promote continuous
improvement and enhance customer satisfaction.
▪ Experienced team player with interpersonal communication skills to resolve customer
escalations, enhanced problem solving and time management skills.

EXPERIENCE
Jan 2021 – Till Date

Siemens Ltd. – Smart Infrastructure

Service Executive

Key responsibility

1. Service Operation delivery to customers as per SLA ensuring customer satisfaction,

repeated business opportunities and increasing install base.
2. Ensure project delivery and handover (Techno commercial) within agreed timeline.
3. Support service sales team for design & engineering of IBMS systems (CCTV, ACS,
FAS, BMS, PAVA) for service line jobs like retrofit, migration and expansion.
4. Achieve month on month turn over targets against booked orders.
5. Evaluate quotes from suppliers for supply and service level jobs improving project
execution profitability.
6. Ensure timely collection of payments from customers, contributing to cash flow.
7. Lead site team of experienced service professionals offering timely support to
customers.
8. Promote digitalization and remote service platforms of siemens in region
contributing to subscription-based revenue model initiative.

Key Achievements Are,

1. Achieved timely support through team empowerment for critical pharma & medical
projects like Sun pharma, Cipla, Excel Care, West Bengal Hospitals, hotel industry like
Hyatt Regency Kolkata, Radisson etc.
2. Achieved month on month turnover and cash collection target.

2|Page
Honeywell - Building Products May 2016 – Dec 2020
Technical Support Specialist

Key responsibility

1. L2 & L3 level product and customer support for Honeywell Building products
(Security Portfolio) enabling enhanced customer experience.
2. Solution designing, BOQ optimization and pre-sales support for sales team enabling
business growth and new sales.
3. Conduct product and technical training for internal team, installers and business
partners enabling competency development.
4. Conduct product demo, marketing events enabling brand awareness in remote cities.
5. Onsite support for critical cases enabling customer satisfaction and revenue
generation.
6. Support for internal L1 and L2 support team and point of contact for factory and
developer co-ordination in terms of Honeywell Video product portfolio.

Key Accomplishment

• Achieved Customer satisfaction letter every Qtr. from different enterprise and
government customers.
• Improved FCR and CCR for Video products by applying lean six sigma principles.
• Refreshed and created repository for video products to support customers.
• Supported for key accounts like IIT, IOCL, NIT, Defense sector, Royal academy-
Bhutan, Royal Museum- Nepal, various Govt and private projects in Bangladesh like
Bangladesh election Commission, Dhaka university, Sheraton etc.

Honeywell - ADI Sept 2014 to Mar 2016

Asst. Technical Manager
Key responsibilities included

1. Pre and After sales support for products from around 50 + OEMs under ADI portfolio
that included CCTV, Fire alarm, Access control, Building management, home
automation and lighting management systems.
2. Service of faulty material within TAT as per the warranty matrix of OEM enabling
customer satisfaction.
3. Conducted training for customers and internal sales managers on CCTV, FAS, PA,
ACS, BMS products of various OEMs enabling competency development of team.
4. Maintained branch demo display of products from various OEM and conducted demo
of new/existing product to partners and end customers enabling customer
experience and boosting new business.
5. Conducted paid trainings, onsite support to customers enabling revenue generation
to business.

3|Page
Key accomplishment included

• Streamlined post-sales support structure for the north east territory thereby
improved customer satisfaction.
• Organized remote skill development sessions for North -east customers through
trainings, webinars, FAQ/ SOP creation and training materials for partners and
installers enabling customer competency and driving sales.
• Improved overall support structure for the east- other customers that helped to
grow business in the territory.

Honeywell - Building Solutions Sept 2013 to Aug 2014

Site Engineer under Third party Payroll.
Key responsibilities included
1. Commissioning & Technical Troubleshooting of IBMS Systems.
2. Design & Engineering of IBMS Systems (Fire Detection & Alarm, Access Control,
CCTV, BMS) for Service Line Jobs
3. After market service, preventive maintenance and breakdown call support to client
ensuring service delivery within agreed SLA.
4. Generating new business opportunity from existing projects.
5. Ensure Projects Delivery & Handover (Techno Commercial) within agreed timelines
6. Lead a team of 10+ technicians and 6 system operators deputed at end customer
facility.

Completed and handled key projects/ accounts independently like,

• Datacenter renovation project for BSNL, Kolkata

• TCS Eco space handover project from installation team
• HCL building revamp.
• KMDA datacenter project.
• Airtel MSC projects across East.
• IOCL Maurigram project.

Lalani computer Academy June 2012 to Aug 2013

Sr. Trainer - IT hardware and Networking
Key responsibilities included,
1. Conduct hands-on training on computer hardware, networking, telecom and chip
level electronics in branch.
2. Looking after branch business development by counselling new students/corporates,
branding at remote areas with new scholarship program to increase student inflow.

4|Page
 3. Handled a team of 5 junior teachers.
4. Be a part of the administration team to deliver business improvement strategies in
line with the management objectives.

Key functional initiatives and accomplishments were,

▪ Developed SOP for an enhanced experience for students.
▪ Developed internal knowledge sharing training sessions for internal trainers
▪ Developed strategies for special discounted courses for existing students.
▪ Successfully completed "LALANI CERTIFIED TRAINER" program.
▪ Achieved the "Best Branch of the Year-2012" award for exceeding the expected number
of student enrollment through student scholarship program.

Recognitions
Q3 2018
Bravo Bronze
Honeywell
Awarded Bravo Bronze award for going beyond the regular job responsibilities in supporting
the customers of north and west region when there was no support function available.

Q1 2020
Customer Experience Impact Team Award
Honeywell
Awarded for being a part of a team that delivered outstanding customer experience by
driving Six Sigma Project to Improve CCR and FCR for Technical support on Security
Products.

Customer Experience Impact Award Q3 2020

Honeywell

Awarded for extended support for L3 video specialist role supporting other team members,
developing KCS articles on video products, trainings for partners & Internal teams,
coordinating with Engineering team and suppliers to address product defects, working
actively with partners and end customers across India.

5|Page
EDUCATION
2008-2012
West Bengal University of Technology (W.B.U.T)
Bachelor of technology
Completed Bachelor of Technology (B. Tech) in Electronics and Communication Engineering
(E.C.E) with score of 7.83 DGPA on a scale of 10 from Dumkal Institute of Technology
affiliated to WBUT.

St. Xavier’s School - Higher Secondary 2006-2008

Higher Secondary
Completed the Higher Secondary School (10+2) examinations with a score of 68 percent
from St. Xavier’s School affiliated to the West Bengal Council of Higher Secondary Education
(W.B.C.H.S.E).

St. Xavier’s School - Secondary Section 2006

Madhyamik (Secondary)
Completed the Secondary School (Madhyamik) examinations with a score of 83.2 percent
from St. Xavier’s School affiliated to the West Bengal Board of Secondary Education
(W.B.B.S.E).

CERTIFICATIONS
Apr 2020

Six Sigma Core Green Belt

Honeywell Lean Six Sigma
Awarded Six Sigma Core Green Belt certificate for successful completion of project on "
Improving technical support experience of customers using Honeywell Security Video
products" whereby FCR and CCR for support cases were improved.

LCA certified trainer Mar 2013

Lalani Computer Academy
Awarded "LCA certified trainer "award for successfully completing Trainer training
program from Lalani Computer Academy - head office.

6|Page
Certificate of Participation June 2011
Red Hat India
Awarded for attending and successful completion of "RH133(RHEL5)" training from Lalani
computer Academy.

Apr 2006
Certificate of Merit
Electronics Test development Center, Govt of West Bengal

Awarded for successful completion of training on " Certificate in Computer Application".

TRAININGS
Mar 2011
CCNA training
Lalani computer academy
Completed 4 months classroom training on "Cisco certified Network Associate" Training
from LCA.

MCITP Training May 2011

Lalani Computer academy
Completed 6 months classroom training on "Windows Server 2008 Administration "
training from LCA.

Onsite training at Kharagpur Railway workshop Sept 2011

Indian Railways, SE division
Completed 15 days onsite training from Kharagpur workshop of Indian Railways on
different uses of electronics in Indian Railways. Also completed a project on " Automated
train lighting system" during the training.

Industrial Training at IOCL Haldia Feb 2012

IOCL refinery, Haldia
Completed 30 days industrial training from IOCL Haldia refinery on various industrial
processes as a part of B. Tech curriculum.

LANGUAGES

Bengali (Native proficiency), English (Full professional Proficiency), Hindi

(Professional working proficiency)

7|Page
PERSONAL PROFILE

Mailing address
House No: 155/5
Ferrighat Para, Jagannathpur Road,
PO: Fuleshwar
District: Howrah
PIN: 711316
(Near fuleshwar rly station)

Personal Details

Alternate Phone : 9007561191

Alternate Email : champak.khanra@live.com
Date of birth : 26 Jan 1990
Nationality : Indian
Marital Status : Married
Hobbies : Gardening, Socializing, Learning new things.
Online Presence : https://www.linkedin.com/in/champakkhanra/

DECLARATION

I hereby declare that all the information mentioned in my resume is true and correct
to my knowledge and I take full responsibility for the accuracy of the data.

________________________
Champak Khanra

Place : Kolkata

8|Page