Karthi Jaganathan
Product Support Engineer
Bayan Lepas
Summary
Highly accomplished Electrical Engineer with over 20 years of extensive experience in PC system and board design, validation, and customer issue management within the semiconductor industry. Proven expertise in hardware and firmware design, signal integrity analysis, root cause investigation (8D methodology), and technical collateral development. Adept at leading cross-functional teams, managing complex projects, and implementing process improvements that enhance customer satisfaction and operational efficiency. Strategic thinker skilled in developing management updates, including ROI and SWOT analysis, to facilitate informed decision-making.
Overview
28
28
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Senior Customer Support and Technical Enablement Engineer
Intel Corporation
08.2023 - Current
- Lead a team of customer support engineers, providing comprehensive design enablement services for customers developing embedded systems (Atom, Core, and Server).
- Develop and monitor Key Performance Indicators (KPIs) using PowerBI to track quarterly performance and implement necessary actions, consistently meeting management goals.
- Serve as a Subject Matter Expert (SME) for Intel Converged Security and Management Engine (Intel CSME), offering deep expertise in firmware and BIOS integration, and complex debugging.
- Collaborate extensively with design engineers to analyze debug logs and accurately identify root causes of intricate customer issues.
- Prepare clear communication materials and present detailed root cause findings and solutions directly to customers.
- Develop comprehensive training materials for new platforms and conduct effective training sessions for customer support engineers.
- Author insightful white papers and guide documents to educate system designers on optimal configuration of chipset straps and management of product features.
- Gather critical customer feedback and proactively work with engineering teams to address concerns, ensuring high levels of customer satisfaction.
- Implement significant process improvements that reduced internal escalation time and enhanced KPI performance, leading to improved customer satisfaction.
Senior Technical Marketing Engineer
Intel Corporation
03.2010 - 08.2023
- Managed customer relationships and provided comprehensive post-sales technical and design support for diverse computer systems.
- Led Design-in support services for OEM/ODM partners developing IoT, Industrial, and modular PC products.
- Specialized in computer board design hardware requirements and conducted thorough design reviews.
- Collaborated closely with design teams to identify hardware and firmware solutions, deploying these solutions to customers and broadcasting updates via the support web.
Product and Customer Quality Engineer
Intel Corporation
11.2003 - 03.2010
- Coordinated customer issues, including managing product excursions using the 8D methodology.
- Performed detailed failure analysis on motherboards to determine root causes of defects.
- Coordinated disposition processes for affected finished goods, minimizing impact.
- Managed Engineering Change Orders (ECOs) and amended Bills of Materials (BOMs) to ensure product accuracy and efficiency.
Validation Engineer
Intel Corporation
02.2001 - 11.2003
- Performed rigorous Electrical, signal integrity, functional, and reliability analysis for motherboard designs.
- Documented findings meticulously and collaborated with design engineers to verify and implement bug fixes.
- Continuously improved validation plans based on issues reported by customers, enhancing test coverage and efficiency.
- Performed component qualification for alternate and second sources (e.g., voltage regulators, passive components, audio codecs) post-product launch.
Manufacturing Engineering Technician
Intel Corporation
12.1997 - 02.2001
- Repaired and maintained In-Circuit Testers (ICT) and functional testers, ensuring operational readiness.
- Maintained and troubleshooted robotic router machines and material handling systems, optimizing manufacturing processes.
Education
Bachelor of Engineering (B.Eng) - Electrical and Electronics Engineering
KDU Penang
MalaysiaHigher National Diploma - Electrical and Electronics Engineering
Kolej University Linton
Malaysia 03.1995 - 11.1997
Skills
- Electrical Design & Analysis
- Hardware Design & Requirements
- Firmware & BIOS Integration
- Signal Integrity Analysis
- Functional & Reliability Analysis
- Component Qualification
- Failure Analysis (8D Methodology)
- Debugging & Root Cause Analysis
- Bill of Materials (BOM) Management
- Engineering Change Order (ECO) Management
- PowerBI
- 8D Methodology
Timeline
Senior Customer Support and Technical Enablement Engineer
Intel Corporation
08.2023 - Current
Senior Technical Marketing Engineer
Intel Corporation
03.2010 - 08.2023
Product and Customer Quality Engineer
Intel Corporation
11.2003 - 03.2010
Validation Engineer
Intel Corporation
02.2001 - 11.2003
Manufacturing Engineering Technician
Intel Corporation
12.1997 - 02.2001
Higher National Diploma - Electrical and Electronics Engineering
Kolej University Linton
03.1995 - 11.1997
Bachelor of Engineering (B.Eng) - Electrical and Electronics Engineering
KDU Penang
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