Roshan Mahabali

• Install, configure, and maintain hardware, software, operating systems, networks, printers, and scanners.
• Manage user accounts and permissions in Active Directory and Exchange Server.
• Provide technical support via phone, remote access, and in person, including executive-level and board support.
• Diagnose and resolve hardware, software, and network connectivity issues, including router, switch, and wireless configurations.
• Implement security measures such as firewall configuration, antivirus deployment, and software patching.
• Assist with application deployments, updates, and system rollouts to end users.
• Track and resolve service requests using the Track-It ticketing system, ensuring timely resolution and customer satisfaction.
• Create technical documentation, troubleshooting guides, and streamlined repair processes.
• Manage IT asset inventory, recommend hardware purchases, and set up equipment for new employees.
• Provide user training and explain technical concepts in clear, accessible terms to non-technical staff.
• Collaborate with team members in meetings and projects, contributing to system improvements and operational efficiency.

• Assembled, installed, and tested wafer fabrication equipment (WFE) components in a Lean clean-room environment using hand tools, torque wrenches, and fixtures.
• Interpreted and followed computer-based work instructions, schematics, and Cell Fusion documentation to ensure accuracy and quality.
• Served as a primary trainer and mentor for new hires and team members; cross-trained across multiple work centers (Final Assembly, Sub-Assembly, Feeder Bay, Pre-ship, NPI).
• Performed diagnostics, inline testing, programming, and rework to address non-conformances and ensure product quality.
• Escalated and troubleshot assembly and equipment issues in collaboration with Leads, Supervisors, and Engineers.
• Conducted audits, quality inspections, and provided documented feedback on work instructions through the redline process.
• Supported continuous improvement initiatives, participated in Kaizen events, and recommended process improvements.
• Managed workflow to meet production schedules while adapting to changing priorities, pilot builds, and rework requirements.
• Maintained accurate documentation of completed tasks, inspections, and non-conformance reports.
• Utilized Microsoft Suite and Teams for documentation, communication, and reporting.

Key Responsibilities

• Assisted with user-testing setup, data collection, participant guidance, and reporting of research findings.
• Ensured positive participant experiences through clear communication and support.
• Maintained lab space, equipment, and technology used for research.
• Supported recruitment efforts to meet study demographic requirements.
• Provided daily assistance to User Research staff and contributed to team operations.
• Troubleshot and resolved issues with laptops, desktops, mobile devices, printers, internet connectivity, and applications.
• Coordinated office setup including ordering supplies, configuring hardware, and establishing VPN-enabled internet connections.
• Demonstrated strong organizational skills, adaptability under pressure, and ability to manage multiple responsibilities effectively.

• Delivered a luxury customer experience, managing all phases from initial contact through delivery.
• Provided product knowledge, service support, and troubleshooting for both software and hardware issues.
• Maintained expertise in products, processes, and systems while representing the RH brand professionally.
• Collaborated with cross-functional teams to resolve client issues promptly and drive customer satisfaction and sales.
• Utilized Microsoft Suite and Teams for documentation, communication, and workflow management.
• Maintained a positive, solution-oriented approach while supporting company values and vision.