Dell Technical Support Resume
Objective : As a Dell Technical Support, responsible for performing remote-based software upgrades for customer-owned Dell EMC storage systems installed globally.
Skills : Technical Troubleshooting, Customer Service, Technical Troubleshooting, Customer Service, Network Configuration, Operating Systems
Description :
- Handled complicated technical problems while improving procedures, standards, and tactics to enhance our support services.
- Took ownership of it and worked closely with the customer until it was fully resolved.
- Ensured that the customer was promptly informed about the overall status of their issue.
- Resolved customer issues by closely collaborating with engineering, SE, and other multi-functional teams.
- Provided engineering with accurate information to increase their products' quality and dependability.
- Ensured that clients were given the utmost respect and promoted operational excellence by using quality closures.
- Obtained data from customers to get a thorough understanding of customer requirements and problems.
Experience
0-2 Years
Level
Junior
Education
AAS in Computer Technology
Dell Technical Support Resume
Objective : As a Dell Technical Support, responsible for maintaining excellent customer satisfaction by providing world-class customer support, documentation of software upgrade-related activities, expanding knowledge of assigned product lines, and utilization of standard tools & procedures are essential components of the position.
Skills : Problem Solving, Communication Skills, Technical Troubleshooting, Customer Service, Network Configuration, Hardware Diagnostics
Description :
- Verified the configuration and health of the installed product solution prior to performing the software upgrade and completed post-upgrade follow-up tasks to ensure the system was returned to a fully operational state.
- Helped customers reinstall and configure operating systems to restore device functionality.
- Provide feedback to Engineering for improving product quality and reliability.
- Determine priority levels while negotiating and setting expectations with customers.
- Document relevant information and ensure that the customer is communicated with in a timely manner and treated with the highest degree of respect.
- Drove operational excellence through quality closures and proper escalation of issues.
- Analyzed and identified the cause, recommend a solution and document the problem.
- Resolved complex hardware and software issues for Dell customers, reducing average resolution time by 30% through effective troubleshooting techniques.
Experience
0-2 Years
Level
Junior
Education
AAS in Computer Technology
Dell Technical Support Resume
Objective : As a Dell Technical Support, provide technical support through the monitoring and maintenance of computer systems and networks.
Skills : Time Management, Active Listening, Technical Troubleshooting, Customer Service, Network Configuration, Hardware Diagnostics
Description :
- Provided end-to-end solutions that enable more affordable and accessible technology around the world, empowering people everywhere to do more.
- Provided the mentoring, training, and opportunities for you to fulfill your ambitions and potential.
- Used troubleshooting techniques and tools to identify and resolve customers technical issues.
- Assumed a proactive role in technical support call avoidance by identifying common problems and documenting resolutions.
- Actively engaged with our customers in all aspects through to problem resolution, keeping the customer informed and updated throughout the life of the incident.
- Delighted customers and be their greatest advocates through simplifying the customer experience.
- Verified warranty entitlement and determined appropriate action plan.
Experience
0-2 Years
Level
Junior
Education
AS in Network Administration
Dell Technical Support Resume
Objective : As a Dell Technical Support, provide over-the-phone first-level technical hardware and software support on Dell-supplied products, peripherals, and applications.
Skills : Remote Support, Hardware Diagnostics, Technical Troubleshooting, Customer Service, Network Configuration, Hardware Diagnostics
Description :
- Acted as a remote customer advocate to champion specific customer needs in collaboration with the field team.
- Applied systems analysis techniques and procedures to determine hardware or software systems functionality.
- Applied technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices.
- Used operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.
- Assessed when it is necessary to engage or escalate to more senior resources to resolve more complex issues.
- Determined which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate.
- Effectively communicated procedural and technical issues to internal and external customers in a fast-paced and customer-critical environment.
- Conducted in-depth diagnostics on Dell systems, leading to a 20% increase in first-call resolution rates and improved customer retention.
Experience
0-2 Years
Level
Junior
Education
BS in Information Technology
Dell Technical Support Resume
Objective : As a Dell Technical Support, work directly with global customers and DELL EMC/Data Domain personnel via e-mail, phone, and remote desktop software to provide technical assistance toward the prompt resolution of complex technical problems.
Skills : Software Installation, Network Configuration, Technical Troubleshooting, Customer Service, Network Configuration, Hardware Diagnostics
Description :
- Interfaced directly with customers at different stages of the problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.
- Solved moderately complex customer issues on any product.
- Provided first- or second-level support in the inbound or outbound contact center.
- Prioritized work based on time and complexity requirements.
- Exercised sensitivity to due process and proper pacing.
- Routed customers when appropriate to proper support queues.
- Identified opportunities for process improvements that contribute to the achievement of business metric goals.
Experience
0-2 Years
Level
Junior
Education
BS in Computer Science
Dell Technical Support Resume
Objective : As a Dell Technical Support, responsible for troubleshooting and simulating the problems in the lab and providing solutions to the customers.
Skills : Operating Systems Knowledge, Technical Troubleshooting, Customer Service, Network Configuration, Operating Systems, Hardware Diagnostics
Description :
- Solved problems consistently and completely with minimum supervision.
- Partnered with team members to obtain resolutions to complex technical issues.
- Supported Dell EMC Connectivity products for DELL EMC customers across the Globe.
- Troubleshot and simulated the problems in the lab and provided solutions to the customer.
- Troubleshot the issue and provide a solution to the customer.
- Demonstrated specific knowledge of DELL EMC products Exhibit a positive attitude to customers and other employees.
- Able to support and communicate with customers over the phone or the preferred communication method by customers.
Experience
0-2 Years
Level
Junior
Education
Microsoft Certified: Azure Fundamentals
Dell Technical Support Resume
Objective : As a Dell Technical Support, developed and delivered solutions that enable customers to maximize returns on IT investments, drive efficiencies, and reduce costs.
Skills : Technical Documentation, Team Collaboration, Technical Troubleshooting, Customer Service, Network Configuration, Operating Systems
Description :
- Answered and resolved a large portion of service requests on a first-emailcall basis.
- Accurately documented and updated Customer Service Requests (CSRs) in the tracking system of record.
- Maintained professional communications with clients on the status of all open requests, ensuring responses were complete, well-formatted, and consistent with prior communications
- Managed a personal queue of open requests, prioritizing tasks effectively to meet deadlines.
- Proactively sought to exceed customer expectations, contributing to high customer satisfaction ratings.
- Served as the customer's advocate to solve problems and navigate company resources.
- Worked continuously to improve call handling and resolution processes, enhancing overall service quality.
Experience
0-2 Years
Level
Junior
Education
CompTIA A+ Certification
Dell Technical Support Resume
Headline : As a Dell Technical Support, develop issues and overall control of communications both internal and external during a service engagement making sure all parties are kept appropriately up to date.
Skills : Customer Relationship Management, Incident Management, Technical Troubleshooting, Customer Service, Network Configuration, Hardware Diagnostics
Description :
- Assisted in reducing support load by writing online support materials (FAQs and KBs).
- Participated in problem escalation and call prevention projects to help customers and support increase their efficiency.
- Provided them with unparalleled growth and development opportunities.
- Took full ownership of high-impact complex technical SRs to prevent out-of-process escalations.
- Adopted and portrayed a professional approach to all customer situations and ensured commitments were set accordingly and adhered to.
- Ensured contractual service support requirements were understood, managed, and delivered, and avoided over-delivery through effective expectation management.
- Collaborated with the TSM Organization through agreed processes.
Experience
5-7 Years
Level
Senior
Education
Cisco Certified Network Associate
Dell Technical Support Resume
Headline : As a Dell Technical Support, coordinated and produced formal documentation for major escalations upon request, including summary reports, post incident/root-cause reports, and analysis reports.
Skills : Knowledge of Dell Products, Windows OS Support, Technical Troubleshooting, Customer Service, Network Configuration, Operating Systems
Description :
- Continuously identified and drove improvement to existing service processes and procedures by identifying CLCA opportunities, coaching targets, and training gaps.
- Documented best practices and knowledge base articles to drive service improvements.
- Collaborated with the wider regional (EMEA, ABU, or APJ) and Global Services network to ensure best practices were in use at all times.
- Drove all required Critical Success Factors and Key Performance Indicators and provided Root Cause Analysis, CLCA analysis, and feedback as needed.
- Controlled and reduced escalations, both executive and non-executive by engaging proactively on identified cases and owning as required.
- Responsible for providing improved Solution Support capability in his functional group by Attending all required technical, business, and functional training sessions.
- Championed a customer-focused service delivery methodology through cross-queue coordination.
- Provided exceptional technical support for Dell products, achieving a customer satisfaction rating of over 95% consistently.
Experience
5-7 Years
Level
Senior
Education
Diploma in IT Support
Dell Technical Support Resume
Headline : As a Dell Technical Support, respond to customer-initiated service and incident tickets for reported problems and queries
Skills : Mac OS Support, Linux OS Support, Technical Troubleshooting, Customer Service, Network Configuration, Operating Systems
Description :
- Drove case ownership and management.
- Drove and sustained improvements in overall SR age and all quality metrics.
- Drove first-time fixes on all service calls.
- Adopted a Leader approach to facilitate effective communication between Resolution Managers, and internal key stakeholders during an incident.
- Maintained relationships within GSD and other parts of the business to aid your team in cross-functional collaboration.
- Responsible for driving key business and Team level initiatives.
- Provided coachingconsulting to Resolution Managers on complex technical andor political escalations.
- Trained new support staff on Dell's technical support protocols, improving team efficiency and reducing onboarding time by 25%.
Experience
5-7 Years
Level
Senior
Education
BA in Business Administration