Mohammed Aziz Siddiqui
Technical Support Engineer
Bangalore
Summary
Highly accomplished Technical Support Engineer with 8+ years of dedicated experience in EMEA support at Dell. Certified in CompTIA A+ and CySA+, I bring a robust foundation in troubleshooting complex hardware and software issues, case management, and metrics-driven support delivery. Consistently recognized as a top performer every quarter and the recipient of numerous awards, I excel at driving initiatives to enhance customer satisfaction, process efficiency, and team performance. Proven leadership in team support, delivering team numbers, and queue management with team leaders
Overview
8
8
years of professional experience
3
3
Certifications
Work History
Technical Support Engineer I (I5), EMEA CSG Support
Dell International Services
12.2021 - Current
- Led pilot batches to successfully onboard new projects.
- Work with next level management such as managers, L2 level and Executive escalation team members for best results.
- Collaborates with business leaders to align solutions with strategic objectives, tool usage, metric analysis and gain insights into work conditions team wise and identify critical problem areas.
- Gather inputs from different teams to streamline process.
- Provide L1 and L2 support across premium voice, email and chat queues.
- Lead initiatives including PCB call backs, DSAT scrub analysis, score improvements.
- Support queue management, skilling/deskilling, and performance metrics tracking.
- Assist with refunds, swap process, customer emails.
- Conduct new hire training and team reporting using basic Excel.
Senior Technical Support Technician
Dell International Services
07.2020 - 12.2021
- Specialized in customer escalations including refund and replacement issues.
- Provided expert support for complex customer inquiries, significantly improving resolution rates for challenging cases
- Conducted daily quality assurance by scrubbing 15+ cases, identifying areas for improvement and ensuring adherence to standards.
- Oversaw end-to-end case management processes, ensuring efficient workflow and timely resolution of customer issues.
- Conducted in-depth scrubs for DSAT, DTC, OOS, and VL cases, identifying critical insights to prevent future occurrences and improve customer experience.
- Managed Service Level (SL) Queue, prioritizing critical tasks and ensuring timely responses to maintain service standards.
Senior Technical Support Technician - Dispatcher
Dell International Services
02.2018 - 07.2020
- Verified tech support accuracy and part bookings.
- Delivered agent training and published performance reports.
Technical Support Associate
Dell International Services
07.2017 - 02.2018
- Provided technical support and troubleshooting for Dell commercial products ( laptops, desktops) and peripherals such as monitors and docking stations over call and assisted customers daily, consistently achieving a first-call resolution
- Resolved complex hardware and software issues, reducing customer downtime by an average minutes per incident to meet goals.
- Educated users on product functionalities and troubleshooting steps, empowering self-service and reducing repeat contacts.
- Awarded as best performer quarter wise.
Education
B.E. - Information Science Engineering
Atria Institute of Technology
08-2016
Skills
Hardware & Software Troubleshooting
Certification
CompTIA A+, 2023-2026
Initiatives And Contributions
- Team Support & Escalation Management: Played a key role in providing direct team support, expertly managing complex escalations to ensure timely and effective resolutions.
- Quality & Metrics Tracking: Spearheaded efforts in tracking and improving team quality and performance metrics, directly contributing to enhanced service delivery.
- Training & Development: Contributed significantly to team growth through new hire onboarding and fostering an environment of continuous learning and skill enhancement. Interact with team management for process changes and implementation.
- Process & Reporting: Actively participated in the successful rollout of new processes and conducted crucial data scrubs to maintain accuracy and efficiency in reporting.
- Leadership Backup: Provided reliable backup for leadership, publish reports, capably managing queues and critical escalations to ensure uninterrupted team operations to deliver numbers and meet the set scores collectively.
Timeline
Technical Support Engineer I (I5), EMEA CSG Support
Dell International Services
12.2021 - Current
Senior Technical Support Technician
Dell International Services
07.2020 - 12.2021
Senior Technical Support Technician - Dispatcher
Dell International Services
02.2018 - 07.2020
Technical Support Associate
Dell International Services
07.2017 - 02.2018
B.E. - Information Science Engineering
Atria Institute of Technology