B SAIKRISHNA PATRO
Bengaluru
Summary
Hello! I'm Sai Krishna, currently holding the role of Senior Technical Support Engineer at Dell Technologies. Within this position, I've dedicated myself to delivering exemplary technical support across a spectrum of Dell products and services. Over the span of my 2 Plus tenure, I've cultivated a robust skill set in troubleshooting and problem-solving, swiftly addressing technical hiccups to ensure uninterrupted client operations. A cornerstone of my role involves collaborating seamlessly with cross-functional teams, pooling our expertise to optimize the overall client journey.
My journey into technical support began at concentrix [ Lenovo process], where I served as a Technical Support Specialist. In this capacity, I navigated a diverse array of customer queries related to Lenovo products and services, with a particular emphasis on providing specialized assistance for gaming enthusiasts. Armed with a solid foundation in technical acumen and a knack for clear communication, I consistently delivered tailored solutions, fostering enduring client satisfaction.
Drawing from over 3 Plus years of cumulative experience in the technical support realm, I've amassed a wealth of knowledge spanning both hardware and software intricacies. My passion for staying abreast of emerging technologies fuels my ability to anticipate and address client concerns effectively, ensuring smooth sailing in their tech endeavors.
Overview
3
3
years of professional experience
Work History
Senior Technical Engineer
DELL TECHNOLOGIES
BENGALURU
01.2023 - Current
- Provide comprehensive technical support to South Asia clients (Malaysia, Philippines, Brunei, Singapore) for all Dell products, with a specific focus on hardware issues.
- Troubleshoot and diagnose technical problems related to Dell products and services for commercial clients, ensuring timely resolution and high levels of client satisfaction.
- Deliver on-site support and maintenance services for clients as required, effectively addressing hardware-related issues and minimizing downtime.
- Act as the primary point of contact for South Asia clients experiencing technical difficulties, offering prompt and efficient assistance for all hardware products, including workstations.
- Conduct technical training sessions for internal teams and clients, ensuring a thorough understanding of Dell products and their functionalities.
- Stay up-to-date with new product releases and updates, enabling accurate and informed support for clients.
- Collaborate with cross-functional teams to resolve client issues and enhance the overall client experience, contributing to continuous improvement initiatives.
- Maintain clear and concise communication with clients, avoiding technical jargon and ensuring a thorough understanding of their needs and concerns.
Senior Technical Engineer
DELL TECHNOLOGIES
BENGALURU
05.2022 - 01.2023
- Provided comprehensive technical support to India clients for all Dell products, specializing in hardware troubleshooting and issue resolution.
- Diagnosed and resolved complex technical issues related to Dell products and services for commercial clients, ensuring minimal downtime and maximum customer satisfaction.
- Served as the primary point of contact for India clients, delivering prompt and effective technical assistance, and maintaining strong client relationships.
- Conducted technical training sessions for internal teams and clients, equipping them with the knowledge and skills to effectively utilize Dell products and services.
- Stayed up-to-date with new product releases and updates, ensuring accurate and timely support to clients.
- Provided on-site support and maintenance services to clients as required, ensuring seamless operation and optimal performance of Dell products.
- Maintained clear and concise documentation of technical support activities, facilitating knowledge sharing and collaboration within the team.
- Demonstrated a commitment to continuous learning and professional development, actively seeking opportunities to enhance technical expertise and stay abreast of industry trends.
Technical Support Specialist
Concentrix
Bengaluru
07.2021 - 05.2022
- Provided comprehensive technical support to India Consumer clients for all Lenovo products, specializing in troubleshooting and resolving hardware issues.
- Diagnosed and resolved technical issues related to Lenovo products and services, ensuring prompt and effective resolution for clients.
- Served as the primary point of contact for India Consumer clients, addressing their technical concerns and providing timely assistance.
- Collaborated with cross-functional teams, including technical support and engineering, to escalate and resolve complex issues, ensuring customer satisfaction.
- Documented customer interactions and technical issues in a clear and concise manner, maintaining accurate records for future reference.
- Ensured a high level of customer satisfaction by consistently resolving issues in a timely and efficient manner.
- Provided technical training to internal teams and clients as needed, sharing expertise and promoting knowledge transfer.
- Stayed updated with new product releases and updates to provide accurate and up-to-date support to clients.
- Provided on-site support and maintenance for clients as required, ensuring seamless operation and optimal performance of Lenovo products.
- Demonstrated a strong understanding of Lenovo gaming machines and provided specialized support related to gaming products.
Education
Master of Business Administration - MBA, Data analyst and business analysts -
DEEMED-TO-BE UNIVERSITY
03.2024
Bachelor of Technology - BTech, Mechanical Engineering -
NATIONAL INSTITUTE OF SCIENCE AND TECHNOLOGY (NIST)
05.2021
High school -
KIIT UNIVERSITY
03.2017
Skills
- Documentation and Reporting
- Continuous Learning and Development
- Adaptability and Flexibility
- Problem-Solving Skills
- Team Collaboration
- Customer Relationship Management
- Technical Proficiency
Timeline
Senior Technical Engineer
DELL TECHNOLOGIES
01.2023 - Current
Senior Technical Engineer
DELL TECHNOLOGIES
05.2022 - 01.2023
Technical Support Specialist
Concentrix
07.2021 - 05.2022
Master of Business Administration - MBA, Data analyst and business analysts -
DEEMED-TO-BE UNIVERSITY
Bachelor of Technology - BTech, Mechanical Engineering -
NATIONAL INSTITUTE OF SCIENCE AND TECHNOLOGY (NIST)
High school -
KIIT UNIVERSITY