Bala Yaswanth Sai Maddineni
Hyderabad
Summary
Dedicated Senior Technician with 4+ years of hands-on experience in diagnosing and resolving both hardware and software issues on Windows computers, including third-party programs. Proficient in MacOS, Basic Linux, Android, and iOS devices. Skilled in effectively communicating with international customers via phone, chat, or email. Committed to delivering exceptional technical support and ensuring customer satisfaction
Overview
5
5
years of professional experience
Work History
Senior Technician, Technical Support
Dell Technologies
Hyderabad
09.2021 - 05.2024
- Conducted hardware diagnostics remotely over the phone, pinpointing defective components and coordinating dispatches for replacements.
- Troubleshot software issues, including third-party programs, via remote sessions for Windows platforms.
- Engaged with international clientele from NAMER and EMEA regions, ensuring prompt and effective technical support.
- Contributed to team efforts by generating essential KPI reports, extracting data from OLAP and SQL databases, and crafting user-friendly dashboards for analysis and decision-making.
- Won the Dell Inspire award four times during the tenure, recognizing outstanding contributions to innovation and performance excellence.
Associate - Account Management
Sutherland Global
Hyderabad
11.2020 - 06.2021
- Resolved international financial remittances for "Remitly," obtaining necessary documentation via phone, chat, and email.
- Ensured optimal customer satisfaction site-wide while engaging with a diverse global clientele.
Technical Support Executive
Teleperformance
Jaipur
10.2019 - 11.2020
- Proficiently conducted remote troubleshooting for Windows and Microsoft Office issues across multiple platforms, including Windows, Mac, Android, and iOS.
- Recognized for maintaining consistently low Average Handling Time (AHT) while achieving the highest levels of customer satisfaction throughout my tenure at Teleperformance.
- Demonstrated exceptional technical skills and customer service acumen, resulting in a reputation as the go-to expert for resolving complex issues efficiently and effectively.
- Played a pivotal role in fostering positive customer experiences and enhancing operational efficiency through prompt and accurate problem resolution, earning accolades for excellence in service delivery.
Education
XII - MPC
Sri Chaitanya Jr. College
Tirupati06-2014
X -
X
Little Angels High School03-2012
Skills
- Technical assistance
- System diagnostics
- Hardware Configuration
- Software Installation
- Troubleshooting skills
- Maintenance and repairs
- Maintenance and repairs
- Network Administration
- Customer Support
- Customer interaction
- Customer rapport
- Multitasking and Organization
Languages
Telugu
First Language
English
Proficient (C2)
C2
Hindi
Intermediate (B1)
B1
Timeline
Senior Technician, Technical Support
Dell Technologies
09.2021 - 05.2024
Associate - Account Management
Sutherland Global
11.2020 - 06.2021
Technical Support Executive
Teleperformance
10.2019 - 11.2020
XII - MPC
Sri Chaitanya Jr. College
X -
X
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