Deepak Kumar
Bengaluru
Summary
Dynamic and results-driven professional with a proven track record in - Dell Technologies Services Support Operations and PON (Point of Need) sales operations. Adept at navigating complex service delivery environments, resolving customer escalations, and driving operational excellence. With hands-on experience in Consumer & Enterprise product support and a deep understanding of warranty processes, I bring a customer-centric mindset.
Passionate about optimizing customer experience and deliver organization goals, leveraging my expertise in service delivery coordination, cross-functional collaboration, and data-driven decision-making.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Technical Support Engineer 2
Dell Technologies
11.2016 - Current
- Diagnose & troubleshoot via phone & email for PowerEdge Servers related issues within standard time frames.
- Maintain accurate call logging and tracking into Salesforce Lightning
- Collaborative work with Resolution Manager, Technical Account Manager, Sales, and other functionality on escalation of issues to the Product Support team and/or Technical Support Manager in order to resolve the issue to the customer's complete satisfaction
- Analytical, articulate, result-oriented and provide excellent follow-up
- Ability to prioritize and balance multiple tasks
- Resolving client escalations/issues and providing appropriate explanations/ action plans to prevent recurrence in future.
- Manage all the sales query for the process.
Operations Analyst
First Advantage Global Operations
09.2013 - 10.2016
- Processing requests for a new contract/Schedule A and for Historical contract copies.
- Process request for creation of sub accounts.
- Processing request for addition of Direct Advantage & changes to DA application via JIRA to Integration team.
- Processing request for addition of New packages, customization of existing package, deletion & addition searches or components.
- Process request for Adding, Deleting and modifying users on accounts.
- Processing request to make changes to account preference’s example: Duplicate check range and updating changes to SOP based on which reports will be adjudicated.
- Processing requests for closure of accounts.
- Taking ownership of the issue and resolving it at the earliest.
- Liaise with other departments to check the progress of the Background verification and update the clients accordingly.
- Assist the Team Lead on regular basis with Floor Walking, auditing chats & emails.
Client Technical Support Senior Associate
Dell Technologies
09.2008 - 04.2013
- Create and manage existing Accounts for EMEA, BENELUX and RSA Clients
- Generate Quote and orders on GII
- Prepare and Publish Sales Report on weekly basis, which is shared with the Higher Management
- Achieved the Revenue and Margin Target assigned on Quarterly basis.
- Represented Bangalore site in Conference Calls with Business Heads.
- Single Point of Contact (SPOC) for the Sales Team.
- Liaise with the Technical Support, SKU, and Finance Teams for smooth resolution of Sales & Service Calls.
Product Specialist
Client Logic ITC Infotech India Limited
08.2004 - 04.2008
- Mentoring agents for the current aligned business.
- Responsible for floor support and Queue management.
- Mentoring and motivating the bottom performers in the team to perform better.
- Root Cause analysis for Quality failures, Service issues and escalations.
- Handling end user escalations with documentation.
- Cross training of internal resources.
- Roster shift and cabs for the team, resolving any issues relating to transport.
- People management, team building.
- Driving team for performance, quality and timescales adherence.
Education
Bachelor of Science -
Diploma - Mechanical Electronics
Skills
- Technical/ Business Acumen
- Customer Escalation Management
- Product Support Expertise
- Comprehensive case management
- Cross-Functional Collaboration
- Sales Tool - DSA
- Relationship building
- SLA Management
Certification
- Certified Scrum Master
- CompTIA Server+ Certified
- VMware vSphere 6.7 Foundations Certified
Recognition
Dell Technologies
Bronze Award in the Customer Leadership category
Top Performer for Q3 2018
Ranked 2nd in Performance Rankings from Q3 FY18 to Q2 FY19
Ranked 3rd in Performance Rankings from Q3 FY19 to Q2 FY20
Honored with the Extraordinary Performance award for Q3 FY22
Received multiple Customer Raves for exceptional support delivery
Maintained a strong track record of excellence in RDR, delivering consistent results quarter after quarter.Qtr
First Advantage Global Operations Center
Awarded Quality Star in 2014
Client Logic ITC Infotech India Limited (CLI3L)
Named Best Product Specialist for December 2006, May 2007, November 2007, and December 2007
Timeline
Technical Support Engineer 2
Dell Technologies
11.2016 - Current
Operations Analyst
First Advantage Global Operations
09.2013 - 10.2016
Client Technical Support Senior Associate
Dell Technologies
09.2008 - 04.2013
Product Specialist
Client Logic ITC Infotech India Limited
08.2004 - 04.2008
Bachelor of Science -
Diploma - Mechanical Electronics
Similar Profiles
Reventh Raj YataReventh Raj Yata
SENIOR PRINCIPAL BUSINESS INTELLIGENCE MANAGER at DELL Technologies (DELL EMC + Dell Entities)SENIOR PRINCIPAL BUSINESS INTELLIGENCE MANAGER at DELL Technologies (DELL EMC + Dell Entities)
Taarun RajBhalanTaarun RajBhalan
Principal Software Engineer – Performance Engg at Dell Technologies Inc, Dell International ServicesPrincipal Software Engineer – Performance Engg at Dell Technologies Inc, Dell International Services
M.Banu PrakashM.Banu Prakash
Senior Analyst, Sales at Dell International Services (Dell Technologies)Senior Analyst, Sales at Dell International Services (Dell Technologies)
Reginald WilkinsonReginald Wilkinson
Quality Engineer at DELL TECHNOLOGIES / DELL EMCQuality Engineer at DELL TECHNOLOGIES / DELL EMC
SHARMILA SSHARMILA S
IT Audit Consultant at SeimensIT Audit Consultant at Seimens