Open To Work
GURWINDER KAUR
Chandigarh
Summary
Dynamic Senior Technician at Dell Technologies with expertise in technical support and escalation handling. Proven track record in resolving complex issues, enhancing customer satisfaction, and utilizing SQL and Power BI for data analysis. Adept at training teams and fostering collaboration, ensuring high-quality service delivery in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Senior Technician (Technical Support & Escalations)
Dell Technologies
02.2021 - 12.2025
- Managed escalated customer cases through thorough diagnostic analysis, resulting in effective and timely resolutions.
- Resolved complex hardware, software, and connectivity issues to restore service and improve customer satisfaction.
- Provided remote support for customers experiencing technical difficulties with hardware or software products.
- Guided customers in troubleshooting and technical support inquiries, enhancing overall support experience.
- Collaborated with engineering teams for complex technical resolutions.
- Performed diagnostic tests on malfunctioning equipment to identify issues and determine repair needs.
- Trained junior technicians on best practices and procedures.
- Used SQL, Power Query, and Power BI for insights and reporting.
Customer Service Professional (Equifax Process)
SITEL Pvt. Ltd.
09.2018 - 10.2020
- Exceeded established service goals while leveraging customer service, sales, and employee management best practices.
- Resolved customer inquiries and account-related issues to enhance customer experience.
- Addressed escalated issues professionally to maintain high levels of customer satisfaction.
- Supported post-sales operations and customer retention initiatives.
- Monitored compliance with service standards and operational accuracy to uphold quality.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Sales Associate-I (Comcast Process)
Convergys India Services Pvt. Ltd.
08.2017 - 08.2018
- Recommended suitable products and services, aligning offerings with customer needs.
- Provided customer-focused service and sales support, enhancing customer satisfaction.
- Met KPIs through effective communication and service handling, ensuring goal achievement.
Process Associate (Turkish Airlines)
Interglobe Technologies Pvt. Ltd.
- Managed booking, ticketing, cancellations, and refunds to ensure smooth customer experiences.
- Provided fare recommendations tailored to customer needs, enhancing satisfaction.
- Verified travel documentation for accuracy and compliance with regulations.
Education
Bachelors - Aeronautical Engineering
The Aeronautical Society of India
New Delhi01-2016
Diploma - Aircraft Maintenance Engineering
IIAE
New Delhi01-2012
Higher Secondary - Beas
Army Public School
Beas01-2008
Skills
- Technical Support
- Escalation Handling
- Troubleshooting
- Hardware Support
- Software Support
- SQL
- Power BI
- Power Query
- Data Analysis
- Data Visualization
- Ticketing Tools
- CRM Tools
- Windows OS Support
- Networking Basics
- Case Management
- Customer Service
Languages
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Punjabi
Native
Native
Work Preference
Job Search Status
Open to workWork Type
Full TimeSalary Range
₹51000/yr - ₹200000/yrTimeline
Senior Technician (Technical Support & Escalations)
Dell Technologies
02.2021 - 12.2025
Customer Service Professional (Equifax Process)
SITEL Pvt. Ltd.
09.2018 - 10.2020
Sales Associate-I (Comcast Process)
Convergys India Services Pvt. Ltd.
08.2017 - 08.2018
Process Associate (Turkish Airlines)
Interglobe Technologies Pvt. Ltd.
Bachelors - Aeronautical Engineering
The Aeronautical Society of India
Diploma - Aircraft Maintenance Engineering
IIAE
Higher Secondary - Beas
Army Public School