Hritika Singh
Senior Technician
Delhi
Summary
Detail-oriented tech support professional with over 3 years of experience in troubleshooting, customer service, and technical solutions. Adept at managing projects, coordinating with cross-functional teams, and maintaining web-based systems. Demonstrated ability to drive operational efficiency, reduce support costs, and enhance customer satisfaction. Seeking to leverage analytical skills and technical expertise in a project-based or coordination role.
Overview
4
4
years of professional experience
Work History
SENIOR TECHNICIAN - TECHNICAL SUPPORT
DELL TECHNOLOGIES
12.2021 - Current
- Handling onsite technicians and providing technical expertise to ensure swift resolution across India, Consumer & Commercial tech support for Prosupport, Premium, Basic, and Out of Warranty segments.
- Managed over 900+ support interactions (phone & email), consistently delivering high customer experience ratings.
- Participated in Dell's True Ability ERGs, promoting inclusivity.
- Conducted root cause analysis of repeat dispatches, improving cost control and team efficiency.
- Scrubbed and analyzed RDR (Repeat Dispatch Rate) data to identify performance gaps and advised on improvements.
- Tracked attendance, approved leave requests, and published reports for team KRAs (RDR%, AHT, productivity).
- Provided feedback on processes and policies, supporting a culture of continuous improvement.
- Assessed field service engineers to ensure compliance with SOPs and enhance client satisfaction.
- Invested in self-development by shadowing QL & REX roles for future career advancement.
Education
Master of Commerce -
University of Lucknow
Bachelor of Commerce - undefined
University of Lucknow
Skills
- Troubleshooting & Diagnostics (Hardware & Software)
- RDR & AHT Analysis
- SharePoint
- Excel Reporting & Dashboards
- Case Management Tools (Salesforce, Dell Tools)
- Team Coordination & Support Operations
Volunteer Work And Csr Initiatives
- Corporate Social Responsibility (CSR) Engagement, Led team participation in CSR events and ensured full compliance with ERG volunteer hour requirements. Contributed to exceeding donation goals and represented the team in NGO collaborations and school outreach.
- Employee Engagement & Team Culture, Initiated monthly 'Tech Tips' peer sessions and organized virtual engagement events. Fostered team synergy and advocated for mental wellness programs.
Projects And Achievements
- SharePoint Drive for Case Assessment, Spearheaded the creation of a centralized SharePoint drive to streamline case uploads and real-time issue tracking. Collaborated cross-functionally with operations and frontline support to enhance case evaluation and knowledge-sharing.
- Repeat Dispatch Rate Analysis & Resolution, Analyzed dispatch data to detect failure trends in Latitude 3000 series; submitted LFI for webcam/mic issues. Resulted in PSQN publication, reducing redundant dispatches and improving product servicing.
- Process Improvement Feedback Loop, Helped automate performance tracking, reducing manual errors and increasing visibility for leadership.
Timeline
SENIOR TECHNICIAN - TECHNICAL SUPPORT
DELL TECHNOLOGIES
12.2021 - Current
Bachelor of Commerce - undefined
University of Lucknow
Master of Commerce -
University of Lucknow
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