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NAUMAN IRFAN
Bengaluru
Work Preference
Summary
Dynamic Technical Support Engineer with a proven track record at Dell Technologies, excelling in customer escalation management and root cause analysis. Adept at enhancing service delivery and driving process improvements, I leverage strong communication skills and technical expertise in enterprise storage solutions to elevate customer satisfaction and operational efficiency.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Technical Support Engineer II
Dell Technologies
Bengaluru
10.2018 - Current
- Handled high-priority customer escalations, achieving timely issue resolution and maintaining SLA compliance to enhance customer satisfaction.
- Delivered global enterprise technical support for Symmetrix, VMAX, and PowerMax storage environments, enhancing customer satisfaction across diverse landscapes.
- Resolved customer technical issues through remote troubleshooting and effective communication.
- Led troubleshooting activities through remote desktop sessions, system log analysis, and root cause identification.
- Collaborated with Product Engineering and internal support teams to resolve complex technical issues and improve service efficiency.
- Collaborated with engineering teams to escalate unresolved product malfunctions.
- Analyzed user feedback to identify common issues and improve support processes.
- Supported operational excellence by maintaining schedule adherence, improving response efficiency, and ensuring proactive customer communication.
- Worked with cross-functional teams to enhance overall customer experience and strengthen service delivery processes.
- Mentored peers and shared technical knowledge through training sessions and collaborative problem-solving.
- Documented solutions in knowledge base to enhance team knowledge sharing.
- Developed technical documentation and knowledge base articles to support process improvements and enhance team knowledge management.
- Assisted clients with software installations and configuration for optimal performance.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Asked customers targeted questions to diagnose problems and provided timely solutions.
- Resolved complex technical problems through root cause analysis techniques.
- Provided training sessions for new staff on support tools and customer service techniques.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Led cross-functional team projects to improve system efficiency and reduce downtime.
- Led cross-functional team projects to improve system efficiency and reduce downtime.
Technical Sales Engineer
Thasmai Automation Pvt Ltd
04.2018 - 09.2018
- Coordinated pre-sales and post-sales activities for assigned territories and customer accounts, enhancing customer engagement.
- Delivered product presentations and technical demonstrations to customers and architects.
- Identified customer requirements and recommended suitable automation solutions.
- Developed sales leads and facilitated order closure activities, contributing to revenue growth.
Education
Bachelor of Engineering - Electronics & Communication
Vidya Vikas Institute of Engineering and Technology
01-2017
Skills
- Technical Support Operations
- Incident & SLA Management
- Team Leadership & Mentoring
- Cloud Storage Management
- Storage solutions
- Technical troubleshooting
- Network Administration
- Virtualization Technologies
- Process Improvement
- Process documentation
- Root Cause Analysis
- Support Process Optimization
- Service delivery
- Customer support
- Customer satisfaction
- Escalation management
- Escalation support
- Cross-functional teamwork
- Team Leadership & Mentoring
- Mentoring peers
- Stakeholder Communication
- Relationship management
- Knowledge Base Development
- Time management
- Problem solving
- Attention to detail
- Knowledge sharing
- Team collaboration
- Process improvement
- Team Leadership & Mentoring
- Project management
- Support Process Optimization
Certification
- Information Storage and Management Version 3.0
- Specialist: System Administration / VMAX All Flash and VMAX3 Solutions Version 2.0
- VCP-DCV 2022: VMware Certified Professional – Data Center Virtualization
- Project Management Professional (Training Attended)
Hobbies and Interests
- Cricket
- Sketching
- Technology Learning
Personal Information
Title: Technical Support & Storage Operations Manager
Accomplishments
- Game Changer Award ,Q1 FY26
- Game Changer Award ,Q4 FY25
- CSAT Champ Award, FY24
- Star Performer Award, Q3 FY23
- Top Performer Award, Q3 FY23
Timeline
Technical Support Engineer II
Dell Technologies
10.2018 - Current
Technical Sales Engineer
Thasmai Automation Pvt Ltd
04.2018 - 09.2018
Bachelor of Engineering - Electronics & Communication
Vidya Vikas Institute of Engineering and Technology