POOJA GAUR
Gurgaon
Summary
Dynamic Technical Support Engineer with a proven track record at DELL International Services, excelling in technical troubleshooting and escalation management. Adept at delivering exceptional customer service and training new staff, I leverage Power BI expertise to enhance reporting accuracy and drive operational efficiency. Committed to resolving complex issues and ensuring client satisfaction.
Overview
19
19
years of professional experience
Work History
Technical Support Engineer
DELL International Services
06.2014 - Current
- Delivered exceptional customer service at Dell International Services.
- Diagnosed hardware and software issues for end users effectively.
- Resolved customer inquiries utilizing Dell support tools and resources.
- Provided remote assistance to end users.
- Managed escalations through coordination with senior technical teams.
- Provided technical training and guidance to new support staff members.
- Handled team auxiliary functions and generated daily and weekly revenue reports.
Operations Lead
IBM
01.2013 - 01.2014
- Provided support to customers during interactions at IBM.
- Constructed QuickBooks files as LEVEL 3 support.
- Led daily operations to streamline workflow and enhance team efficiency.
- Coordinated cross-functional teams to implement process improvements and best practices.
- Managed resource allocation to optimize project execution and minimize delays.
Sr.Associate
Accretive Health KPO
01.2011 - 01.2013
- Administered Active Directory and Exchange Server to support team operations.
- Conducted weekly calls to manage and resolve requests from US clients.
Process Developer
Genpact
01.2007 - 01.2010
- Assisted customers with technical issues in a timely manner.
- Provided team support and training on process-based reporting.
- Contributed to IT services at Federal Mogul in the US.
Education
Bachelor Of Arts -
Govt. P.G College
01-2007
High School -
Dyal Singh Public School
Karnal, HARYANA01-2004
Skills
- Help desk support
- Technical troubleshooting
- Escalation management
- Remote support
- Windows administration
- Software assistance
- Power BI expertise
Hobbies and Interests
Travelling
Awards
- Business process excellence and best performer award, GENPACT, 09/01/09
- Best Project Execution - Host ID Management, Accretive Health, 01/01/12
- Customer Champion Award, Dell, 01/01/19
- Titan Award, DELL, 01/01/18
Timeline
Technical Support Engineer
DELL International Services
06.2014 - Current
Operations Lead
IBM
01.2013 - 01.2014
Sr.Associate
Accretive Health KPO
01.2011 - 01.2013
Process Developer
Genpact
01.2007 - 01.2010
Bachelor Of Arts -
Govt. P.G College
High School -
Dyal Singh Public School