RAVI PASWAN
Senior Technician, APJC ITS
Gurgaon
Summary
Analytical and communication-focused professional with 4+ years at Dell Technologies, driving operational excellence through data-led insights and cross-functional collaboration. Experienced in content operations, customer behavior analysis, and project execution. Skilled in synthesizing complex technical and sentiment data to improve service outcomes and digital experience. Strong communicator and mentor, with hands-on exposure to internal tools, issue resolution frameworks, and customer feedback loops. Currently upskilling in digital analytics, SEO, SEM, and customer insight strategies to support data-driven marketing and e-commerce initiatives.
Overview
4
4
years of professional experience
Work History
Senior Technician – India Premium Operations
Dell Technologies
12.2021 - Current
- SPOC for Simple Work Order (SWO) Dispatch, ensuring 100% compliance across India Premium; consistently achieved 100% CSAT for over 4 consecutive quarters.
- Key member of a 3-person pilot for India OMNI project, delivering high-quality customer experience and support excellence.
- Synthesized feedback and customer data to drive improvements in frontline operations and reduce recurring support queries.
- Resolved high-priority technical issues for premium APJ clients, minimizing downtime and enhancing satisfaction.
- Collaborated with testing and product teams to enhance internal tool usability based on end-user insights.
- Ensured SLA/KPI adherence by maintaining accurate case documentation, enforcing SOPs, and optimizing service delivery.
- Mentored new team members and supported onboarding to boost team productivity during transition periods.
- Conducted root cause analysis of service issues, implemented preventive measures, and closed process gaps.
- Managed logistics and part availability through internal tools, improving fulfillment efficiency.
- Coordinated field operations and engineer deployments to resolve escalations and meet service timelines.
Technician – India Premium Operations
Dell Technologies
10.2021 - 12.2021
- Diagnosed critical service issues and ensured timely resolution through effective coordination and escalation management. Oversaw part availability using internal tools to optimize service delivery. Identified process gaps to enhance team efficiency and accountability, resulting in improved customer satisfaction.
Education
B.A. Hons - Political Science And Governmental Studies
University Of Delhi
Delhi, India 04.2001 -
Diploma - Operations And Supply Chain Management
Saylor.org
04.2001 -
Skills
PROJECT/PRODUCT MANAGEMENT
Accomplishments
Project: CMG to CSQ Transition Support Program
Role: Transition Lead | Duration: 2 Months | Team Size: 45 Agents
Objective:
Led the end-to-end transition of 45 agents from CMG (non-technical support) to CSQ, ensuring seamless operational handoff, process adoption, and performance readiness. Maintained 100% CSAT throughout the transition period while driving positive customer experience scores. Coordinated training, managed escalations, and collaborated cross-functionally to ensure smooth integration and minimal service disruption.
Key Responsibilities & Achievements:
- Spearheaded onboarding and technical upskilling, customizing training modules to build agents’ troubleshooting and call-handling capabilities.
Affiliations
- Product & Project Management – Aha!
- Digital Marketing & E-Commerce – Google
- SEO & SEM Fundamentals – Simplilearn
- Generative AI – Microsoft
- Prompt Engineering – Microsoft
- Data Analysis – Microsoft
- Operations & Supply Chain Management – Microsoft
- Information & Storage Management – Dell Technologies
- Data Protection & Management – Dell Technologies
- Fraud Investigations – Dell Technologies
- Sales Planning – Dell Technologies
- Customer Analytics – LinkedIn Learning
- NLP & Text Mining – LinkedIn Learning
Timeline
Senior Technician – India Premium Operations
Dell Technologies
12.2021 - Current
Technician – India Premium Operations
Dell Technologies
10.2021 - 12.2021
B.A. Hons - Political Science And Governmental Studies
University Of Delhi
04.2001 -
Diploma - Operations And Supply Chain Management
Saylor.org
04.2001 -
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