Robin Sharma

• Coordinate with Dell Badged sites and outsourced partners during downtime, IT issues, or disruptions that hinder frontline and non-frontline teams from performing their roles seamlessly.
• Lead Major Incident Management calls , representing the business to ensure swift resolution of critical issues.
• Provide first-level technical troubleshooting for all reported issues, adopting an incident management approach to drive quick identification and resolution.
• Engage IT, Operations, and other support teams for further troubleshooting if first-level support does not resolve the issue efficiently.

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• Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
• Increased efficiency by streamlining data analysis processes and implementing automation tools.

Canada Order experience, CSB

• Achieved a conversion rate of 81% for non-lease orders, exceeding the target of 72%.
• Delivered a conversion rate of 70% for lease orders, surpassing the target of 60%.
• Secured a rebook rate of approximately 80% for orders affected by invalid entries, rejections, or extended lead times by offering alternative solutions, enhancing customer experience, and protecting business revenue.

• Expert in managing escalated calls and delivering Level 2 support for the commercial segment across both the US and Canada.
• Serving as a Subject Matter Expert , effectively guiding and supporting the team in operational excellence.
• Member of the Advanced Resolution Expert Panel , handling executive escalations with strategic problem-solving and resolution expertise.

Technician, Technical Support

Proficient in handling calls and providing level 1 Support to commercial Segment for Both US and Canada

• Configured hardware, devices and software to help the Customer
• Resolved system, hardware and Software issues within service level improving the efficiency.
• Selling Solutions to customers based on their software requirements.
• Creating Dispatches for the Hardware issues

• Developed operational solutions for Windows and Android device issues, providing support via phone and email.
• Proficient in Level 1 technical support , assisting end users with troubleshooting handheld devices.
• Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
• Specialized in IT solutions for Android and Tizen-based cell phones, as well as Samsung Windows-based laptops.
• Handled high volumes of incoming work requests professionally while maintaining excellent organization.