Robin Sharma

• Drive ODW and enable business performance throughout migration and transition, while maintaining seamless operations.
• Coordinate with Dell Badged sites and Outsourced partners during and downtime, IT issues or disruption, which prevents the frontline and non-frontline team to do their jobs in a frictionless manner.
• Drive Major Incident Management calls by representing business
• Provide Process and technical information for all the issues that get reported to the team by taking the Incident management approach.
• Involve incident management and other support Teams for further trouble shooting if the 1st level of support doesn’t resolve the issue.

●Provided Conversion rate of 81% for non-lease Orders against the Target of 72%
● Provided Conversion rate of 70% for Lease orders against the Target of 60%
● Provided rebook rate of around 80% for orders stuck which invalids, rejected or had a long lead time by providing alternate options which resulted in improved customer experience and saving the revenue for business

● Proficient in handling escalated calls and providing level 2 Support to commercial Segment for Both US and Canada.
● Handling the Team in the capacity of Subject matter expert
● Part of Advanced resolution expert panel to handle executive escalations.

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

Devised solutions to operations issues related to windows and android devices, working closely via phone, email.

Proficient in handling and providing level 1 Technical Support to Handheld devices to End Users.

Providing solutions in Android and Tizen based cell phones and IT solutions to Samsung Windows based Laptops