Roopashree Naik

Led quality coaching and operational management for the Data Protection Division and PowerScale teams, serving as the primary point of contact for escalations and ensuring seamless stakeholder alignment, mirroring client engagement responsibilities in multi-site environments. Managed daily Manager on Duty responsibilities, including backlog reviews, Case audits, and shift scheduling, to maintain 100% support coverage and KPI compliance, while collaborating with global partners to execute process improvements and reduce costs.

• Directed the development and Organization-wide rollout of the Work Order Validation and Approval PowerApps tool, enhancing dispatch accuracy by 20% and minimizing RDR/MDR metrics through proactive quality checks, demonstrating project execution from planning to implementation.
• Analyzed S&AS data to initiate Mean Dispatch Rate reduction strategies, influencing WO Edit feature adoption, and cutting avoidable repeat dispatches by 15%, showcasing lateral problem-solving and financial impact in partner engagements.
• Implemented key performance indicators (TTR, SLA adherence, RDR) via regular 1:1 sessions and QC check-ins, improving team accountability and visibility, akin to driving Agile delivery and team development in client-focused projects.
• Enhanced and optimized the case triage by building a PowerApps tool called "Collab Matrix" in integration with SharePoint and Power Automate to create a seamless technical collaboration within the Data Protection team and provide the triage trend to monitor the skillset requirements and feed the technical summary of the collaboration to Dell internal AI chat bot - NBA (virtual assistant).
• Spearheaded bi-weekly review calls with OSP teams to categorize RDRs, refine RCA processes, and align issue resolutions, fostering collaboration, and ensuring high client satisfaction scores.
• Contributed to 'Project Evolution' by analyzing handoff patterns and addressing gaps, reducing SR transitions between Dell and partners, and highlighting skills in engagement planning and risk mitigation.

Provided advanced technical support for enterprise clients on DD Boost, NFS, CIFS protocols, and hardware, acting as an SME for complex issues and collaborating with engineering teams to resolve bugs, ensuring minimal downtime and high satisfaction. Onboarded through the GSAP program, I rapidly developed expertise in filesystem troubleshooting and log analysis to deliver timely solutions.

• Managed critical customer escalations, hardware replacements, and OS/firmware upgrades, coordinating with stakeholders to minimize disruptions and maintain SLA targets, while building foundational skills in client relationship management.
• Authored and updated knowledge base articles on troubleshooting and integrations, enhancing team-wide consistency and proactive feedback loops for product improvements, and supporting scalable support processes.
• Partnered with global teams to escalate undocumented issues and drive enhancements, consistently achieving high customer satisfaction through innovative solutions, and ongoing training in Dell Technologies.
• Recognized with 'Customer Superhero' and 'Game Changer' awards for exceptional service and process innovations, underscoring the ability to lead impactful initiatives in dynamic environments.