Sales Force
RYAN FRANKLIN PETER
Senior Technician
New Delhi,DL
Summary
As a dedicated Technical Professional in providing exceptional technical assistance to end-users. Skilled in troubleshooting hardware and software issues, resolving network problems, and delivering outstanding customer service. Communicating complex technical concepts in a clear and friendly manner, ensuring user satisfaction and quick issue resolution. Committed to continuous learning and improving technical skills to support organizational goals.
Overview
5
5
years of professional experience
1
1
Language
Work History
Senior Technician, Technical Support
Dell Technologies
12.2021 - Current
- Detail-oriented Service Operations Specialist with expertise in back-office logistics, dispatch coordination, and end-to-end customer support. Skilled in managing service workflows: verifying part availability, liaising with procurement, and raising service tickets.
- Strong collaboration with global logistics partners, including FedEx, Purolator, UPS, Unisys, and WWTS.
- Managed over 50 customer calls per day and ensured timely handling of 70 cases over the course of 8 hours to ensure timely handling at committed follow-up time.
- Handled inbound email support alongside live chat, delivering clear, professional responses, and maintaining SLA compliance. Increased sales by 9%.
- Proven ability to streamline repair processes, provide accurate customer quotes, and deliver real-time status updates.
- Experienced in technical sales support: upselling accessories, recommending device-specific solutions, and boosting consultative engagement.
- Collaborated across multiple lines of business (LOB) to align service strategies with organizational objectives.
- Committed to customer satisfaction through timely follow-ups, device return coordination, and precise issue resolution.
- Skilled in multichannel support (chat, email), with deep knowledge of troubleshooting, CRM documentation, and knowledge base development.
- Completed preventive maintenance on set schedules.
- Reduced downtime for critical systems through effective troubleshooting and root-cause analysis.
Technician, Technical Support
Dell Technologies
08.2021 - 12.2021
- Efficiently managed three simultaneous live chat sessions, ensuring accurate troubleshooting, and timely resolution for multiple customers.
- Maintained high customer satisfaction scores by providing personalized support across multiple channels (chat and email).
- Performance-driven Technical Sales and Support Agent with hybrid expertise in mechanical systems, customer engagement, and data-informed sales strategy.
- Consistently surpassed sales targets through strategic upselling, trend analysis, and personalized service delivery.
- Ensured compliance with quality standards while maintaining operational efficiency.
- Analytical Technical Support Specialist with expertise in mechanical diagnostics, equipment calibration, and troubleshooting.
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Managed service documentation, tracked cost metrics, and delivered exceptional customer support.
Education
High School Education -
ST.COLUMBAS SCHOOL
Bachelor of Science - Information Technology
PDM UNIVERSITY
01-2021
Skills
Project Management
Troubleshooting and resolution
Technical assistance
Troubleshooting skills
System installations
Safety awareness
Installation and repair
Public Relations
Teamwork
Time Management
Multi-Tasking
Multichannel support (chat email calls)
Accomplishments
- Surpassed sales targets through strategic upselling and consultative engagement, boosting accessory sales and customer loyalty.
- Successfully resolved 95%+ of service tickets within SLA, ensuring minimal downtime and high customer satisfaction.
- Collaborated with global logistics partners (FedEx, Purolator, UPS, Unisys, WWTS) to achieve on‑time delivery.
- Maintained 100% compliance with quality standards while managing service documentation and cost tracking.
- Recognized for proactive communication and empathy, consistently achieving top‑tier customer feedback ratings.
- Achieved 95%+ SLA compliance in resolving service tickets, ensuring minimal downtime and consistently high customer satisfaction.
Additional Information
Availability: Immediately available to join and open to relocation.
Mobility: Willing to travel or relocate for work assignments across regions.
Languages: English (Fluent)
Nationality: Indian
Software
Power BI
MySQL
Microsoft Word
Microsoft Excel
Python
Timeline
Senior Technician, Technical Support
Dell Technologies
12.2021 - Current
Technician, Technical Support
Dell Technologies
08.2021 - 12.2021
Bachelor of Science - Information Technology
PDM UNIVERSITY
High School Education -
ST.COLUMBAS SCHOOL