Sai Pradeep
Bengaluru
Summary
Dedicated and experienced Senior Technician with a proven track record of delivering exceptional technical support in fast-paced environments. Skilled in troubleshooting hardware and software issues, I excel in diagnosing complex problems and implementing effective solutions swiftly. With a focus on providing outstanding customer service, I consistently meet and exceed performance metrics, including handling high call volumes while maintaining a short Average Handling Time (AHT). Proficient in collaborating cross-functionally, I leverage strong communication and problem-solving abilities to resolve issues efficiently and ensure customer satisfaction.
Overview
6
6
years of professional experience
Work History
Senior Technician
Dell technologies
Bengaluru
05.2022 - Current
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Assisted customers with troubleshooting software and hardware issues.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Resolved complex technical problems through root cause analysis techniques.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
Senior Executive
24/7.ai
11.2020 - 12.2021
- Developed and implemented a new troubleshooting process that reduced average resolution time by 20%, leading to improved customer satisfaction ratings
- Received commendations from clients for providing exceptional support and resolving critical issues under pressure during high-impact incidents
- Mentored and trained junior technicians, contributing to their professional development and enhancing team performance
- Contributed valuable feedback to the product development team based on customer insights and support interactions, leading to product improvements and feature enhancements
Sr E Support Officer
Knoah Solutions Inc
09.2018 - 04.2020
- Made decisions affecting daily operations such as overseeing Customer satisfaction and Quality Assurance
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
- Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Explained technical information in clear terms to non-technical individuals to promote better understanding
Education
Bachelors - Electronics And Communications Engineering
B.I.T.I.T Institute Of Technology
Skills
- After Sales Technical Support
- Troubleshooting and resolution
- Customer Technical Support
- Problem Resolution
- Product Technical Support
- System Troubleshooting
- Network Administration
- System diagnostics
- Technical Troubleshooting
Accomplishments
- Productivity Champ for Q3FY24
- Information Storage and Management
Department
Technical Support
Manager
Naveen G, Manager 1, Technical Support
Relocationinterests
India
Career Level
Individual Contributor I4
Personal Information
Title: Senior Technician
Languages
English, Fluent
Timeline
Senior Technician
Dell technologies
05.2022 - Current
Senior Executive
24/7.ai
11.2020 - 12.2021
Sr E Support Officer
Knoah Solutions Inc
09.2018 - 04.2020
Bachelors - Electronics And Communications Engineering
B.I.T.I.T Institute Of Technology
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