Sandeep Reddy

Key Achievements Technical Leadership Customer & Account Management Technical Operations Cross-Functional Collaboration

• Drove process improvements using Kaizen methodology, increasing first-time resolution rates by 84% and reducing average handling time by 14% through remote troubleshooting optimization.
• Reduced technical diagnosis time by 91% as a Continuous Improvement Champion, leading cross-functional teams to refine Kaizen strategies for faster issue resolution.
• Mentored junior team members on server maintenance best practices and troubleshooting techniques, fostering a culture of continuous improvement.
• Conducted training sessions for new hires on products/processes, boosting productivity with newly implemented technologies.
• Developed best practices for delivering Commerce Server support, ensuring standardized and efficient workflows.
• Resolved complex technical issues with tailored support, enhancing client satisfaction and trust.
• Managed high-priority customer accounts, including escalations impacting business operations, ensuring rapid resolution and minimal downtime.
• Cultivated customer relationships by managing service levels/metrics and ensuring timely issue resolution across multiple access channels.
• Administered server operating systems (ProLiant ML, DL, Apollo, Cloudline, Moonshot, Blade), analyzing logs and troubleshooting hardware/software issues.
• Resolved stakeholder technical issues through proactive notification systems, addressing queries related to services, products, and technologies.
• Promoted platform-wide synergy by actively participating in cross-functional meetings to align technology solutions with business goals.
• Managed customer service requests across channels, ensuring seamless communication and resolution tracking.

• Provided technical support to a school administrator facing issues with HMH (Houghton Mifflin Harcourt) products.
• Assisted in the installation of applications on servers and resolved software installation issues.
• Guided teachers over the phone in accessing applications and reset passwords as needed to ensure seamless usage.

• Started as a Technical Support Representative, delivering assistance to customers using Dell desktop and portable devices.
• Resolved hardware and software issues through desktop technical support calls for various models, including Dimension, Inspiron, Optiplex, and Studio.
• Demonstrated extensive knowledge in basic hardware troubleshooting and application software support, with proficiency in Microsoft operating systems.
• Utilized DSN tools to submit suggestions and requests for troubleshooting technical and operating system issues.