Saurabh C Baddap

Senior Technical Support Expert
Division Support - North America Region
Client: Dell Technologies

• Primary Contact and Support: Served as the initial point of contact for Dell Technologies, delivering exceptional customer service and ensuring customer satisfaction through proficient hardware and software troubleshooting.
• Advanced Technical Resolution: Utilized remote control tools to diagnose and resolve complex network and software issues, providing hardware recommendations for systems unable to support required software.
• Leadership and Mentorship: Acted as a senior technical expert, leading the resolution of intricate technical problems, mentoring junior support staff, and driving continuous improvements in support processes.
• Level 2 Support Management: Oversaw nesting batches and ensured seamless operations. Managed team escalation communications through chats, calls, and emails, resolving issues promptly and effectively.
• Quality Assurance: Conducted audits of live chats and remote sessions to uphold quality standards, providing constructive feedback to maintain high service levels.

Key Responsibilities:

• Installation and Configuration: Installed and configured network operating systems on servers and network devices.
  Ensured up-to-date firmware across network devices to enhance performance and security.
  Managed driver installations and updates for network hardware functionality.
  
• Network Management Tools: Installed and configured network management tools to monitor network performance, bandwidth usage, and device status.
  

• Division Support - World Wide (US, UK, SEA, EMEA, UAE)
  
  Drive business growth and expand client relationships for MarkSpace Media by identifying clients need and developing strategic partnership accordingly
  Collaborate with various clients across industries to deliver tailored media solutions and achieve mutual business objectives
  Conduct research as per clients provided specifications and needs
  Arrange business meetings with prospective clients
  Formulating, implementing, and overseeing business strategies, ensuring that everything leads towards business development

Role - Frontline Airline Customer Support

Amending Customer Policies
Cancellation/Modification of Tickets
Handle complaints, escalation calls, and provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
Open and maintain customer accounts by recording account information.

Worked as part of a team to resolve customer issues in accordance with service level agreements.

Developed strong problem-solving and decision-making skills. Worked well in a team environment and maintained a high level of professionalism.

Managed and resolved escalated customer inquiries