Shreya
Bangalore
Summary
Seasoned Manager on Duty with comprehensive experience in overseeing daily operations, managing staff, and ensuring customer satisfaction. Demonstrated success in improving operational efficiency and fostering positive work environment. Highly organized, energetic, and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.
Overview
2026
2026
years of professional experience
Work History
Senior Engineer, MOD
DELL Technologies
2023 - Current
- MOD for the technical support team to oversee scheduling, workload balance, and on-call rotations.
- Delegate support requests by identifying available resources for Service Level Agreement compliance.
- Manage open case processes, including field escalations, and adherence to SLOs. Maintain workflow prioritization, alongside effective queue management.
- Lead hiring, onboarding, and coaching for new hires.
- Own and monitor team KPIs, such as SLO attainment, backlog management, CSAT, and escalation rates.
- Partner with global Support Leadership and cross-functional teams, including Engineering, Product Management, Professional Services, and Customer Success, for consistent, high-quality support delivery.
- Implement automation tools to enhance team efficiency and reduce manual effort.
Technical Support Engineer 2
DELL Technologies
2019 - 2023
- Delivered prompt solutions for data unavailability and loss scenarios.
- Resolved technical escalations to achieve rapid customer satisfaction.
- Participated in escalation calls to address critical customer concerns effectively.
- Provided technical consultations to peer engineers
- Conducted quarterly technical brown-bag sessions to enhance team knowledge.
- Mentored new engineers, boosting team capabilities through guidance and support.
- Received recognition for exceptional performance in technical support.
Technical Support Engineer 1
DELL Technologies
2017 - 2019
- Delivered enterprise support for EMC VNX and Unity Storage products.
- Provided technical assistance to customers through phone and chat support.
- Diagnosed hardware and software issues to determine root causes.
- Collaborated with EMC customer engineers for onsite troubleshooting.
- Authored knowledge-based documents to enhance team resources.
Education
Bachelor of Engineering - Computer Science
MITE
Mangalore01-2017
Skills
- Data-driven decision making and metrics analysis
- Critical issue management
- Emotional intelligence
- Collaborative teamwork
- Certified in ITIL V4, ISM, and VMWare VCP DCV
Timeline
Senior Engineer, MOD
DELL Technologies
2023 - Current
Technical Support Engineer 2
DELL Technologies
2019 - 2023
Technical Support Engineer 1
DELL Technologies
2017 - 2019
Bachelor of Engineering - Computer Science
MITE