Sudhir S Rao
Analyst
Bangalore,KA
Summary
IT professional with over 10+ years of experience in Technical support. Supporting customers and onsite engineers through Voice and Email. Products: - Dell Laptops, Desktops, Projectors and Thin clients Technical support professional with robust background in troubleshooting, network configuration, and customer service. Known for strong analytical skills and effective communication in high-pressure environments. Consistently collaborates with teams to solve complex issues and adapts to dynamic technical requirements. Skilled in system diagnostics, software installation, and providing clear, actionable solutions.
Overview
14
14
years of professional experience
Work History
Technical Support Engineer 2 – EMEA Wyse Support (Quality Lead)
Dell International Services
Bangalore
01.2013 - Current
- Sending daily reports on KPI metrics
- Assisting Front-line Engineers with both technical and process related queries.
- Assisted the DTC team on creating the new Answer Flow.
- Conduct regular inspections and audits to ensure compliance with quality standards
- Develop, implement, and maintain quality assurance protocols and procedures.
- Identify areas of improvement in the production process and recommend corrective actions
- Collect and analyze data from customer interactions to identify patterns and trends.
- Prepare comprehensive reports on quality performance, highlighting key insights and areas for improvement.
- Use data analysis tools to track key performance indicators (KPIs) and customer satisfaction metrics.
- Identify gaps in customer support processes and recommend solutions to enhance service quality.
- Collaborate with the customer support team to implement process improvements.
- Monitor the effectiveness of implemented changes and make adjustments as necessary.
- Maintain accurate records of quality evaluations, feedback sessions, and training activities.
- Ensure all quality-related documentation is up-to-date and easily accessible.
- Develop and maintain standard operating procedures (SOPs) for quality monitoring processes.
- Develop and deliver training programs focused on improving customer service skills and quality standards.
- Conduct regular coaching sessions for support agents to address performance issues and reinforce best practices.
- Stay updated with industry trends and incorporate new techniques into training programs.
- Analyze customer feedback and complaints to identify recurring issues and areas for improvement.
- Work with the front-line team to develop action plans for addressing customer concerns.
- Ensure that customer feedback is integrated into the quality assurance process.
- Awards & recognition: - Game Changer 1 award (2023), Bravo award (2024) and Bravo award (2025)
Technical Support Engineer 2 – NA Wyse Support (Escalation Team)
Dell International Services
Bangalore
06.2022 - 08.2022
- Sending daily reports on KPI metrics
- Assisting the IPS team and PG team by replicating customers issue in the lab.
- Handling escalation cases as L3 in NA region.
- Supported Wyse Global Team, interacting with the customers.
- Supporting Front Line Agents, with all technical related queries.
- Awards & recognition: - Cheers award (2022)
Technical Support Engineer 1 – APJ Wyse Support (front Line Engineer)
Dell International Services
Bangalore
12.2017 - 06.2022
- Case management reporting on APJ Wyse performance
- Review and build presentations to leadership on the weekly performance
- Publish customer experience reports and deep dive on the cause of dissatisfaction and action plans to avoid similar instances
- Designed the online training program for APJ tech support to improve on KPI performance.
- Support a team of 12 who handle APJ customers call and email on Thin clients and IoT products.
- Reporting and tracking team performance
- Enable the team L2 and manager with the top issues and solutions availability
- Conduct vitality trainings with outlier groups
- Volunteer for SFDC testing and feedback on the IT gaps.
- Awards & recognitions: - Bronze award (2018), Bravo award (2019)
Technical Support Sr Associate
Dell India Large Enterprise
Bangalore
04.2014 - 12.2017
- Technical support to commercial clients and IT systems
- Manage KPI and deliver results in accordance with the business expectations
- Scrub and deep dive RDR and RAR opportunities to avoid repeats and feedback on potential solutions
- Publish weekly team reports on KPI performance
- Volunteered for Delta testing and UAT
- Supporting Latitude, OptiPlex, Vostro systems
- Build presentations on team performance to review in internal team meetings with manager.
Technical Support Associate
Dell India SMB Tech Support
Bangalore
01.2013 - 04.2014
- Technical Support Engineer involved in rendering post-sale technical support for the Home & Small business consumer/clients
- Enhanced client satisfaction by effectively resolving issues and rendering qualitative service delivery
- Performance evaluation based on business as well as operational requirements
- Rendered technical support in resolving technical issues and transitioning processes in compliance to client SLA parameters
- Developed training module on New Products, Top Call Drivers, CHS, Process, Policies for enhancing employee capabilities and client/customer experience.
System Administrator
Microcline Technologies
11.2011 - 01.2013
Education
Bachelor of computer applications - undefined
Karnataka state University
01.2015
Diploma - Electrical and Electronics
Board of technical education
01.2010
Skills
- Analytical approach
- Endpoint management
- Escalation Resolution
- Drive for results
- Supply Chain Management
- Strong negotiation skills
- SLA Compliance
- Coaching and feedback
- Build reports and dashboards
- Product Management
- Client Interaction
- Team player
- High degree of adaptability
- Interpersonal skills
- Strong written and oral communication skills
- Resourceful at maintaining relations
Languages
English
Kannada
Hindi
Professional Development
- Comptia Security+
Personal Information
Date of Birth: 1986-10-14
Timeline
Technical Support Engineer 2 – NA Wyse Support (Escalation Team)
Dell International Services
06.2022 - 08.2022
Technical Support Engineer 1 – APJ Wyse Support (front Line Engineer)
Dell International Services
12.2017 - 06.2022
Technical Support Sr Associate
Dell India Large Enterprise
04.2014 - 12.2017
Technical Support Engineer 2 – EMEA Wyse Support (Quality Lead)
Dell International Services
01.2013 - Current
Technical Support Associate
Dell India SMB Tech Support
01.2013 - 04.2014
System Administrator
Microcline Technologies
11.2011 - 01.2013
Bachelor of computer applications - undefined
Karnataka state University
Diploma - Electrical and Electronics
Board of technical education