Syed Roshan
Bangalore
Summary
Skilled in diverse installation, maintenance, and repair tasks across various industries. Possess hands-on experience in troubleshooting complex issues and delivering efficient solutions. Demonstrated ability to adapt quickly to new technologies and methodologies with strong problem-solving skills. Improved operational efficiency and equipment longevity through proactive maintenance strategies.
Overview
11
11
years of professional experience
Work History
Sr. Technician Technical Support
Dell Technologies
Bangalore
06.2021 - 03.2025
- Provided Tier 1 and Tier 2 support for Dell customers, diagnosing and troubleshooting issues related to hardware, software, and peripherals.
- Delivered exceptional customer service, resolving technical issues in a timely and efficient manner.
- Utilized diagnostic tools and systems to troubleshoot and resolve customer issues remotely.
- Assisted customers in the setup, configuration, and installation of Dell products, ensuring smooth product functionality.
- Logged and tracked customer issues in the internal system and maintained up-to-date case documentation.
- Conducted follow-up calls to ensure customer issues were fully resolved and provided ongoing support as necessary.
Senior Customer Associate
Accenture
Bangalore
10.2016 - 08.2020
- Troubleshooting TV set up box for UK customers
- Resolving billing enquires.
- Up selling set up box and modem.
- Collecting payments.
- Supporting new team members
Quality Analyst
Aegis Limited
Bangalore
10.2013 - 10.2016
- Trained personnel on proper use of tools, equipment, materials, and software used for quality assurance purposes.
- Completed unit and regression tests on software and individual modules.
- Evaluated performance metrics from existing processes to recommend improvements in product quality.
- Maintained quality assurance procedure documentation.
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
- Call Monitoring
- Quality session for new batches.
- Weekly calibration.
- Daily quality report
Education
GED -
Himalayan Garhwal University
Uttarakhand07-2022
Skills
- Technical Skills:
- Advanced Troubleshooting: Expertise in diagnosing and resolving complex technical issues related to hardware, software, and networking
- Operating Systems Expertise: In-depth knowledge of Windows, Linux, and macOS environments
- Hardware and Software Support: Skilled in supporting a variety of devices, including desktops, laptops, servers, and peripherals
- Networking: Proficient in TCP/IP, DNS, DHCP, VPN, LAN/WAN, and network troubleshooting
- Remote Diagnostics: Strong ability to provide support via remote desktop tools, troubleshooting, and resolving issues effectively without on-site presence
- Dell Systems & Products: In-depth knowledge of Dell products and systems (eg, laptops, desktops, servers, storage solutions, etc)
- System performance optimization: the ability to enhance system performance by identifying and addressing hardware or software issues Soft Skills:
- Customer Service Excellence: Ability to provide exceptional customer service while ensuring clear communication and understanding of customer needs
- Time Management: Capable of managing multiple cases simultaneously, ensuring timely resolution while adhering to SLAs
- Problem Solving: Quick at identifying root causes of issues and implementing effective solutions
- Team Leadership & Mentoring: Ability to guide junior technicians, share knowledge, and help improve team performance
- Communication Skills: Strong verbal and written communication skills, ensuring that technical information is conveyed clearly to non-technical users
- Stress Management: Ability to work effectively under pressure, maintaining high levels of customer satisfaction during peak times Other Skills:
- Documentation & Knowledge Management: Proficient in creating and maintaining documentation, troubleshooting guides, and knowledge base articles to improve team efficiency
- Escalation Management: Skilled at escalating unresolved issues to higher-level support teams and managing follow-up actions to ensure complete resolution
Affiliations
- Travelling
- Listening Music
Accomplishments
- Inspire awards
Languages
English
First Language
Urdu
Proficient (C2)
C2
Kannada
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Sr. Technician Technical Support
Dell Technologies
06.2021 - 03.2025
Senior Customer Associate
Accenture
10.2016 - 08.2020
Quality Analyst
Aegis Limited
10.2013 - 10.2016
GED -
Himalayan Garhwal University
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