Tawqueer Qureshi

• Got my promotion in December 15th to the WYSE team,
  · We deal with Wyse systems and there troubleshooting .
  · Helped troubleshooting Wyse management suits and VDIs
• We help with troubleshooting and mantaining of wyse management suites.
• Work with the L3 team and have our own lab set up for replicating and resolving issues
  ·
• Have completed mentorship with the automation team for automation 360
  · Have worked and created bots in projects.
• Currently learning Ui path and persuing

• Joined the OOH (out of hour pro support) .
• Worked with supporting customer systems with software and hardware issue.
• Helped with microsoft office software's and any other software's
• · Responsibilities included troubleshooting hardware issue such as Broken LCD and LCD distortion, Motherboard replacements, battery and charging issue.

· I handled all software related issues which include

· No Boot,

· Blue screen issues,

· Black screen,

· Updates both windows and dell based.

· Best effort supports for all other applications

· I also help with setting printers wireless and wired setting up local area networks.

· Have help with recovery and restoration of system.

2020-03 - Current

Senior Technical Support Engineer

Dell Technologies, Bangalore, Karnataka

· Joined Dell in March 2020.

· Started in the hardware out of warranty support team and handled all hardware issues.

· Responsibilities included troubleshooting hardware issue such as Broken LCD and LCD distortion, Motherboard replacements, battery and charging issue.

· Was transferred software support team based on my performance and currently working there.

· Got promoted to PRO support team which deals with clients and consumers.

· I currently handle all software related issues which include

· No Boot,

· Blue screen issues,

· Black screen,

· Updates both windows and dell based.

· Best effort supports for all other applications

· I also help with setting printers wireless and wired setting up local area networks.

· Have help with recovery and restoration of system.

· 1 year have worked with bit locker and windows updates.

· PERSONAL ACCOMPLISHMENTS:

· Helped new teammates with their initial calls while

handling my own call. I help the team out and keeping my personal performance upright

· I also help with the hardware support team from time to time whenever they high call volumes so i am skilled in both hardware troubleshooting and software troubleshooting.

· Also help with basic TPM trouble shooting.

· Demonstrated respect, friendliness and willingness to help wherever needed in other teams or my own teammates

· I make sure that my customers are happy with the service and as we are a consumer based support i am sure that my customers know what i am doing and how its going to effect there system.

·

• Worked with support for all consumer system that are Out of warranty. Also created and processed quotations. booked service for the repair.
• Helped with training new Hires and mentored them .
• Handled any escalations or concerns from the customer
• Qualified IJP to move to the next position
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• · As we are in a revenue-based team so our performance is mostly based on revenue and i am proud to say that i have been the highest revenue generator in my team for past 2 quarters.

· Helped new teammates with their initial calls while

handling my own call. I help the team out and keeping my personal performance upright

· I also help with the hardware support team from time to time whenever they high call volumes so i am skilled in both hardware troubleshooting and software troubleshooting.

· Also help with basic TPM trouble shooting.

· Demonstrated respect, friendliness and willingness to help wherever needed in other teams or my own teammates