Trilok Yadav
Hyderabad
Summary
Led and mentored a team of service desk professionals, ensuring timely resolution of technical issues and outstanding customer support. Enhanced operational performance by implementing proactive monitoring and KPI management techniques.
Overview
8
8
years of professional experience
Work History
Senior Technical Support Engineer
Dell Technologies
Hyderabad
02.2022 - Current
- Currently working as Subject Matter expert for a Voice team of 19 agents.
- Have experience in managing the team as Acting Manager
- Act as next level support for all kinds of Technical concerns based on Dell products.
- Responsible to drive First Day Resolution (FDR), High Customer Experience (CX%), Lowest DSAT (DSAT%), Low Repeat Inbound Rate (RIR), Effective tool usage within the team.
- Responsible to handle all Escalation calls and make sure correct right resolution is provided to the customer.
- Responsible to do regular case scrubs and identify failures and provide realtime feedbacks to the agent and make sure they are rectified on daily basis.
- Responsible to conduct weekly huddles to communicate any important information with respect to Process or procedures.
- Publishing team stats to the engineers regularly and ensuring timely feedback is given
- Resolving software and Hardware issues with Dell computers, Laptops and All in ones. Handling and resolving all the technical issues in the applications which client uses.
- Drive operational excellence through quality closures and efficient management of issues.
- Have the opportunity to mentor and coach other team members.
Also worked as Technical Trainer for new hires and provided necessary training throughout the Transition process for 8 batches.
Senior Technician
Dell Technologies
Hyderabad
12.2019 - 02.2022
Senior Associate
Dell Technologies
Hyderabad
06.2017 - 12.2019
Tier 1 Technical Support Representative
C3i Support Services (HCL)
Hyderabad
10.2015 - 06.2017
Education
Bachelor of Engineering - Mechanical Engineering
JNTUH
05-2014
Skills
- MS Office
- MS Office 365
- Windows OS 8 and above
- Desktop and Laptop Support
- Software and Hardware Support
- Printer Troubleshooting
- Internet, TCP/IP, VPN etc
- Leadership Skills
- Service-Level Agreements (SLA)
- Team Management
- Technical Process Training
- New Hire Process and Technical Training
- Case Management
- Root Cause Analysis
- Effective Time management
- Ability to work under Pressure
- Problem-Solving
- Customer Success Management
- ITSM Software
- Escalation Handling
- Customer Relationship Management
- Troubleshooting and Diagnosis
Accomplishments
Bravo award winner for Q1FY’20
Applause award winner for Q2FY’20
Bravo award winner for Q3FY’20
Applause award winner for Q4FY’20
Bravo award winner for Q1FY’21
Zero DSAT Rockstar award for Q4 FY’20 and Q1FY’21
Customer First award
Bravo award winner for Q2 and Q3 FY'24
Languages
- English
- Hindi
- Telugu
Timeline
Senior Technical Support Engineer
Dell Technologies
02.2022 - Current
Senior Technician
Dell Technologies
12.2019 - 02.2022
Senior Associate
Dell Technologies
06.2017 - 12.2019
Tier 1 Technical Support Representative
C3i Support Services (HCL)
10.2015 - 06.2017
Bachelor of Engineering - Mechanical Engineering
JNTUH
Similar Profiles
Reventh Raj YataReventh Raj Yata
SENIOR PRINCIPAL BUSINESS INTELLIGENCE MANAGER at DELL Technologies (DELL EMC + Dell Entities)SENIOR PRINCIPAL BUSINESS INTELLIGENCE MANAGER at DELL Technologies (DELL EMC + Dell Entities)
Taarun RajBhalanTaarun RajBhalan
Principal Software Engineer – Performance Engg at Dell Technologies Inc, Dell International ServicesPrincipal Software Engineer – Performance Engg at Dell Technologies Inc, Dell International Services
M.Banu PrakashM.Banu Prakash
Senior Analyst, Sales at Dell International Services (Dell Technologies)Senior Analyst, Sales at Dell International Services (Dell Technologies)
Reginald WilkinsonReginald Wilkinson
Quality Engineer at DELL TECHNOLOGIES / DELL EMCQuality Engineer at DELL TECHNOLOGIES / DELL EMC
ARAVA ANANTHA RAOARAVA ANANTHA RAO
Information Security Manager at Tata Consultancy ServicesInformation Security Manager at Tata Consultancy Services