Umme Asma
Technical Support Engineer
Bangalore
Summary
To work as a remote support specialist and provide technical support for software, hardware, and network problems.
Flexible Technical Support Engineer with 11 years of experience helping clients maintain smooth operations. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
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
12
12
years of professional experience
1
1
Language
Work History
Technical Support Engineer
Dell Technologies
Bangalore
07.2018 - Current
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Documented faults and bugs for referral to development staff for use in updates.
- Performed root cause analysis of reported issues to enact corrections.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Earned recognition from management for consistently delivering exceptional service quality.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Implemented remote support system, enabling efficient troubleshooting without need for onsite visits.
- Led training sessions for new staff to ensure high-quality technical support standards across team.
- Offered assistance in implementing and developing training programs.
- Generated reports to track performance and analyze trends.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
- Coordinated with vendors to resolve product-specific issues, acting as primary point of contact for warranty and repair processes.
- Initiated feedback loop with customers to better understand recurring issues and address them proactively.
Quote Specialist
Dell Technologies
Bangalore
07.2018 - Current
- Maintained strong relationships with vendors, negotiating favorable terms for pricing and delivery.
- Supported cross-functional teams by offering expertise on product offerings, pricing strategies, and market trends.
- Ensured high-quality proposals by conducting thorough reviews for accuracy, consistency, and compliance with company guidelines.
- Maximized profits through strategic price negotiations with suppliers while maintaining quality standards.
- Stayed current on industry trends and competitor pricing strategies to maintain a competitive edge in the marketplace.
- Contributed to revenue growth by collaborating with sales teams to win business opportunities through strategic quoting practices.
- Enhanced customer satisfaction by providing accurate and timely quotes for products and services.
- Managed a large volume of incoming quote requests, prioritizing tasks effectively to meet tight deadlines consistently.
- Exceeded performance targets consistently due to attention to detail, quick turnaround times, and reliable estimates.
- Collaborated with sales teams to ensure quotes were competitive and aligned with company objectives.
- Developed customized solutions for clients based on their specific needs, resulting in increased customer loyalty and repeat business.
- Provided accurate estimates by defining scope, timelines, potential setbacks, and limitations.
- Reviewed and approved invoices and payments, verifying accuracy of expenses.
Remote Support Engineer
Concentrix Services Pvt Ltd
Bangalore
05.2014 - 07.2018
- Perform remote installations, upgrades and repairs using phone, online chat and remote desktop software
- Diagnose operating system problems, repair all issues and remove malwares as defined by scope of work
- Perform network setup and troubleshooting. Cased all client connects in breeze, an internal client management system
- Communicate and train clients on the proper and optimal use and care of their technology
- Recommend appropriate additional solutions to the client to promote an allencompassing solution
- Act as Team Supervisor under leadership of manager to train and support new team members with their integration into the remote support channel
- Perform “White Glove” executive resolutions with highly escalated clients. Laid framework for future interactions with highly escalated clients to ensure proper handling of cases and to prevent further escalations
- Additional Responsibilities:
- Have been the fun SPOC for the team
- Achievements:
- Awarded the best employee for the year 2015
- Received appreciations from clients
- Appreciated by Managers Onshore for the appreciation from clients
- Awarded for the best quality work
- Awarded for the unplanned absenteeism
- Implemented technical solutions to solve customer issues and increase satisfaction.
Education
Bachelor of Engineering - Information Science
The Oxford College of Engineering, VTU
Belgaum 04.2001 -
II PUC - PCMB
Krupanidhi Pre-University
Bangalore01.2008
Standard X - KSEEB
K.J. High School Wilson Garden
Bangalore01.2006
Skills
Fast learner
Declaration:
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars. Place: Bangalore Umme Asma
Timeline
Technical Support Engineer
Dell Technologies
07.2018 - Current
Quote Specialist
Dell Technologies
07.2018 - Current
Remote Support Engineer
Concentrix Services Pvt Ltd
05.2014 - 07.2018
Bachelor of Engineering - Information Science
The Oxford College of Engineering, VTU
04.2001 -
II PUC - PCMB
Krupanidhi Pre-University
Standard X - KSEEB
K.J. High School Wilson Garden