Senior Technician
Dell
Total years of experience :3 years, 5 Months
Assisting customers across EMEA with PC hardware and software issues. Primarily focused on customers from UK, Ireland
and South Africa.
Accurate remote diagnosis provided in order to determine if faults are hardware based or software issues within SLAs to
ensure customer experience is not impacted.
Troubleshooting and identifying hardware faults and the necessary components for repair.
In case of upgrade queries, utilising all technical resources to correctly identify the compatibility of components and if
additional hardware is required apart from the basic necessities.
Generating quotations for repairs or upgrades and processing orders as per the relevant payment terms.
Booking, scheduling and dispatching hardware/labour as per the requirements of the orders.
Following up to ensure a seamless customer experience which reflected in my 100% customer satisfaction rate over the last
3 quarters in the role.
Initially in a consumer-based call taking role and then shifted to a commercial support team where queries were handled
purely over email.
Additional responsibilities also included management of the inbound software support queue during outages to ensure that
service level is not impacted, assisting trainees or new hires with solutions in order to reduce Average Handle Time.
Support was provided via Salesforce and Outlook
Managed a day-night gaming cafe.
Ensured that system requirements met the necessary specs for competitive gaming.
Provided real time support in case of software or hardware failure.
Co-ordinated between ISPs to ensure a lag-free gaming experience.
Configured the network as per the requirement.
General maintenance and driver/software updates performed.
During lockdown, provided the option to have systems delivered to specified locations on a chargeable basis while adhering
to COVID regulations.
Maintained day-to-day accounts.
Resolving gameplay related issues and errors.
Providing guidance for installation, updation and miscellaneous set up.
Analysing game bugs/crashes and resolving the same.
Researching and resolving account information including in-game items and currency.
Aiding customers with purchase and refund related queries.
Resolving queries related to travel reservations and itineraries.
Assisting customers with hotel/car/activity bookings.
Providing information regarding Nectar and other reward points.
Troubleshooting website/app issues.
Academic Project - Vehicle Simulation Through Virtual Reality The project was developed in an attempt to find a cost-effective method of providing basic driver’s training for individuals or small organizations without access to specialized hardware. Developed in Unity. TECHNICAL PAPERS The Internet of Things (IoT) - National Conference Kite 2015 Augmented Reality: An Introduction - National Conference Kite 2017