Dedicated Technical Support Specialist with over 5 years of experience in enterprise hardware, software, and customer service. Skilled in troubleshooting, case management, and team mentoring, with a consistent record of meeting performance metrics and enhancing client satisfaction.
Provided troubleshooting for Windows OS, hardware, and software, ensuring timely resolution of complex issues.
Supported U.S. banking, telecommunications, and insurance clients, maintaining high customer satisfaction and meticulous documentation.
Handled and documented service cases via Salesforce, adhering to SLA protocols and escalation procedures.
Used Oracle Knowledge Base and other tools for troubleshooting, issue tracking, and trend analysis.
Mentored new hires, supporting onboarding and knowledge transfer to improve team performance.
Dell Technologies
Provided advanced technical support for corporate laptops, desktops, peripherals, and Windows OS., Managed 45+ daily customer cases via Salesforce (chat/email)., Resolved complex hardware/software issues following SLA and escalation procedures., Utilized Oracle Knowledge Base, DTC, and case...
ARKA
Performed the same advanced technical support functions later continued as a direct Dell employee., Demonstrated strong performance and technical proficiency, leading to internal transition to Dell Technologies in 2021.
SITEL
Provided customer service support for Citizens Bank U.S., assisting with banking inquiries and account-related requests., Handled 100+ inbound calls daily while maintaining high customer experience (CE) scores through strong communication and problem-resolution skills., Consistently met performance...
Multiple Companies and BPOs
Performed customer service and technical support roles supporting U.S. telecommunications and insurance clients, including mobile devices, account services, and verification processes.
Bachelor’s Degree
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