David Britto

Experience

• 

  First Source Ltd

  Nov 2008 - Oct 2010

  Customer and Technical support Engineer

  • Technical customer query and complaint handling• Complete awareness on modems and routers set up and technical troubleshooting• Initiate technical tests within the exchange to assess reason for broken Internet connectivity• Liaise with Exchange engineers to obtain status of the problem and keep the customers updated• Arrange and process Broadband engineers visit to the customer’s premises depending on nature of issue• Best Convincing Skills to make the customers understand the situation• Built up strong relationship with exchange engineers in-order to provide best customer service Show less

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  Accenture, Bangalore

  Jan 2011 - Jan 2013

  Service Desk Engineer

  • Defining and planning separate procedures for major and critical incidents• Mentor and coach manager for Major Incident Handling team members in using solution knowledge to improve time, solution, quality and efficiency• Participate in critical incident and problem review meetings and seek ways to ensure that processes are set up to meet the future support demands• Facilitate team to identify problems and gather requirements for knowledge documentation• Ensuring Incident routing does not meet bottlenecks, and arrange escalations as effectively as possible• Document Major Incidents and ensure that relevant information is collected, recorded, organized, and shared across the Information & Technology Group• Participate and provide information to Root cause analysis team to process Workflow Management Show less

• 

  Dell

  May 2013 - Feb 2014

  Customer Relations Officer

  • Customer relation management for Dell preferred account holders• Handle critical situations in a professional and timely manner to satisfy customers’ needs• Order requests and handling • Customer shipment dispatch status inquiries, escalation and delayed shipment re-routing• Customer payment processing. Automatic payment setup configuration and troubleshooting.• Customer account management, APR and payment details• Email tools to process Account status emails• Conduct meetings and conferences to coordinate process updates Show less

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  Microsoft

  Aug 2014 - now

  ​Engage closely with customers, manage delivery partner relationships to ensure the success of our valued customers and partners. Ensuring timely case resolution by driving engineer readiness based on skills-gap analysis and product needs. Mentor Delivery Partners to be more effective collaborators (cross-team and cross-technologies). Collaborate with customer and stakeholders to gather feedback to drive product improvements and service enhancements. Identify opportunities for customers to derive more value from our products and services and assist in implementing these enhancements Show less

  • Partner Technical Advisor

    Nov 2022 - now

  • Support Engineer

    Aug 2014 - Nov 2022