Sumit Kumar

Experience

• 

  Dell Technologies

  Jun 2016 - Sept 2022

  • Currently working with SMaC (social media and community) team as Data Center Engineer for EMEA and NAMER region.• Provide L2 Enterprise Support to customers, distributors, and authorized service providers• Responds to incoming contacts which are SLA bound, related to Dell enterprise hardware, peripherals, applications, networking, and its associate products.• Working the life cycle of a help desk incident, handling break/fix and configuration issues.• Troubleshoot complicated hardware and software issues, related to the server, storage and networking.• Documents problems, diagnostics, interactions, next steps, and solutions implemented in a CRM tool. Provides timely response to customer escalations with appropriate notification to all required EEC staff (RMs, TSMs, Tech Leads, Team Managers).• Performs required case management functions as related to assigned TSAM including the written summaries of outcome((RCA/PIR)).• Participates in and contributes to initiatives that improve overall product/report quality.• Participate in cross-functional tasks such as new product development projects, support readiness teams, KB, and other documentation activities.• Conduct and manage training sessions for new hires, and preparation of final reports based on the evaluation and analysis of each candidate.• Managing ISG and Dell Service provider escalations for SMAC queue of Server. Experience in Service and Quality management tools for analysis of KPIs Oracle Business Intelligence Tool Working knowledge for Power Bi. Show less • Managing and handling Client and Dell Service provider escalations for workstation.• Interlink between Dell and Dell Service Provider by publishing RC cases for workstation on daily basis.• Scrubbing repeat dispatch, finding and opportunity of improvement for technical support and Dell service Provider.• Conduct and manage training sessions for new hires, and preparation of final reports based on the evaluation and analysis of each candidate. • Supported on Dell Precision Laptops, Tower and rack workstations. Show less

  • Technical Support Engineer 2

    Jan 2021 - Sept 2022

  • Technical Support Engineer 1

    Nov 2019 - Jan 2021

  • Client Technical Support Specialist

    Oct 2018 - Nov 2019

  • Client Technical Support Senior Associate

    Aug 2017 - Oct 2018

  • Client Technical Support Associate

    Jun 2016 - Aug 2017
• 

  Schneider Electric

  Sept 2022 - now

  Determining the cause of application errors, API failures and repairing them. Analysis of portal performance data and purpose correction needed to ensure the performance levels working with L3 / product team.performing analysis on application/website functionality of applications.working on front-end and back-end programming languages such as Java Script ,Python and .NETworking on configuration of DynomoDB and S3 (Simple Storage Service) of AWS Ensuring effective functionality of applications Show less

  • Expert, DCR Application Analyst

    Feb 2025 - now

  • Lead Application Analyst

    Sept 2022 - Feb 2025