Ramandeep Singh

Experience

• 

  ASAP Infosystems Pvt.Ltd

  Mar 2016 - Oct 2017

  Technical Support Engineer

  -Research and identify solutions to software and hardware issues-Diagnose and troubleshoot technical issues, including account setup and network configuration-Ask customers targeted questions to quickly understand the root of the problem-Track computer system issues through to resolution, within agreed time limits-Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue--Provide prompt and accurate resolution to customers--Refer to internal database or external resources to provide accurate tech solutions Ensure all issues are -properly logged-Prioritize and manage several open issues at one time-Follow up with clients to ensure their IT systems are fully functional after troubleshooting-Prepare accurate and timely reports-Document technical knowledge in the form of notes and manuals Show less

• 

  HP

  Nov 2017 - Aug 2021

  -Responsible for assisting customers with any inquiries while ensuring the highest standards of customer service are met by L1 engineers-To provide Best in class service and resolution to our customer to retain the customer-Ensures that customers who interact with the company's products or services have a positive experience.-Helping them find solutions, learning what they are looking for in a service, or resolve a complaint.-demonstrate Customer First culture in every interaction-Responsible for driving sNPS for the team-Helping customer for setup, configuration and troubleshooting of PCs and Basics of Networking if required -Observe, track and report trends on product capabilities by capturing frequent issues, customer feedback, product outages etc.-Maintain jovial relationships with clients Show less −Provide best in class service experience to customers who contact care center- Responsible open case management of team, help maintaining the case hygiene in terms of Technical & QA prospective.-Intermediate between L1 and L2 team in order to maintain smooth functioning - Resolve customer queries at first instance by providing them appropriate resolution positively and professionally related to Hardware and software for Laptops and desktops via telephone− Handle customer escalations with proper resolutions and professionally-Follow up with clients to ensure their IT systems are fully functional after troubleshooting− Providing excellent customer service support to customers during every single interaction − Assisting end users to avoid or reduce problem occurrences and adding case resolution to Knowledge Management System Show less

  • Senior Technical support Engineer (Customer experience)

    Nov 2018 - Aug 2021

  • Technical Support Engineer

    Nov 2017 - Oct 2018
• 

  Dell Technologies

  Sept 2021 - now

  Storage Engineer

  -Responsible for providing technical support for Dell storage products (VMAX/PowerMax) through Phone, Chat, and Email.-Assist Customers in determining problems and provide resolution on technical issues related to Vmax /PowerMax storage management software (Unisphere for PowerMax/CloudIQ/Solutions enabler)-Responsible for Customer satisfaction through effective handling of Customer problems.-Responsible for assisting the customers on various products within the software domain around the globe-Dial into the storage box remotely and perform the needed actions on the array which is at the Data Center location.-Recording all customer transaction on the customer relationship management tool lightning for future reference.-Creating knowledge base articles time to time on new issues.-Engaging other technical teams internally to get resolutions for the customers maintaining end to end ownership on the Service requests. Show less