Ritesh Kumar

Experience

• 

  Dell Technologies

  Feb 2006 - now

  • Monitoring and managing Large team of Dell server , storage who are overseeing product support ,upgrades , replacement and VIP support functions to ensure optimal service • Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery • Developing a deep understanding of projects to gain insights into the scope of service delivery • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand • Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization • Coordinated hiring, recruitment, and training strategies to build successful administrative team • Deliver highest standards of Customer Satisfactions & Warranty Cost numbers Deliver Service Level & Productivity as committed for each queue • Drive projects to help $ Savings for Dell ISG Build capabilities to ensure IDP goals are met for all direct reports • Manage Capacity planning & Head count Hire to build \ maintain high performance team of technology • Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades • Providing accurate and regular reports to the management on performance of the service delivery • Leading personnel management, including staff recruitment, performance assessment, training, and mentoring • Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments Show less Monitoring &managing large team of Dell Server, Storage who are involved inproduct support, upgrades, replacement if needed and VIP support functionsto ensure optimal service.•Maintaining high performance levels for service-related processes, andimplementing improvement activities wherever necessary•Taking accountability for service delivery performance, meeting customerexpectations, and driving future demand•Coordinated hiring, recruitment, and training strategies to build successfuladministrative team.•Deliver highest standards of Customer Satisfactions & Warranty Cost numbersDeliver Service Level & Productivity as committed for each queue.•Manage Capacity planning & Head count Hire to build \ maintain highperformance team of technology Show less • Drive Warranty Cost improvements across sites & share relevant updates to stake holders in a timely manner• Own the responsibility of driving RDR, PPD, FTC, CNL, CODR, MDR etc., at departmental level.• Advises/educates Enterprise Engineers within procedural guidelines to ensure a complete solution to their technical or service questions. • Monitors and Tracks issues periodically to ensure accurate resolution focused towards reducing cost.• Responsible to deep dive & identify Root cause of Repeat Visits• Recreates, identifies and provides input on unique or recurring customer problems. • Focuses on delivering a positive customer experience according to Dell standards. • Share best practice & substantially contribute to Dell Knowledge base by consistently publishing Enterprise Articles• Reviews and distributes pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors, etc.) • Own & drive CLCA activities focused to reduce cost in the WCM space• Engages design engineering team as needed. Show less •Currently working as Acting Project Lead for the delivery of Proactive Maintenance services for Enterprise customers on Dell products with sole responsibility for EMEA and Emerging Countries.•Liaise with external customers, sales departments, on site engineers (Dell and Dell Service Providers), technical accounts managers, and technical support agents.•Plan and organize the interventions as per customers’ request in and out of hours and organize the attendance of Dell technicians and Dell Service Providers.•Managed day to day operations to ensure agreed SLA/KPI are attained as per the contract/SOW.• Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user’s contacts and proactive notification systems.• Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).• Resolve incoming internal or external businesses and end user’s problems via telephone and e-support.• Articulate both in writing and verbally case summary, resolution and add to Knowledge Management System (KMS).• Proactively assist customers to avoid or reduce problem occurrence.• Engages team members for support as required to ensure internal or external business and end user Service Level Agreements (SLA) demands are met• Begin to partner with and assist the Sales Pursuit team.• Creative and imaginative in developing customer solutions alone or as part of a team.PRODUCT SPECIALISATION• Dell MD Series Storage,Dell Power Edge Servers ,Dell Power Edge Blades , Tape Drives & Tape Auto loaders Show less • Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.• Providing effective resolution to customer queries and improving relationships with the customer by anticipating customer future requirements, thereby ensuring a positive customer experience.• Answers questions about installation, operation, configuration, customization, performance, and usage of assigned products.• Verifies warranty entitlement and determines appropriate action.• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.• Documents problems in the support solution database for diagnostics and solution implementation.• Determines, monitors, and reviews client requirements and identifying risks and delivering the services as per SLA.• Identifies and assembles the appropriate blend of resources to meet project needs and requirements.• Devising strategies for Disaster Recovery Management, including planning and designing servers for backup and recovery of server / database information. • Assisting in design & implementation of Servers problems and conflicts. • Suggesting improvements in the operations and processes to make the system foolproof.• Imparting training to end-users in the post-implementation phase.• Extending high-end technical solutions on various Servers and ensuring high Client satisfaction levels through prompt address of their problems.• Maintaining high level of customer satisfaction for technical solutions provided. Show less • Responsible for providing telephone/email/chat and remote diagnostic technical support of Dell Desktop , Laptop series and various software applications.• Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat and phone.• Handles customer issues from beginning to resolution (handle in place).• Assists customers by diagnosing problems and providing resolutions for technical and service issues.• Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.• Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.• Identifies and provides input on unique or recurring customer problems. • Remains knowledgeable of Dell's product line, current industry products and technologies.• Focuses on delivering a positive customer experience according to Dell standards.• Monitors and tracks issues to ensure accurate resolution.• May be involved in revenue generation activities with current Dell customers.• Reviews and distribute pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors, etc.).• Escalates more complex customer technical issues to senior level support.PRODUCT SPECIALISATION• Dell Desktops ( Dimension , Vostro , OptiPlex ) & Dell Laptops ( Latitude , Studio XPS ) Show less

  • Manager II - Enterprise Infra Solutions

    Jan 2020 - now

  • Enterprise Technical Manager 1

    Jan 2017 - Dec 2019

  • Enterprise Senior Analyst - Project Lead ( Americas Dispatch Operations )

    Nov 2014 - Dec 2016

  • Enterprise Technical Analyst

    Apr 2011 - Oct 2014

  • Advanced Resolution Expert - ( Technical Lead )

    Feb 2009 - Mar 2011

  • Sr Technical Support Expert

    Feb 2006 - Mar 2009