Gabriel You

Experience

• 

  ARC Computer Solutions

  Jan 2009 - May 2011

  Part-time Sales and computer technician

  Part-time Sales and computer technician

• 

  Party Pops

  Sept 2012 - Mar 2014

  Part-time Shop Manager

  Part-time Shop Manager

• 

  Mwave Australia

  May 2014 - Jul 2018

  2IC Workshop Manager/ Senior Computer Technician

  2IC Workshop Manager/ Senior Computer Technician Full-time Event and project planner/System Builder/ Gaming System QA / Computer Tech Support- Manage workshop and workshop staff for maximum productivity and profitability- Overseeing overclocking, stability testing and proper dispatch procedure – Quality Assurance for maximum customer satisfaction- Collaborating with Workshop staff for internal projects, procedure improvement/implementation- Research and development pre-config workstation category.- Research and development all the ready to ship gaming/workstation PC- Making desktop/workstation quotation for corporate clients - Level 2/Level 3 technical phone email support/remote desktop for corporate clients- SES (POS) inventory management – order processing and quotations- Trained employee as to company practice- Troubleshooting and repairing hardware/software level faults – following supplier/manufacturer warranty procedures- Custom PC build (Home, Office, Gaming, Workstation) – mass builds for corporate clients- Participate from planning till ROI for market leading international conventions such as PAX, supernova and IEM Show less

• 

  Dell EMC

  Jul 2018 - now

  • Lead in CSG as a quality representative identify and implement action resolve Customer Experience issues, reduce dispatch rates and better customer experience.• Work with cross-functional team to support the CLCA (Close Loop Corrective Action) process relative to portable / desktop / server workstations computers.• Drive quality improvements by eliminating sources of defects in the design, supplier, new product introduction, and manufacturing processes.• Utilize product and process lessons learned to drive preventative actions and improvement plans.• Provide fleet wise technical remote support for business and home users via phone and email channel whilst maintaining KPI targets and metrics used to standardize workflow. • Working with ATS team with captures and performing hands-on repairs and fault finding to ensure resolution for on-going technical issues• Working with Resolution Management team with delivering solutions to customers and or perform action plans to resolve on-going issues• Working with Customer Satisfaction Manager with following up on dissatisfied customers with ongoing issues to gather feedback and resolve any technical issues• Point of contact for Manager to handle complex cases in a timely and efficient manner• Help and assist Case Managing for team to ensure all cases are being pro-actively actioned to ensure customer satisfaction within an efficient and timely manner Show less Provide technical remote support for business and home users via phone and email channel whilst maintaining KPI targets and metrics used to standardize workflow.Dispatch necessary parts and technician after accurate diagnosis of technical issues via phone and email channels Extra Responsibilities: Provide technical remote support for all DELL call queues such as Workstation, Onsite technician calls, Latitude, XPS, Alienware Gaming, Consumer Assist Level 2 team with captures and performing hands-on repairs and fault finding to ensure resolution for on-going technical issuesAssist Resolution Management team with delivering solutions to customers and or perform action plans to resolve on-going issues Assist Customer Satisfaction Manager with following up on dissatisfied customers with on-going issues to gather feedback and resolve any technical issuesPoint of contact for Manager to handle complex cases in a timely and efficient manner Assist Case Managing for team to ensure all cases are being pro-actively actioned to ensure customer satisfaction within an efficient and timely manner Assist with email tickets from Computers for Teachers QLD account and provide onsite service using strong attention to detail to dispatch via email communication Show less

  • Senior Analyst, Customer/Technical Training, Customer Engagement Manager

    Nov 2021 - now

  • Senior Technical Support Engineer 2 , DELL EMC

    Jul 2020 - Oct 2021

  • Senior Specialist, Client Technical Support

    Jul 2018 - Jul 2020