MARTIN VARGHESE

Experience

• 

  HP

  Jul 2005 - Jun 2006

  Tech Support Specialist

  Provided end-to-end customer support for HP customers of north American and attained the target KPIs. Assisted Line Manager for conducting Technical Solutions Planning and test runs across multiple sites.

• 

  Dell Technologies

  Jun 2006 - Feb 2024

  Acted as the key liaison for new hire onboarding, product training, technical support and partner management. Trained and counselled more than 500 new hires from across the globe for Dell internal and global partners.Trained New hires onsite – UK {Scotland} & Malaysia.Spearheaded multiple queue launches in EMEA and APJ for incoming Dell employees through training programs. Maintained 9% Warranty Cost Matrix target by screening and approving service dispatches for Dell customers. Conducted training to floor teams of new joinees on Dispatch Policies and Procedures along with relevant KPIs. Extended comprehensive hardware and software support to Dell end-customers on various client product lines. Played the role of a Quality Coach and supported the team to attain a Customer Experience score of over 90%.

  • SENIOR TECHNICAL TRAINING ANALYST

    Nov 2013 - Feb 2024

  • Tech Support Supervisor L2

    Jul 2009 - Oct 2013

  • Senior Technical Support Associate

    Jun 2006 - Aug 2009