Raúl Darío Serracín

Experience

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  Dell

  Oct 2009 - Sept 2013

  Responsible for providing telephone/email/chat, online, social media and remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.) and software custom or off the shelf software – industry or proprietary. Answers questions about installation, operation, configuration, customization, and usage of assigned products. Responsible for following defined policies & procedures (e.g verifies warranty entitlement, etc). 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. Show less Responsible for providing technical resolutions to Dell Customers experiencing problems with Dell Desktop, Precision Workstations and Portable systems purchased with a ProSupport contract. Provides an advanced level of diagnosing, troubleshooting and resolution for complex system related issues, using Dell policies and procedures to determine a course of action. Works with the customer via phone to provide resolution for problems that are moderately complex in nature, where considerable judgment and initiative is required in making recommendations. Show less Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat, online, social media and phone.Assists customers by diagnosing problems and providing resolutions for technical service or care 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, researches and provides input on unique or recurring customer problems. Show less

  • Client Technical Support Specialist L3.

    Sept 2012 - Sept 2013

  • Client Technical Support Sr. Associate

    Sept 2011 - Sept 2012

  • Client Technical Support Sr. Associate, Basic support.

    Oct 2009 - Sept 2011
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  Dell

  Apr 2015 - Mar 2016

  Entreprise Tech Support Senior Analyst

  Responsible of Solve Technical question related to PowerVault, Power Connect, Equallogic and Compellent.Advance Troubleshooting of Business IT solutions (Dell's Networking, Server administration, Storage Policies, Equallogic ).Responsible for end to end solutions for enterprise Technical difficulties.

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  Dell Technologies

  Jul 2016 - now

  Respnsible for: • Oversee and allocate team resources to maximize the usage of persons and skills to support customer commitments• Direct and oversee customer escalations and engage external escalation teams and partners as necessary• Supervise the activities of individual contributors performing similar tasks within a shift, group or department within Global Technical Support• Ensure that issues and recommendations regarding programs, tools, projects, products, process, metrics, standards and customers are escalated in accordance with technical support policies and procedures Show less Responsible for complex service request (SR) resolution ensuring issues are handled in an efficient, effective & professional manner to minimize customer impact and maximize customer satisfaction under often difficult circumstances. Bring technical issues to a successful conclusion as quickly as possible. Ensure effective coordination, technical oversight and associated incident/escalation management on a 24/7 basis to support the customers and facilitate effective communication between all internal key stakeholders at all times during an incident while concurrently maintaining transparency with the affected customer.Also driver of SR age reduction through coaching; mentoring and identifying opportunities within the team(s) they have responsibility Show less

  • Technical Support Manager

    Aug 2021 - now

  • Enterprise Technical Support Advisor - Resolution

    Jul 2016 - Jul 2021