Arya Madhavan Ravi
Kellyville,NSW
Summary
Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
6
6
years of professional experience
Work History
Technical Support Engineer
Dell Technologies
07.2018 - Current
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Streamlined support processes for increased efficiency and reduced response times.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Delivered high-quality training sessions to new hires, fostering a strong understanding of company products and services.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Proactively identified opportunities for process improvements, enhancing overall support quality and client satisfaction.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Partnered with engineering teams to communicate customer feedback on product features and usability, driving continuous improvement initiatives.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Performed root cause analysis of reported issues to enact corrections.
- Supported global customers across diverse industries while adapting quickly to evolving technologies.
- Earned recognition from management for consistently delivering exceptional service quality.
- Built long-lasting relationships with key accounts through consistent delivery of outstanding technical support and service.
Education
Master Of Business Administration - Information Technology
06.2015
Bachelor Of Computer Application - Information Technology
06.2009
Skills
- Network Operational Enhancements
- System Configuration Changing
- Interpersonal Communication
- Technical Troubleshooting
- System Troubleshooting
- Teamwork and Collaboration
- Technical Documentation
- Performance Optimization
- Critical Thinking
- Problem-Solving
Timeline
Technical Support Engineer - Dell Technologies
07.2018 - Current
Sikkim Manipal University - Master Of Business Administration, Information Technology
Institute of Human Resources Developement(IHRD) - Bachelor Of Computer Application, Information Technology
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