Vivek Kumar

Results-driven Technical Support Engineer with 7+ years of experience across customer support, IT service desk, and technical troubleshooting via voice, chat, and email. Proven track record at Dell Technologies with consistent 100% CSAT scores, promoted from I3 to I4, and contribution to record Q3 revenue growth (+11%). Adept at incident management, Windows OS troubleshooting, hardware diagnostics, escalation handling, and CRM tools. Immediately available and open to remote/global opportunities.

Senior Technical Support Associate / Technical Support Engineer at Dell Technologies (2021-11 – 2026-01)

• Delivered end-to-end technical support for Dell laptop customers via voice, chat, and email, maintaining SLA adherence and high first-contact resolution rates.
• Diagnosed and resolved complex Windows OS issues including boot failures, driver conflicts, OS updates, and performance degradation; handled hardware faults (battery, display, keyboard).
• Owned the full incident lifecycle: case creation, documentation, prioritization, troubleshooting, follow-ups, and closure using Salesforce CRM and internal tools.
• Managed escalations effectively, coordinating with internal and field teams to ensure timely resolution and strong customer satisfaction.
• Operated dispatch and service workflows via Dispatch Simulation and GAMA; guided customers through parts replacement and service coordination.
• Supported B2B and B2C clients with order handling, quotation sharing, and service updates with clear, professional communication.
• Leveraged AI-enabled Salesforce (SFDC) workflows to improve case resolution efficiency and team productivity.

Technical Support Associate at Veridic Technologies Pvt. Ltd. (2017-01 – 2019-04)

• Provided technical support to customers via voice, chat, and email for technology products and services.
• Handled troubleshooting, incident logging, and escalation for customer-reported issues, maintaining high satisfaction scores.
• Collaborated with cross-functional teams to resolve complex issues and ensure timely ticket closure.

Technical Support Associate at Tech Mahindra Pvt. Ltd.

• Delivered customer-facing technical support for inbound queries via voice and digital channels.
• Maintained quality standards and KPI compliance within a large enterprise BPO environment.

B.Tech in Computer Science Engineering – Maharishi Markandeshwar University (2015)