Sakshi Surwase

Refers to services provided to assist users in resolving technical issues with products or services " ne

DELL. This can include troubleshooting problems, providing guidance on usage, and offering solutions technical challenges.

• Resolved complex technical problems by analyzing customer systems, diagnosing potential issues, and providing step-by-step resolutions.

Documented all customer interactions and resolutions in a thorough and organized manner, maintaining accurate and up-to- date records.

• Collaborated with cross-functional teams to identify and resolve recurring technical issue contributing to the development of long-term solutions.

• Improved client satisfaction by effectively managing and resolving technical support issues.
• Improved team collaboration by providing technical support and guidance to junior technicians.
• Provided technical support for hardware and software issues, reducing downtime for users.
• Increased repeat business with exceptional customer service and expert technical support.

• Working as delivery professional for one of top ISP, British telecom, responsible for end-to-end order management.

• Responsible for managing client and delivery SLA’s such as cycle time, on time delivery, right first time (RFT)

• Expert in handling of transition management, Incident management, Critical task management  Managing customer call, coordinating service provider.

• Managing various projects involved in International Service Delivery, Order Management, Installation and Configuration management etc.

• Working on internet and MPLS service

• Managing critical customers project as a project manager from service delivery perspective

• Interacting with the client discussing the volumes, performance etc. to make sure that area of concern can be worked upon for improved service levels.

• Managing validation and port allocation stage for entire team

• Ensuring knowledge transfer by creating a database and uploading all the relevant data via. training documents, excel reports etc. on Share Point.

• Proactive, strong leadership qualities

• Application Used – rPACS, Classic, Tahiti, MYSD, Fast service, NGAE, OCS, CPE tracking, Equinix, Cos Monitor, Single interface, BT Wholesale portal, Circuit testing portal, Unisys portal, Fixit incident portal, Citrix, ELF,PPR, heatmap,FSL tool etc.