Technical Support Customer Service

SANDEEP SINGH

** ******* *****, ********, **, L*X 4V7

905-***-**** ******.*****@*****.***

Accomplished Technical Support Specialist with over 11 years of Information Technology support expertise in Servers, Storage, Networking and Cloud Computing Fundamentals. Hold a good sense of business-client relations and corporate communications. Proven record of attaining all operational metrics for client services.

SKILLS

• Server & Networking troubleshooting proficiency • Demonstration and Presentation Skills

• Strong Analytical & problem solving skills • Infrastructure Monitoring

• Team Work & Attention to Detail • Interpersonal Skills

• Time Management • Training and mentoring

• Strong communication (Oral & Written) • AWS Cloud, SAN, Virtualization

• Self-Management & Leadership Qualities • Work under pressure with minimum supervision

ACCOMPLISHMENTS

Rewarded and Recognized for exceeding targets in Customer Experience

Rewarded several times for “Bias for Action” as per HPE standards

Achieved Top Rating in the Last two year appraisals

Promoted twice in the span of 3 years based on performance, initiatives and leadership skills

Earned Team lead title for exceptional technical knowledge and operational metrics

Awarded for leading the project “SOL-ID” which improved call routing process by 3%

Awarded for the extra initiatives taken to meet SLA targets at floor level

EXPERIENCE

Seasonal Warehouse Associate, Jul 2018 – Till date

AMAZON FULFULLMENT CENTER, BRAMPTON

Receive and track shipments and carefully handle fragile merchandise

Record and manage all impaired or damaged merchandise items

Operate adequate merchandise management tools (for example, forklift)

Enter data in inventory and logistics software programs

Technical Account Manager, Jun 2017 – Dec 2018

HEWLETT PACKARD ENTERPRISE, INDIA

Conferred with customers and engineers to assess equipment needs and determine system requirements

Implemented internal process improvements to align technical support to reduce unwanted delays and react to the incidents in quickest possible time

Scheduled and Presented service activity reviews, technical reviews meetings to increase understanding and kept customer updated with latest developments

Generated and delivered Software & Firmware Gap analysis and presented Service Levels reports

Monitored the Installed base of the customer through remote monitoring tools and liaise with remote system administrators to update software and firmware of devices as per change request

Drafted and communicated Post Incident Review with Account Managers and clients

Led key projects which resulted in SLA improvement and customer experience

Facilitated Technical Consultants in operational improvements and resolution of escalated problems resulting in the delivery of top-notch customer service

Drafted and communicated agendas and notes for upcoming client meetings within tight deadlines

Used effective communication skills to demonstrate notification systems so that customers understood how to use each feature

Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings

SANDEEP SINGH

20 Pertosa Drive, Brampton, ON, L6X 4V7

905-***-**** ******.*****@*****.***

Technical Support Consultant, May 2013 – Jun 2017

HEWLETT PACKARD ENTERPRISE, INDIA

Installed and configured Server hardware, operating system and applications

Worked on Enterprise Windows, Linux and VMware ESXI (Type1 & Type 2) hypervisors enterprise systems

Monitored and maintained Networks via HPE Intelligent Management Centre

Reviewed current hardware and software and recommended modifications or upgrade to ensure the hardware was up to date

Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources

Installed software updates and vulnerability patches on HPE Proliant (ML/DL), Blade, Apollo servers to prevent possible threats from penetrating networks

Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions

Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions

Documented information from customer calls into the company's system using Sales Force

Documented repair processes in internal tool “Quantum” and helped streamline procedures for future technical support actions

Supported HIPPA Clients and ensure the service is provided as per the required standards

Consistently responded to Clients service emails within standard window for optimal response

Supported Americas and EMEA based clients having data connectivity issues, assisted with troubleshooting steps and rebooting of hardware

Responded to 25-30 individual tickets every day to provide end-user support on Industry Standard Servers (DL/ML/ BL/Apollo)

Client Technical Associate, Nov 2007 – Apr 2013

DELL INTERNATIONAL SERVICES, INDIA

Provided hardware and software assistance to US customers and clients

Troubleshot Dell laptops, desktops, printers and wireless network issues

Delivered an exceptional level of service to each customer by listening to concerns and answering questions

Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction

Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival

Managed Database of International customers and their accounts and transfer the database from one country to another if they moved internationally

EDUCATION AND TRAINING

Bachelor of Arts – 2012, Punjab University, India

Diploma in Mechanical Engineering Technology, Automotive Manufacturing - 2007, Georgian College, Canada

Attended several workshops focussing on Customer Handling and Skills

HPE Storage, DNS and DHCP

AWS Solution Architect Fundamentals

CERTIFICATIONS

Cisco Certified Network Associate (CCNA)

Information Technology Infrastructure Limited (ITIL V3)

Computing Technology Industry Association (CompTIA A+)

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