Sithaartha Baarathy

- Diagnosis & repair, via telephone of computer systems & software systems within standard time frames.
- Escalation of issues to the Product Support team and / of Technical Support Manager in order to resolve the issue to the customer's complete satisfaction.
- Identify trends and product issues, carry out failure analysis, recreate the issues in the lab, escalate to IPS / PG and work with them through to resolution.
- Engage on critical situation (Sev 1a) escalations, collaborating with all relevant parties both internal and external to Dell, providing round the clock support, action plans, both remote and onsite intervention through to resolution.
- Provide out of hours support to the 24x7 teams on customer issues in area of expertise, when needed.
- Clearly and concisely log all actions maintaining and updating the case management tool to ensure customer information is current and accurate.
- Providing RCA’s and PIR’s for incidents as requested by the customer via TAM services.
- Maintaining accurate call logging and tracking into helpdesk database.
- Have strong understanding and technical ability for server/storage/network environment and applications support.
- Range of product support on server, storage & network.
- Provide product training to junior agent.
- Handling daily Escalation via telephone or email on customer issue.
- Time arrangement to scheduling specialist to for courtesy call back and follow up.
- Dealing with inter department such Customer care/Sales & Spare Sales department for daily process to ensure smooth process.
- Provide additional value to customers (internal and external) through non-traditional methods of support (i.e. Sharepoint documentation, walkthrough videos, forum participation, etc).
- Partner with TAMs, SDMs, Architects, etc. to address current/ future issues as needed or when issue is identified
- Work with internal and external stakeholders to identify, contain, and resolve issues related to product, support, etc
- Support various Enterprise products- server, storage and networking.
- Pod leader - additional task on over see 6 agents for daily routine cases,
-handling case escalation and case management.
-driving agent KPI

Diagnosis & troubleshoot via telephone, computer systems, servers & software systems within
standard time frames
Escalation of issues to the Product Support team and/or Technical Support Manager in order to resolve
the issue to the customer's complete satisfaction
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.
Maintain accurate call logging and tracking into Helpdesk database.
Identifies, researches and provides input on unique or recurring customer problems.
Remains knowledgeable of Dell’s product line, current industry products and technologies.
Focuses on delivering a positive customer experience according to Dell standards.

• Promoted teamwork and collaboration within the Quality team, leading to increased productivity and overall job satisfaction.
• Led a team of quality inspectors to ensure consistent adherence to industry standards and company policies.
• Improved product quality by implementing strict quality control measures and conducting regular inspections.
• Collaborated with cross-functional teams to address root causes of quality issues, resulting in improved processes and products.
• Handle customer and client escalation calls
• Check on agent open cases day to day
• Gain special approval for customer/client from Dell Client
• Advised L1 agent for troubleshooting process and work flow
• Attend weekly business review/case review with Dell Client, Vamshikrishna

Evaluates system potential by testing compatibility of new programs with existing programs.
Evaluates expansions or enhancements by studying work load and capacity of computer system.
Achieves computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.
Confirms program objectives and specifications by testing new programs; comparing programs with established standards; making modifications.
Improves existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications.
Evaluates vendor-supplied software by studying user objectives; testing software compatibility with existing hardware and programs.
Places software into production by loading software into computer; entering necessary commands.
Places hardware into production by establishing connections; entering necessary commands.
Maximizes use of hardware and software by training users; interpreting instructions; answering questions.
Maintains system capability by testing computer components.
Prepares reference for users by writing operating instructions.
Maintains historical records by documenting hardware and software changes and revisions.
Maintains client confidence and protects operations by keeping information confidential.
Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
Contributes to team effort by accomplishing related results as needed.

Set up hardware and install and configure software and drivers
Maintain and repair technological equipment (e.g. routers) or peripheral devices
Install well-functioning LAN/WAN and other networks and manage components (servers, IPs etc.)
Manage security options and software in computers and networks to maintain privacy and protection from attacks
Perform regular upgrades to ensure systems remain updated
Troubleshoot system failures or bugs and provide solutions to restore functionality
Arrange maintenance sessions to discover and mend inefficiencies
Keep records of repairs and fixes for future reference
Offer timely technical support and teach users how to utilize computers correctly