Khiti Ranjan Jena
Senior Technician, Technical Support @Dell Technologies
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WORK HISTORY
Senior Technician, Technical Support @Dell Technologies
Hyderabad, IN
Provided Tier-1/Tier-2 technical support via chat, phone, and remote access tools, troubleshooting hardware, OS, software, and network connectivity issues across Dell systems.Delivered advanced Microsoft Outlook support, including manual profile configuration, PST recovery, and synchronization troubleshooting, minimizing downtime and improving productivity.Maintained high CSAT and SLA compliance by documenting case notes in Salesforce/CRM with complete traceability and knowledge base accuracy.Utilized Dell Support Assist and diagnostic utilities to perform root-cause analysis, accelerating mean-time-to-resolution (MTTR).Escalated unresolved incidents to CTE/QL/TL with detailed technical findings, ensuring timely progression and closure.Provided feedback to engineering/product teams for process optimization and tool enhancements.Adhered to Dell’s information security, compliance, and resiliency KPIs while handling sensitive customer data.Engaged in continuous upskilling via Dell training, LinkedIn Learning, and Percipio to stay aligned with evolving technologies.Web Production AnalystExecuted data validation and QA checks on client-submitted web content and pricing to ensure error-free deployment.Utilized Jet Console and Content Studio to verify CMS workflows, identify discrepancies in content mapping, formatting, and pricing, and provide sign-off before production release.Partnered with cross-functional teams to enforce business rules, maintain data integrity, and minimize production defects.Awards & RecognitionInspire Award (2x): Recognized for advanced technical expertise and exceptional customer-focused solutions.Bravo Award: Honored for surpassing performance goals and contributing to team success.
EDUCATION
St. Peters Model School
High School Equivalence Certificate Program
Sri Chaitanya Junior College
PCM
St. Mary's Engineering College
Bachelor of Technology - BTech, Ece
ABOUT KHITI RANJAN JENA
One of the most challenging cases I resolved involved repeated BSOD errors during peak business hours. Through a detailed root-cause analysis of driver conflicts, I restored system stability and educated the user on proactive maintenance transforming a frustrated customer into a loyal promoter. At Dell, I also contributed frontline feedback to engineering teams, leading to a workflow enhancement in diagnostic tools that reduced average resolution time by 15% and boosted both customer satisfaction and team efficiency. Additionally, in my role as a Web Production Analyst, I leveraged tools like Jet Console and Content Studio to validate pricing and content accuracy, preventing defects before deployment and saving hours of rework for operations teams.
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