Saurabh Baddap
Sr. SME Operations at Concentrix | Ex - MarkSpace Media | Ex - WNS
- Role
- Sr Sme Operations at Concentrix
- Location
- Pune, MH, IN
- LinkedIn followers
- 500 followers
About Saurabh Baddap
Customer Service Expert | Empowering users through expert software and hardware troubleshooting | Remote Troubleshooting Mastery | Research Specialist | Sales Force | Software Installation | Provides high end support in technical issue |
Experience
Sr Sme Operations
Oct 2020 — Present · Pune, IN
Senior Technical Support ExpertDivision Support - North America RegionClient: Dell TechnologiesPrimary Contact and Support: Served as the initial point of contact for Dell Technologies, delivering exceptional service and ensuring customer satisfaction through proficient hardware and software troubleshooting.Advanced Technical Resolution: Utilized remote control tools to diagnose and resolve complex network and software issues, providing hardware recommendations for systems unable to support required software.Leadership and Mentorship: Acted as a senior technical expert, leading the resolution of intricate technical problems, mentoring junior support staff, and driving continuous improvements in support processes.Level 2 Support Management: Oversaw nesting batches and ensured seamless operations. Managed team escalation communications through chats, calls, and emails, resolving issues promptly and effectively.Quality Assurance: Conducted audits of live chats and remote sessions to uphold quality standards, providing constructive feedback to maintain high service levels.Key Responsibilities:Installation and Configuration:Installed and configured network operating systems on servers and network devices.Ensured up-to-date firmware across network devices to enhance performance and security.Managed driver installations and updates for network hardware functionality.Network Management Tools:Installed and configured network management tools to monitor network performance, bandwidth usage, and device status.
Education
Bharati Vidyapeeth
Bachelor of Business Administration Bba
2023 — 2026
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