Tarunn Sharma

About Tarunn Sharma

Senior Technical Support & Escalation Specialist with 13+ years of experience in…

Experience

1. Senior Technician Technical Support Specialist

   Dell Technologies

   Jul 2015 — Present · Gurgaon, IN

   As a part of Dell OOW (Out Of Warranty) team from the beginning, Responsible to handle Dell OOW consumer & commercial customers from North America & Canada region- Core responsibility is to achieve assigned revenue quota by selling all the Dell consumer products like Laptop, Desktops, Peripherals, Warranty contracts and other services directly to the customers without performing any troubleshooting and then there is a specific queue who is responsible for resolution- Currently moved into Resolution Queue responsible to provide complete technical resolution for software & hardware issues on chargeable basis and am responsible to manage AHT(Average Handling Time), MPC (Margin Per Call), RAR (Repeat Activity Rate), CX (Customer\'s Experience), FCR (First Call Resolution), COD (Cost of dissatisfaction) and other parameters.• Provides technical assistance in identifying, evaluating, and developing voice, data, or videosystems and procedures• Reviews work-in-progress and suggests corrective action to keep projects on schedule• Ensures that installed systems are working effectively and may provide direction to techniciansand analysts who install and maintain systems• May periodically assist in orienting, training, assigning, and checking the work of lessexperienced team members• Resolves complex issues forwarded by other team members (e.g. executive technicalescalations).• Solves problems for customers with challenging expectations (often escalated or irate).• Maintains/builds relationships with other groups that impact the technical aspect forphone support (e.g. tool content teams, product group).• Participates with leaders to determine focus areas for technical improvements (e.g.establishes targeted mentoring programs, consults on incentives related to technicalperformance).• May coach team members in achievement of metric results.• Excels at recognizing internal and external customer’s needs and expectations.

Education

• Punjab State Board of Technical Education and Industrial Training

  Diploma, Electrical Engineering Technologies/Technicians

  2006 — 2009

• Govt Model School Manimajra

  High School, 12th

  2005 — 2006

• Govt model senior secondary school Sector 22 chandigarh

  High School, 10th

  1994 — 2004

• Lovely Professional University

  Bachelor's degree, Computer Technology/Computer Systems Technology