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Himani Kalra

Technical Support Specialist at Dell Technologies

Gurugram

6+ years of work experience

Dell Technologies
Jan 20215 yrs 6 mosPresent

Gurugram, Haryana, India

Provided technical support for US and Canada customers under Premium and Pro warranty services, resolving complex hardware, software, and third-party application issues. Diagnosed and troubleshot high-end systems including Alienware devices, ensuring accurate problem identification and timely issue resolution. Managed end-to-end incident resolution, maintaining SLA compliance, accurate case documentation, and high customer satisfaction (CSAT) scores. Assisted with escalated technical cases as an Advanced Resolution Expert (ARE) and mentored new team members on troubleshooting workflows and internal support tools. Delivered multichannel support via inbound calls, live chat, and global social media platforms, addressing technical issues, account inquiries, and service requests.
Dell International Services, Dell
Jan 20215 yrs 3 mosMar 2026

Provided technical support for US and Canada customers under Premium and Pro warranty services, resolving complex hardware, software, and third-party application issues. Diagnosed and troubleshot high-end systems including Alienware devices, ensuring accurate problem identification and timely issue resolution. Managed end-to-end incident resolution, maintaining SLA compliance, accurate case documentation, and high customer satisfaction (CSAT) scores. Assisted with escalated technical cases as an Advanced Resolution Expert (ARE) and mentored new team members on troubleshooting workflows and internal support tools. Delivered multichannel support via inbound calls, live chat, and global social media platforms, addressing technical issues, account inquiries, and service requests.
Concentrix
Dec 20195 mosApr 2020

Handled inbound technical support calls from North American customers, providing first-level troubleshooting and technical assistance for network and internet-related issues. Supported customers under the Virgin Media process, diagnosing connectivity problems, guiding users through basic troubleshooting steps, and ensuring timely resolution of service-related queries while maintaining a high standard of customer service.
Interglobal technology
Sep 20189 mosMay 2019

Managed customer communication through calls, emails, and chat to resolve travel-related queries and booking concerns. Handled escalations by providing timely solutions and workarounds within defined TAT, ensuring smooth case closure through consistent follow-ups. Coordinated flight and hotel bookings for managerial travel and used the Amadeus reservation system to create, modify, and reschedule travel itineraries. Also managed high call volumes and ensured customers were directed to the appropriate departments when required.

Education

Himalayan University

Bachelor of Arts

Himalayan University

St Crispin's School, Wokingham

High School Diploma, Class- 12TH

St Crispin's School, Wokingham

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Headline

Technical Support Specialist at Dell Technologies

About

I have over 5 years of experience in technical support and customer service, including working as a Senior Technician/Resolution Expert at Dell and Technical Support Specialist at Concentrix. I’m CompTIA A+ certified with strong skills in hardware/software diagnostics, network troubleshooting, and SLA-based support. I also have experience with ticketing systems and the Amadeus reservation system.

Location

Gurugram

Work experience

Technical Support Specialist at Dell Technologies, Jan 2021 - Present · 5 yrs 6 mos, Gurugram, Haryana, India, Provided technical support for US and Canada customers under Premium and Pro warranty services, resolving complex hardware, software, and third-party application issues. Diagnosed and troubleshot high-end systems including Alienware devices, ensuring accurate problem identification and timely issue resolution. Managed end-to-end incident resolution, maintaining SLA compliance, accurate case documentation, and high customer satisfaction (CSAT) scores. Assisted with escalated technical cases as an Advanced Resolution Expert (ARE) and mentored new team members on troubleshooting workflows and internal support tools. Delivered multichannel support via inbound calls, live chat, and global social media platforms, addressing technical issues, account inquiries, and service requests.

Customer Service Technician at Dell International Services, Dell, Jan 2021 - Mar 2026 · 5 yrs 3 mos, Provided technical support for US and Canada customers under Premium and Pro warranty services, resolving complex hardware, software, and third-party application issues. Diagnosed and troubleshot high-end systems including Alienware devices, ensuring accurate problem identification and timely issue resolution. Managed end-to-end incident resolution, maintaining SLA compliance, accurate case documentation, and high customer satisfaction (CSAT) scores. Assisted with escalated technical cases as an Advanced Resolution Expert (ARE) and mentored new team members on troubleshooting workflows and internal support tools. Delivered multichannel support via inbound calls, live chat, and global social media platforms, addressing technical issues, account inquiries, and service requests.

Technical Support Specialist at Concentrix, Dec 2019 - Apr 2020 · 5 mos, Handled inbound technical support calls from North American customers, providing first-level troubleshooting and technical assistance for network and internet-related issues. Supported customers under the Virgin Media process, diagnosing connectivity problems, guiding users through basic troubleshooting steps, and ensuring timely resolution of service-related queries while maintaining a high standard of customer service.

Process Associate at Interglobal technology, Sep 2018 - May 2019 · 9 mos, Managed customer communication through calls, emails, and chat to resolve travel-related queries and booking concerns. Handled escalations by providing timely solutions and workarounds within defined TAT, ensuring smooth case closure through consistent follow-ups. Coordinated flight and hotel bookings for managerial travel and used the Amadeus reservation system to create, modify, and reschedule travel itineraries. Also managed high call volumes and ensured customers were directed to the appropriate departments when required.

Education

Bachelor of Arts, Himalayan University

High School Diploma, Class- 12TH, St Crispin's School, Wokingham

Himani Kalra - Technical Support Specialist in Gurugram | Tal