Mohd Gufranullah

MOHD GUFRANULLAH Customer Support Executive K 50/2A Ambiyamandi, Hartirath, Varanasi, 221001 -- PROFESSIONAL SUMMARY SKILLS Customer-focused and performance-driven Customer Support Executive with 6 years of progressive experience at Capgemini, providing Tier-1 and Tier-2 technical and customer support for Dell EMC clients. Adept at managing high-volume queries, SLA compliance, escalations, incident management, and cross-functional coordination. Recognized for outstanding performance with multiple awards and promotions. Currently seeking new opportunities after a successful tenure ending in November 2024. Customer Relationship Management PROFESSIONAL EXPERIENCE Ticketing, SLA & Knowledge Base Management ITSM Tools: ServiceNow, Remedy Technical Support (Dell EMC hardware/software) Client Escalation Handling Customer Support Executive Sep 2018 - Nov 2024 Capgemini Technology Services Pvt. Ltd., Noida, Uttar Pradesh Project: Dell EMC – Enterprise Technical & Customer Support - Handled a daily volume of 80–100 customer queries via email, chat, and phone related to Dell EMC hardware and software issues. - Delivered Tier-1 and Tier-2 technical support, including troubleshooting storage devices, RAID issues, data recovery, and system diagnostics. - Monitored ticket queues and ensured SLA adherence across all incident and service requests. - Collaborated with L3 engineers and global Dell teams for complex escalations and case resolutions. - Provided remote assistance and technical walk-throughs to enterprise clients globally. - Documented technical procedures and contributed to the internal knowledge base. - Led customer satisfaction initiatives that improved CSAT by 25% over 2 years. - Acted as POC (Point of Contact) for the EMEA region from-. Career Progression & Promotions - Promoted to Senior Customer Support Executive (Jan 2022) Recognition for top performance, quality audits, and resolution time. - Awarded “Best Performer of the Quarter” – Q2 2021, Q4 2023 - Received “Customer Delight Champion” Award – 2020, 2022 - Selected as Team Lead Support Backup (2023) – Mentored new joiners and handled shift planning. EDUCATION B.Tech (Electronics & Communication) Uttar Pradesh Technical University, Varanasi Jul 2014 - Apr 2018 - CERTIFICATIONS ITIL Foundation Certified – 2021 Dell EMC Certified Technical Support Associate – 2020 Capgemini Customer Excellence Certification – 2022 Created with useresume.ai