Pratiksha Durge
Expert-level technical support & troubleshooting for Dell Hardware, Intel Software & M365 Products.
- Reply rate:
- -
- Availability:
- Hourly ($/hour)
- Age:
- 32 years old
- Location:
- Dublin, Dublin, Ireland
- Experience:
- 4 years
Other
About
I have considerable experience in the following areas:
- Troubleshooting and Debugging : Identified and resolved technical issues in processes, applications and systems.
- Hardware Knowledge : Experience in queries related to Computer Hardware, Network Hardware, Peripheral Devices, Workstations, Firmware and BIOS Configuration.
- Software Support : Performed Software Installation, Configuration, and Updates. Worked on Certification & access queries, Operating Systems and Intel Company portal applications.
- Escalation Management- Proficient in Incident Tracking &
- Escalation Protocols by doing Root Cause Analysis for 100% user's satisfaction.
- Team Management- Delivered progress reports, presentations and team status updates to keep the team motivated, communicated further team goals.
- Team Leadership & Support: Guided L1 and L2 support teams, providing step-by-step issue resolution guidance to maintain SLA compliance and improve service efficiency.
- Knowledge Management & Documentation: Created user manuals, knowledge base articles, and technical documentation to streamline troubleshooting and reduce ticket resolution time.
- Training & Mentorship: Conducted technical process training sessions for junior support teams, enhancing their expertise and productivity.
- Effective Communication: Strong verbal and written communication skills to convey clear instructions, expectations, and feedback to team members.
Technical Tools :
- Diagnostic & Troubleshooting Tools: Dell SupportAssist (SupportAssist for Home PCs, SupportAssist for Business PCs), Intel Driver & Support Assistant (Intel® DSA)
- ITSM Tools: ServiceNow, Salesforce, Single Pane of Glass (SPOG), Service Catalog, Asset Management, Access governance system,
- CRM
- Microsoft 365 Products : Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, Teams, SharePoint, Edge.
- Microsoft 365 Mobile App : Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, Teams, SharePoint.
- Operating Systems: Windows 7/10/11
- Devices : Laptop, Personal & Business Computers, Cellular Devices, Workstations, Storage devices, Dell Keyboards,
