About
Performance-driven IT Support Subject Matter Expert (SME) with 4+ years of dedicated enterprise experience supporting global client OEM infrastructures (Lenovo, Dell). Extensive expertise in advanced L1.5–L4 hardware/software diagnostics, OS provisioning/imaging (Windows & Linux), BIOS/UEFI firmware configuration, BSOD root cause debugging, and executive escalation management. Proven leadership in mentoring frontline engineers, optimizing incident turnaround times, and sustaining >96% CSAT and 98%+ SLA compliance. Integrates a strong background in precision quality standards (ISO 9001:2015 & 8D analysis) to deliver rigorous technical problem-solving.
Experience3
Subject Matter Expert (SME) – L1.5 Support
Feb 2022 — PresentConcentrix Services (Client: Lenovo)
Serve as technical SME for Lenovo IdeaPad/ThinkPad, triaging OS faults, driver kernel conflicts, BSOD crashes, and hardware failures. Mentor 15+ Tier-1 engineers and author 20+ SOPs, reducing repeat escalations by 18%. Achieve 96.8% CSAT and 98.5% SLA adherence managing high-priority/VIP queues. Collaborate on hardware warranty and RMA processes.
Technical Support Engineer – L4 / Imaging Engineer
2020 — 2022Dell International Services
Built and deployed custom Windows and Linux OS images for enterprise thin clients, laptops, and desktops. Conducted board-level testing, BIOS flashing, and upgrades reducing device turnaround time by 22%. Managed asset governance for 500+ devices ensuring full compliance and proper decommissioning.
Quality Assurance & Process Specialist
2015 — 2020Plasmotek / Prem Industries / Indo-US MIM
Administered ISO 9001:2015 quality inspection frameworks for precision manufacturing. Led 8D problem solving and root cause analyses, reducing scrap and rework by 15%.
Education2
Diploma in Tool & Die Making / Mechanical Engineering
2013 — 2015Govt. Tool Room & Training Centre (GTTC) | Karnataka State Board
Secondary School Leaving Certificate (S.S.L.C)
2012Shrunga Vidyalaya | Karnataka Secondary Education Board