Exploring My Portfolio and Passion
Technical Solution Rep IV
HP / Aug, 2022 - Aug 2025
Senior Client Technical Support
Dell Technologies / Feb, 2018 - Mar, 2020
I lead Tier-2 technical support operations for enterprise clients across EMEA, including the Nordics, Benelux, UK, and Africa—driving service excellence aligned with strict SLA and quality benchmarks. I oversee end-to-end case management through Microsoft Dynamics 365 (CDAX), ensuring seamless diagnostics, dispatch coordination, and resolution delivery. By integrating hardware, firmware, and network expertise across HP’s commercial systems, I enhance operational efficiency and customer satisfaction. I actively mentor teams, foster collaboration between engineering, field, and logistics units, and champion continuous improvement initiatives that strengthen KPI performance and scalability across regions.
I served as a Senior Client Technical Support and Customer Success Account Manager for Dell’s EMEA customers, overseeing end-to-end support across product lines including Inspiron, Latitude, Precision, and XPS. I managed complex technical cases spanning hardware and software diagnostics, warranty services, and product upgrades—consistently achieving a 95% customer satisfaction rate. In addition to resolving critical client issues, I played a key role in mentoring and coaching new team members, fostering a culture of service excellence, knowledge sharing, and operational consistency across the support organization.
Senior Technical Support Engineer
NVIDIA / Jul, 2020 - Dec, 2021
Fraud Analyst
HSBC / Sep, 2016 - Feb, 2017
I supported Nvidia’s GPU ecosystem across GeForce, RTX, Quadro, and Jetson platforms, delivering high-quality technical assistance to end users worldwide. I managed complex customer interactions across phone, email, and chat channels, ensuring exceptional service standards and satisfaction. Leveraging deep technical knowledge, I troubleshot hardware and software issues involving GPU performance, installation, and drivers while guiding users to maximize product capability. Beyond frontline support, I contributed to customer success by monitoring health metrics, usage trends, and renewals through CRM tools—proactively identifying risks and opportunities to strengthen engagement and retention.
I worked as a Security and Fraud Risk Officer at HSBC, safeguarding customer assets by identifying and mitigating fraudulent activities across credit and debit card transactions. Leveraging advanced fraud detection systems and data analysis, I monitored transaction patterns, verified high-risk activities with customers, and prevented potential financial losses. I collaborated closely with internal compliance teams and external authorities to ensure swift case resolution while maintaining adherence to HSBC’s global security standards. Through proactive communication and customer care, I strengthened trust, minimized risk exposure, and upheld the bank’s reputation for integrity and protection.