Role: Technical Support EDM Specialist → Business Analyst

Timeline: 2020–2022

Scope: Global hardware support operations across APAC, EMEA, Americas

🎯 Project Overview

Led analytical workstream for Dell's Every Defect Matters (EDM) initiative, a company-wide program focused on eliminating repeat hardware dispatches that escalated warranty costs and degraded customer experience. Worked cross-functionally with global support centers, engineering, and operations to identify failure patterns, optimize troubleshooting workflows, and implement sustainable process improvements.

🔧 Key Contributions

Program Governance & Analytics

• Established KPI tracking framework and executive dashboards (Power BI, SQL) to monitor repeat dispatch rates across 12+ global support centers

• Analyzed 10,000+ monthly support cases using SQL and Python to identify root causes of unresolved hardware failures

• Built automated defect clustering models to surface high-impact failure patterns for engineering escalation

Cross-Functional Stakeholder Management

• Partnered with call center managers, field technicians, and engineering teams to translate data insights into actionable process changes

• Conducted on-site visits to support centers to align quality standards, deliver training, and validate process adherence

• Collaborated with product teams via Jira to integrate diagnostic improvements into Dell Tech Console (DTC)

Process Re-engineering & Change Management

• Redesigned frontline troubleshooting workflows to reduce misdiagnosis and unnecessary part dispatches

• Implemented feedback loops between field support and diagnostic tool teams to close quality gaps

• Drove adoption of standardized diagnostic protocols across global support operations

📈 Business Outcomes & Impact

✅ 67% reduction in repeat dispatches through data-driven root cause analysis and process optimization
✅ Improved first-call resolution by 18% via enhanced diagnostic accuracy
✅ Reduced average support cycle time by streamlining escalation and dispatch workflows
✅ Contributed to operational cost savings during Dell's FY2022 cost-efficiency initiatives
✅ Enhanced customer satisfaction by eliminating repeat service failures

Tools: SQL • Python (Pandas) • Power BI • Excel • Jira • Dell Tech Console
Methodologies: Root Cause Analysis • Process Re-engineering • KPI Tracking • Stakeholder Alignment