Walter Cabrera Email & Phone Number

Morrisville, North Carolina, United States

North Carolina, United States

• IBM, an American multinational technology corporation, offers a broad range of hardware, software, and consulting services in areas like cloud computing, artificial intelligence (AI), and IT infrastructure.🔹 Challenge
• Take over America’s escalations, service desk global education, and communication teams amidst looming resource action.🔹 Actions
• Revamped the education website.
• Streamlined service desk processes with AI implementation.
• Fostered business partnerships.
• Managed over 12,000 case escalations in 14 months.🔹 Results

North Carolina, United States

• Cohesity is a technology company specializing in data management solutions, offering services that streamline data protection, consolidation, and management across cloud and on-premise environments.🔹 Challenge:
• Turn around the high attrition rate and evolve an inadequate customer support structure.🔹 Actions
• Overhauled customer support structure.
• Implemented a new management model.🔹 Results
• Cut attrition rate from 21% to 9% and increased employee engagement score by 28 points.
• Elevated customer Net Promoter Score (NPS) from 75 to 89.

• EMC, now part of Dell Technologies, specializes in data storage, cloud computing, and data security solutions, serving diverse customers, from individual consumers to large enterprises.🔹 Challenge
• Manage technical support operations and enhance customer service for the Data Domain product.🔹 Actions
• Implemented a new hire onboarding program.
• Enhanced customer support strategies.🔹 Results
• Elevated new hire performance by 15% and team productivity by 40%.
• Lowered attrition rate from 12% to 8%.

• 🔹 Challenge
• Open and transition a new 450,000-square-foot cloud data center in RTP, NC, with a 120,000 square feet section moving from Massachusetts.
• Ensuring the data center could host EMC and third-party equipment without disrupting ongoing testing or development cycles.
• Implementing efficient operational processes and technology solutions in a large-scale, eco-friendly data center.🔹 Actions
• Developed and implemented a new interviewing process and a 24x7x365 scheduling program.
• Planned lab space, power, and HVAC requirements for efficient operation.

RTP NC

• 🔹 Challenge
• Stepped into a managerial role to oversee the daily operations and technological upgrades of 5 R&D data laboratories, managing assets worth approximately $6M.🔹 Actions
• Deployed and managed network attached storage (NAS) and storage area networks (SAN); led the transition to 10Gig Network infrastructure in all labs.
• Developed and implemented policies for data access, storage, security access control, and disaster recovery.
• Spearheaded the creation of new Microsoft domains using MS Active Directory and managed internal engineering problem responses.🔹 Results
• Reduced turnover from 12% to 9%.

• 🔹 Challenge
• Lead IT teams to enhance worldwide product support across multiple tiers and act as a key technical liaison between vendors and decision-makers.🔹 Actions
• Recruited and led IT teams, focusing on enhancing their capabilities in providing multi-tier product support.
• Managed information technology specialists to ensure effective Tier I, II, and III level support worldwide.
• Acted as the key liaison between vendors and decision-makers, delivering comprehensive technical analyses and product testing results.🔹 Results
• Successfully elevated the team's capability to provide efficient and comprehensive worldwide support across multiple tiers.

• 🔹 Challenge
• Design and implement a robust communications network for over 200 US Army members in the Republic of Haiti.🔹 Actions
• Provided extensive support for communications, network, computer hardware, and software for armed forces members.
• Designed and implemented a comprehensive communications network to support US Army operations in Haiti.🔹 Results
• Ensured reliable and efficient communication and network support for army personnel, enhancing operational effectiveness.
• Established a functional communications network for army members in Haiti, contributing significantly to overseas operational success.