Cesar Garza Email and Phone Number

Managed escalated customer issues and critical issues that impacted our services by facilitating remediation efforts with cross functional teams, management and account management to drive a timely resolution and advocate customer concerns and feedback to drive improvement of service availability. This led to an increase in customer satisfaction, improvement in service availability and customer retention.• Assigned to our Services partner IBM to build a solid relationship, address any issues that were impacting their customers, drive process improvement and provide weekly reviews on progress. This led to a decrease in escalations originating from the partner and increased their confidence in our ability to respond to their concerns.• Assigned to lead our process improvement project to create, update and deliver processes that would build team work across cross functional teams and that would lead to efficiencies and consistency in our team operations. This prepared our team for a restructuring to a new organization and allowed us to exhibit our expertise. • Initiated and led several programs some of the most effective were our Critical Situation program, our Hotlist program and customer notifications for any planned or unplanned outages. These programs assisted in driving issue resolution, gaining proper level of visibility, address customer concerns and drive overall business improvement. As a result we were able to reduce the number of Critical issues, Hotlist items, drive improvement in service availability and improve our communications with customers.

Successfully led a team of 18 Escalation Managers who were assigned to address escalated customer issues in a timely fashion.• Provided training and mentorship to develop team members to become more effective in their interactions with customers. This led to them team expanding and taking more responsibilities, which also helped establish our team as the one stop shop for escalations.• Conducted presentations to, Management, Sales and Technical support promote our team’s brand. • Collaborated with fellow team leads to develop relationships negotiate the resolution of complex issues that impact the organization and Developed and enforced processes that impact the team, customers and global teams.• Participated in new hire interview process to assess and hire talent that would strengthen our team.• Pivotal in expanding the Americas Commercial Escalation Team into an effective and well respected Team within Dell.• Recognized with a Silver Star Award for my contribution in converting the organization to a roaming area, which will result in saving the organization thousands of dollars quarterly.• Acquired BPI Yellow Belt certification for enhancing the TAM Handoff process, which resulted in significant time savings for both the Field Deployment team and TAM organization

Responsible for providing technical resolutions to Dell Bronze, Silver and Gold Customers experiencing problems with Dell Power Connect products•Provide advanced knowledge and troubleshooting skills in Power connect network switches to Dell Customers • Required to assess customers Networking needs and assist in the configuration and optimization of their switches to meet their requirements. • Assist in configuring RIP, OSPF, STP, VLAN’s, and Link Aggregation and ensure interoperability with other manufacturers equipment,

Directly responsible for the support and administration of the Dell Enterprise Network assuring maximum uptime for up to 2000 servers. •Proactively monitors the production server environment for problems, and coordinates changes to production servers maintaining awareness at all times. •Provides timely resolution of issues regarding operating systems, software, hardware, installations, and error messages to minimize downtime. •Evaluates the root cause, recommends possible solutions to the assigned engineer and implement corrective actions, monitor and document changes assuring effective resolution. Provided timely and accurate resolution of trouble tickets and work orders for internal Dell Employees. These trouble tickets and work orders covered a large spectrum of problems, ranging from routine to complex. •Required to install, troubleshoot and maintain software and hardware on desktops, servers, and laptops. Recognized by business partners for being proficient in all computer related topics.•Directly responsible for troubleshooting, configuring and maintaining the data shares and the file and print queues in assigned building providing maximum availability. •Served as first line of support for servers. Developed, configured and maintained server lab for use by team of 25, consisting of 3 Dell 4200 servers in a networked environment, used for studying for MCSE certifications. •Contributed creative ideas,strived to enhance the team's overall effectiveness, and supported decisions made by the team and management for the overall good of the organization

Successfully lead a squad of 5 soldiers in the Persian Gulf War and received several commendations for leadership and dedication. •Assigned to a Mortar Platoon and advanced to the rank of Sergeant in 3 years. •Directly responsible for the safety, training, mentoring, counseling and discipline of the soldiers under my command.