IBM Systems Client Care and Advocacy

• Manage a team with a diverse array of talents and skill levels• Accountable for the team and for the impact of the results on functional activities• Resolve and address issues impacting client satisfaction• Implementing and managing changes and interventions to ensure goals are achieved in areas including customer satisfaction, customer SLAs, and team member performance.• Challenge the validity of given procedures and processes to enhance and improve or develop complementary adjustments /solutions.• Controls own work priorities and methods requiring tradeoffs• Applies creativity and judgment to professional technical, or operational problems

▪ Provide national support for enterprise storage products▪ Responsible for the resolution of hardware and software situations, as well as perform services activities including systems assurance, installation planning, account management, systems-level problem determination, discontinuance and relocation of IBM and non-IBM systems and products.

• Support central Texas geography including all IBM Z series, P series, and storage▪ Provided Branch Office Support for enterprise tape and DASD products▪ Manage large accounts including St of TX, URS, Citi, Home Depot, Travis County, and several additional customer accounts▪ Responsibilities included: customer satisfaction, hardware install and maintenance, target revenue, hardware escalations