• Act as central point of escalation for front line issues for customer and support teams• Support internal teams to analyses customer technical problems with respect to customers business needs eg. operational, financial, SLA/SLO objectives are acknowledged and prioritized • Coordinate efforts from all relevant parties (internal/external) to ensure customer needs are met• Manage internal and external executive communications along with continued progress updates as and where necessary• Interfaces with customer on behalf of senior management via customer meetings and written communication.

• Dedicated Sr. Account Service engineer for some of the largest Dell EMC customers within Southern Africa• Deliver on time results from break fix/ preventative maintenance/ customer escalations/ account admin/ tech refresh projects• Working with support and account team to deliver positive customer experience and communicate with cross-functional teams through daily/weekly ops reviews as needed• Proactively improving and growing Dell EMC business by informing customer it latest offerings that would benefit customer businesses • Maintained regular upskilling on latest codes/hardware products to best serve customer needs • Building strong relationships with customer ensuring their confidence in the company and their products• Strong technical aptitude for trouble shooting performance/hardware, working customer teams to resolve issues

• Sr. Systems Test Technician working on the EMC high end storage products • Hi Pot, Power Up, Test and Debug problems encountered within the Symmetrix and ClarIIon/VNX & Celerra ranges.