David L. Email & Phone Number

United States

Frederick Colorado

• Team Lead for 15 field service technicians with varying duties and technical skills consisting of NonStop, ISS, Enterprise, AWS and whitespace in addition to performing my regular CE duties• Manage daily call scheduling and resource availability ensuring our ability to meet contractual agreements with our customers • Ensure technicians have the tools and training necessary to provide world class service to our customers• Manage vacation and training scheduling, Click skill sets, Click scheduling and maintain a positive working relationship with the Onsite Coordination and Field Resource Coordination teams• Act as a resource to help resolve customer satisfaction issues and technical escalations in order to retain a positive relationship with the customer • Act as a liaison between the Denver team and other teams in need of a local resource

• Provide world class onsite service to Hewlett Packard’s Enterprise customers ensuring a customer for life• 100% positive customer surveys throughout my service as an HP Customer Engineer• Considered a top resource for handling difficult customer situations related to technical and customer satisfaction • Onsite service and support of HP NonStop servers, Proliant blade systems, PA-RISC servers, Integrity servers, XP storage, 3-PAR storage, EVA storage, MSA storage, tape backup systems, Prolaint servers and Alpha Servers

• Provide world class technical support on Microsoft Active Directory, Group Policy, Microsoft VM and crash dump analysis with direct escalation path to Microsoft• Transitioned front line support to HP’s Costa Rica call center including onsite training and mentoring over an 10-week period• Responsible for developing and delivering training to the Microsoft team on Itanium based architecture

• Provided world class backline technical support on all Itanium based systems up to Integrity Superdome with direct escalation path to WTEC• Remotely administered Pacific Northwest National Laboratories super computer ranked number 5 in the world• Managed several class issues for North America and Latin America including two separate Itanium processor replacement projects and the Microsoft operating system replacement project• Responsible for attending train the trainer sessions with the product division and training technical support staff • Reviewed all technical escalations for team ensuring that proper troubleshooting and due diligence were completed prior to escalation to WTEC

• Provided world class technical support on Kayak and Visualize products for support one customers • Managed Business Desktop Division lab by directing a team of individuals that maintained and repaired the equipment used for testing• Designed and maintained the website used by the support agents and the product division resulting in superior access to technical information and faster time to resolution for customers

• Provided onsite and in store technical support and service for a wide range of computer based products• Maintain inventory and manage custom orders for store• Consistently top sales person