Garey Hensley Email & Phone Number

Greater Boston

• Silk, changing the way we cloud. Silk’s Cloud Data Platform optimizes everything about life in the cloud, allowing organizations to get ten times the performance out of their existing cloud data while spending 30%.
• Member of Silk's Customer Success Leadership Team responsible for Silk product technology support and service delivery management for strategic enterprise customer accounts.
• Provide consulting, project management and end-to-end lifecycle management for datacenter technology solutions relating to the Silk Data Platform.
• Identify and align business and IT objectives, discover customer pain points, assess current and future IT needs and provide strategic direction concerning operational best practices.
• Establish trusted advisor relationships with strategic customers and function as the single point of contact for all technology infrastructure, professional services, account management and technical support.
• Lead ITIL-based service delivery processes including statistical data analysis, reporting, operational efficiencies, continuous service improvement and management of SLA’s.

Nashua, NH

• Responsibilities included:
• Managing three sites of Infrastructure Architects and Operations Specialists who redesign and/or deploy data-center infrastructure solutions (Storage arrays, Virtualization, Network Switches) with the goal of.
• Create and design service offering scope and descriptions for Dell’s Global Proactive Services business. Working across functional organizations I was responsible for defining the scope of work that will be inserted.
• Create process, scale and tools for Solutions Architects, globally, to produce customer-facing remediation plans. The team of Project Managers, Operations Advisors and Software programmers required to operationalize.
• Manage dotted-line personnel across regions and organizations with the goal of creating, operationalizing and executing Global Service offerings, including creation of KPI's.
• Source and hire talent across the Americas Business Unit to perform architectural design, program management and software development.

Austin, Texas Area

• I successfully managed technical crisis situations for Enterprise-level customers.
• Was responsible for logistical and customer support by communicating, setting proper expectations and driving resolution to our Large Enterprise clients.
• Acted as a liaison with Account Teams to ensure that all of the customer's needs were met while we continued restoration of the customers IT operations.
• Supported customers in their goal to converge the data-centers and scale costs.
• Worked with Account Teams to provide and scope sustainable service deliverables during the RFP phase of the purchasing cycle.

Austin, Texas Area

I managed a group of L2 technicians that supported Dell premium clients. I was responsible for all aspects of the call center including: service levels, outages, metrics, scheduling and resolving escalated issues with our clients.I defined and managed key KPI's for the business that help ensure customer satisfaction and appropriate business scale.

Panama City, Florida Area

Miami/Fort Lauderdale Area

Daytona Beach, Florida Area

Philosophy And Religious Studies

Philosophy And Religious Studies