Grady Smith Email & Phone Number

Eden Prairie, Mn, Us

Wisconsin, United States

As a Technical Account Manager, I ensure positive customer experience by providing oversight and management for customer support planning and technical issues. I act as the customer's single point of contact for all post-sales delivery technical questions/issues.I provide incident ownership and customer account management on a 24x7 basis, including resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based) to strategic (Global Account Management Strategies).My main responsibilities involve:* Coordination of problem-solving efforts between customers and field service personnel, software support, investigation and analysis of product problems related to assigned products.* Make time sensitive, mission critical decisions that impact customer operations.* Present and explain support deliverables to internal and external customers at various levels to include customer executives.* Manage customer expectations with respect to support agreements and project plans.* Act as single point of contact for customer escalations.* Develop and deliver post incident reports on all critical support incidents, develops and maintains customer support plans and relationships, uses complex analytical skills to recognize trends and improve performance in order to assist account teams ability to recognize revenue goals.* Scope of impact includes goals that impact the group or team.* Provide resolution to a diverse range of complex problems.

Oklahoma City, Oklahoma Area

• Mentoring team members, both new and existing. • Coordination of technical resources internally in Copilot Support and Dell ProSupport. When necessary, also with external vendors when required.• Delegation of escalation issues to members of the team including follow up to ensure resolution.• Communication of updates to the Customer, Business Partner and Dell teams involved.• Effective communicate via telephone, email, and in person to both technical and non-technical personnel.• Team project management

Eden Prairie, Minnesota

-Providing customer facing, expert level consultative and escalation support for Dell Compellent Storage Center and Applications -Collaboration with Dell Compellent’s Copilot Solutions Engineers to resolve customer Storage Center issues -Working with other vendor support teams to ensure customer issues are resolved in a timely manner -Advising peer technical and marketing teams on matters that affect overall customer experience; identifying targets for proactive maintenance or other systematic field issues

Eden Prairie, Minnesota

Responsible for providing telephone/email/chat and remote diagnostic technical support of servers, storage, switches, routers, blades and various software applications (Windows, VMWare, Exchange, Oracle, Netware, etc.). Answers questions about installation, operation, configuration, customization, performance, and usage of assigned products. Verifies warranty entitlement and determines appropriate action. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation. Provides basic remote deployment, maintenance and consulting services.

Welded Carbon Steel for Concrete manufacturing

Repaired home computers

Ran and Kolbus 3 knife book trimmer and was the SAP admin of the Bindry

Confidential

Certificate, L2 Leadership Course, Completion

Associate In Applied Science, Information Technology, 3.75

Associate Of Applied Science, Culinary Arts/Chef Training

Certification Of Completion, Imagery Analysis