• Dell Technologies Top 50 Account - Acts as single point of contact for all support requirements as they pertain to the assigned customers’ environment and provides executive level communications for all real time escalations for a global insurance company worth $100M+ yearly revenue to Dell Technologies• Develops and coordinates proactive maintenance initiatives based on industry best practices and statistical data trends• Ensures effective ownership, communication, coordination, and facilitation of support service activities between support teams, account teams, field service personnel, and customers• Leads a team of Technology Service Manager globally to ensure contractual support service deliverables are understood and managed effectively achieving >95% CSAT year over year• Delivers account and lifecycle management for over 10K+ Enterprise assets globally located in 50+ countries.• Compiles, analyzes and interprets statistical data and trends relating to service level and operational effectiveness• Identifies and leads continuous improvement activities in support of customer or internal business processes

Proactively review assigned customer systems globally to verify for proper use of purchased features, potential issues, efficiencies, and improvements· Complete monthly reporting for each assigned account and review each report with the client· Conduct onsite Health Checks of Customers Storage Center EnvironmentWork with customers to ensure their Compellent Storage Center is operating properly and efficiently, as well as, ensuring the customer has the knowledge needed to use the Storage Center to its full potential.Provide customers best practices for the Storage Center as well as answer questions and provide technical guidance around the Storage Center and their data center environment.Establish regular communications with customers, which include the delivery of regular reports and guidance to use the information for all assigned accounts. Make regular on-site visits. Assist in the resolution of break/fix situations, to include travelling on short notice with overnight stay.

 Manages global training programs for various product lines, including Powervault Tape & Disk, Equallogic, Intelligent Data Management, Backup Software, EMC, and Compellent Oversees a team of six trainers and developers to ensure top-notch instruction  Designs new training materials for technicians, streamlining troubleshooting and reducing call center volume Manages training for 30+ data storage products

Training developer for EMC, VNX product line.

 Served as Platinum TAM for Johns Hopkins, Scripps College, OU, OSU, OUHSC Developed EMC training for TAM and SDM organizations Attended Enterprise Policy Council meetings to ensure clear communication and consistency  Assisted management with resolving escalated issues in a swift and tactful manner Developed sales presentations to reclaim EMC customers Recognized by management and customers for high service levels and consistent accuracy

Trouble shoot and support Tape Libraries, NAS and SAN storage systems in NT/Windows 2000/2003 and Novell, Linux, Unix, HP-UX and Solaris environments. Tape Library software platform include Veritas Backup Exec 8.6, 9.0, 9.1 and Net Backup as well as Arcserve 2000 and 9.0. EMC SAN’s are in fiber channel two gig technology and can be in a direct attached environment or switched fabric environment. Consult with Associate Analysts, Analysts and Technical Team Leads to get help resolving customer issues, whether the issue is hardware related or software related. Document all cases in a central data base tool to aid in determining root cause and trend analysis. Dispatch parts and technicians in four hour response time to resolve customer issue and avoid or keep down time to a minimum. Consult with dispatchers and parts logistics departments to determine parts availability for parts in four hour in the United States and Canada, with occasional sites over seas.