As a Commercial SE, I serve as the ultimate authority for technical validation of opportunities in the assigned territory. I work closely with the Commercial Account Managers and our channel partners to craft and validate solutions aimed at solving our customers' most challenging issue.

• IT Admin for 400+ Local, Remote, and Executive employee. • Support Key Project Development local and other VMware Sites.• Tier 3 hardware/software support for Tier 1 & 2 help desk and Executives, resolving Secure network ID printing, mobile device issues as reported by the end-users.• Audio Video and Telecom solutions support for Skype, Zoom, and Conference room meetings• Provide on-going operational support, operating systems releases, upgrades, service pack installations, bug fixes, security updates, and any system change activities.• Provide Server support for communications, security, Skype, and VOIP groups.• Performance monitoring, troubleshooting, and tuning for all end-user systems. PC and Mac experience required• Provide technical resolutions (in person, by telephone, remotely or via e-mail) in a timely and accurate fashion, and prov... See more

• Tier 3 hardware/software support for Tier 1 & 2 help desk and Executives, resolving Secure network ID printing, mobile device issues as reported by the end-users.• Audio Video and Telecom solutions support for Skype, Zoom, and Conference room meetings• Provide on-going operational support, operating systems releases, upgrades, service pack installations, bug fixes, security updates, and any system change activities.• Provide Server support for communications, security, Skype, and VOIP groups.• Performance monitoring, troubleshooting, and tuning for all end-user systems. PC and Mac experience required• Provide technical resolutions (in person, by telephone, remotely or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required.• Assist colleagues with identifying and specifying hardware and software needs to address business requirements, aligning with IT standards where possible.• Create and update documentation (Intranet FAQs, User guides, Standard Operating Procedures, Knowledge-base) for IT-supported services and applications.• Identify current operational process inefficiencies and provide recommendations for improvement.

Managed Repair, Testing, Accessories, and Exceptions Departments. Led, hired, trained, and developed a diverse Second Chance staff.Managed a portable device Repair Team of 20 staff, weekly increasing to 7k w/ 87% repair yields while effectively delegating tasks to Team Lead.Implemented 5S Principles in overseeing the work environment for the Repair, Exceptions, and Testing Departments while maintaining a 20-25 score. Implemented a warehouse management system (Greystone iCombine System) while developing a testing process for both the Testing and Repair Departments.Managed the wireless device Testing Team of 43 persons while successfully streamlining the testing process of 43 staff producing 4800, decreased to 18 staff producing 3k units daily. Managing Tools used: Greystone Shop Floor (Inventory Management), Smartturn (Inventory Management), PolicyTech (Document Creation).Re-created Repair Level 1, Repair Level 2, Repair Testing, and Repair Exceptions Team to consistently adhering to new processes.Strong relationship development with outsourced service providers.

Supervise Computer Service Technicians responsible for maintaining, troubleshooting, replacing and repairing computer parts and components in a computer repair center. Plan and assign work, test and examine work to ensure satisfactory work output and quality.Train and instruct computer service technicians on upgrade computers, troubleshooting methods, improve work performance, quality, and methods that update technical knowledge.Provide technical supervision and serve as a second level technical resource person in the diagnosis and correction of computer and peripheral hardware problems, including failure analysis in a complex computer environment, which may include local area networks.Perform administrative work relative to the operation of the computer repair center in such activities as computer maintenance and service records, inventory control, purchasing and ordering parts and supplies for projects.

● Developed and implemented a work flow process for Austin Mac Repair creating new positions for Technical Intake Specialist, Parts personal, Shipping, and phone /chat support● Manager and develop the technical work flow.● Strategically planned and manage 100 plus Independent School District repair process or laptops, iPhones, and iPads.● Implemented POS Solution and managed the transition from Filemaker Pro to LightSpeed Pro. Increasing sales, invoicing, decreasing income loss by 40%, product inventory, and product gross tracking ● Developed Training curriculum documentation● Managed and conducted training class for clients (Independent School district, GOV, etc.)● Managed and coordinated Shipping process● Managed parts and pricing structure● Managed diverse relationships ● Managed cross-functional relationships while providing Technical Support to customer via Chat, Phone, and retail walk in clients● Created hiring structure while establishing relationships with Texas Workforce Commission, Contract Services, Everest College, and Contract services. ● Hiring structure decrease employee turnover rate to 70%● Employee development● Salary negotiations● Created, developed, and conducted 30-90 day employee evaluation process● Relationship development with outsourced service providers.● Performed sensitive data recovery for prestige clients● Project development and support● Escalation support for retail, federal, state, government, and independent school districts● Quality control of all Independent School District products yielding a less than 3% failure return rate.

• Implemented and trained the reporting process to second level support and team lead. • Superior interpersonal skills established cross-functional relationships while providing sales support Globally to Federal, Education, Business to Business, and Small Business sales segments and to Online Business Managers, IT Dept., SMB Online Marketing team, Program Managers for Global Premier, Commercial eSupport POC, UAT (User Acceptance Testing), as well as Brand Managers.• Advanced Customer experience while establishing leadership opportunities and maintaining the functionality support of Premier.Dell.com remotely and on campus. • Increased response time by 80% while administer for Talisma Chat NetAgent and Kana Email for Premier Help Desk.• Tool management included: DOMs, Online Sales/Site Tool, DMA (Transaction Configuration Maintenance), DOMINO, Report Viewer, Order Broker, Harmony Composer (US/Canada), Talisma Chat, Kana Email, TEM (Tax Exemption Management).

• Analyzed, designed, developed process improvements as Project Manager of the Kana email system.o Managed the implementation of Kana email tool and business processes across 3 functional groups. o Communicated weekly status update to Executive Stakeholders and business users. o BPI certification achieved OPEX savings of $200K reducing email response time with 50% improvement. • Pioneered and spearheaded the Telework Program process for Presales organization, aka “Work from home program”, reducing OPEX 30% and energy consumption. Increasing real-estate and boosting moral by 50%.• Dependability, reliable, and customer-oriented, permitted working remotely as unfailing value and leadership, maintaining team’s top producer thru high volume of phone, chats, and emails from sales reps. • Determined achiever to self-teach HTML coding for the development of tools.• Recognized Administrator of Talisma Chat NetAgent and Kana Email tools for Dell Sell Enterprise, Presales, and S&P 3rd Party support teams. • Established leadership opportunities as a Subject Matter Expertise (SME) to Client Presales, Dell Sell Enterprise, and S&P 3rd Party support teams for printers, televisions, displays, and projectors. • Analyzed and established an escalation process with members of the S&P Marketing team (CoC) that allows the team to get faster response from the CoC on all escalation requests.

• Supported Wireless and callback escalations for Technical Account Managers, Quality Control for eCare training documents, and assist with improvement.• Recognized as certified trainer for eSupport while developing training documentation.• Analyzed, designed and recommended process improvements for email and chat support schedules and process. • Motivated GTS eSupport live chat team members for Dell Enterprise Servers and Dell Client Workstations, support up to 3 customers simultaneously.• Selected by Management to team lead for Gold Tech Support Council after negotiating the needs of the technicians to senior management.

• Supervised, motivated, and trained 5 technicians while diagnosing the failures on Laser, Inkjet and Dot Matrix printers. • Performed diagnostics, troubleshooting, installations, upgrades, and repaired Dell, Compaq, Toshiba, IBM, IBM clone computers and Printers (Laser, Dot Matrix and Inkjets).

• Supervised 8 technicians for Office Automation Group (OA-Group) at the Southland Corporation. • Developed and administered remote access accounts through CompuServe Host (CHAPS) and Microsoft Exchange accounts. • Administrated Remote Access for the Southland Corporation (7 Eleven Inc.). • Designed image configuration for Hewlett Packard, Dell, and Compaq laptops as well as IBM clone computers. On call for priority one clients, mediator for OA team, meeting and training scheduling.

• Coordinated contract work for Systems Integration Solution, Inc. and TekSystems Contract Services • Generated and managed client data backup, organizing the relocations for client computer setups, client software, CPU, and configuration. Reducing previous implementation process by 5days.• Designated Lead over 4 technicians for the NT 4.0 implementation of clients systems from Windows 3.11, Windows 95, and NT 3.51 (desktops as well as laptops). • Maintained NT 4.0 network support for Dallas Mockingbird (East and West Towers) Dallas Empire I and Empire II offices, for Texas facility locations SMS control and phone support. • Mastered TCP IP addresses configuration, HUB cable routing, registry editing.