Lachlan Stone Email & Phone Number

Canberra, ACT, AU

Canberra, Australian Capital Territory, Australia

Australia

• Frontline Call Center: Handling inbound calls for the ISG Storage team within ProSupport. o Achieved the distinction of being the highest call taker for multiple consecutive quarters.
• Proficiency in Storage Technologies: Experienced with various storage technologies, including Powerstore, Unity, ME5, ME4, Secure Compellent, Nutanix, Tape Libraries, and Windows Storage Server.
• Collaboration and Resolution: Collaborate with internal and external teams to provide end-to-end customer solutions.
• Automation and Scripting: Developed script files for automating troubleshooting tasks. o Successfully worked with level 3 technicians to publish a Nutanix script in Dell’s Global Knowledge base articles.
• Training and Mentorship: I assisted and trained new team members and existing agents. o I trained in one-on-one sessions on internal policies, procedures, and technology-specific topics (Powerstore, Compellent.
• Achievements: o Multiple Inspire Awards o Game Changer Award for assisting customers well above what is required

Frenchs Forest, New South Wales, Australia

• As a Technical Support Specialist at Dell Technologies and a high-complexity technical agent, I collaborated closely with Level 3 Technical Teams, handling high-level escalations. My responsibilities included:
• Assisting with High-Level Escalations: I supported resolving complex technical issues.
• Troubleshooting and Testing: I meticulously diagnosed and tested solutions to address escalations swiftly.Additionally, I was a part of the High Complexity Team for Client Systems, where I:
• Navigated High-Visibility Escalations: I thrived in high-pressure situations, working diligently to resolve critical issues.
• Collaborated Across Teams: I liaised with various departments, including the SAM team, Sales and Marketing, L2/L3 teams, and Relationship Managers
• Boosted Customer Satisfaction: Our team assisted the Client Support Group achieved the highest Customer Satisfaction Score in 26 years for the Client Support Groups.

Sydney, Australia

Logistics and Organisation of all stock in the store Basic IT repair of point of sale devicesSelf learn to repair all non-standard equipment and items Maintain and Repair most internal and external equipment and devicesClean equipment, fittings & restaurant areasWork as a team unit to maintain customer flowAdhere to safety & hygiene standardsPrepare & cook.

Bachelor'S Degree, Information Technology / Network Security, Information Technology And Computer Networking, Credit

Introduction To Networking, Computer Systems Networking And Telecommunications

Higher School Certificate, High School/Secondary Diplomas And Certificates

Activities and Societies: NBCS R2D2 Robotics Team for RoboCup Australia