Michael Madsen Email & Phone Number

Eden Prairie, Minnesota, United States

Technical Team Lead overseeing late life engineering for SC product line

Eden Prairie Mn

Supporting Dell SC Series and Powerstore productlines

Eden Prairie Mn

Worked critical and political cases to ensure a quick and accurate resolution to complex technical issues• Created both internal and external documentation to educate appropriate audiences on specific issues and remediation techniques• Traveled to various customer locations to provide on-site support during critical cases.• Lead team in cases taken/resolved and TTR (Time to Resolution) on a consistent basis

Edina

• Worked critical and political cases to ensure a quick and accurate resolution to complex technical issues.• Interacted with both technical and non-technical personnel to communicate effectively via telephone, email, and in person for post-sales support and often assisted pre-sales activities as needed. • Traveled to various regions to deliver front line Compellent Copilot Support training for EMEA so they can affectively work through customer problems within their region.• Assisted team members in solving both technical and non-technical issues involving the Storage Center, Switches or Servers. • Provided mentoring for Copilot Engineers to ensure quality resolutions and service were being delivered to the customer.• Project Manager for a partnership with the University of Wisconsin-Stout that provides a semester project for students to have a hands on experience with Dell Compellent technologies.• Part of an internal team that developed a weekly knowledge based game that encourages growth through participation

Eden Prairie, Mn

- Responsible for assisting customers with problem determination and problem resolution related to SAN storage including Compellent Storage Center as well as NAS solutions. - Enterprise level support involving servers, storage, networking and overall configuration (Microsoft, Linux, VMWare, etc). - Strong troubleshooting skills and attention to detail. Creative in delivering problem solutions in preventing or resolving system configuration challenges due to interconnectivity of other vendor’s products (switches, servers, etc.) and perform these duties with the entire deployment solution in mind. - Working with network switch technologies (Ethernet, iSCSI, Fibre Channel) deployment, configuration, monitoring, and support - Responsible for proactive customer service duties that assist Business Partners and End Users in maximizing the Storage Center capabilities - Interact with both technical and non-technical personnel via telephone, email, and in person. Focus on post sales support but may assist with pre sales activities as needed. - Strong communication skills with the ability to handle stressful situations and demanding customers - Assist team members with both technical and non-technical issues involving the Storage Center. Provide mentoring for Copilot Engineers who are learning the Storage Center and customer communication skills. - Training, documentation and mentoring experience. Goal oriented and motivated to succeed in a dynamic environment

Provide advanced and basic troubleshooting (networking & workstations) for end users. Provided customer care includes: hardware and software installation, Windows OS (7,Vista, XP) and Mac OS X installation. Also provided remote assistance services to long distance customers. Highly recommended by the local community.

* Archived Journals and Magazines* Assisted Students

Provided training to new employees as well as delegated daily tasks and scheduling. Managed 50-100 students weekly. Installed a weekly managerial meeting to address concerns to facilitate continuous improvement.