Michele Duffy Email & Phone Number

Marlboro, Ma

•Provide remote proactive/reactive support services for ExaGrid's customers, partners and field personnel.•Listening to and understanding customer’s needs and assisting to meet those needs within the required time frame.•Strong knowledge of Linux, networking, and backups applications such as Veeam and BackupExec.•Develop and implement customer specific action plans•Assist customers with installations remotely and provide training to customers •Strong case management skills detailing problem description and resolution using SaleForce.com.•Become a customer advocate between company and customer•Develop knowledge based articles

Set vision and strategy and directs the service development process across multiple EMC products and solutions including CLARiiON, Centera, Celerra, EDL and Mainframe. Responsible for the design and development of a competitive portfolio of professional services and solutions in support of EMC’s corporate and divisional business strategies and financial objectives. Drives the organization’s deliverables, quality, consistency and cross-functional alignment. Manages a team of developers to ensure timely service development and delivery.

Helped to integrate the Centera support group into the Solutions Support Center. Manage a group of individual contributors within an area of functional, technical or product expertise. Work with engineering to help drive product quality and functionality. Worked with vendor Wipro to rewrite the SOP on how dial homes are handled within Centera. I’m involved in a Six Sigma project to drive consistence within GTS to help deliver on TCE. Worked as part of a team to present GTS CS at the SCP Certification Audit. Worked on transforming support into triage/core support, which includes writing the SOP and matrix managing the team with another manager.

Manage a group of individual contributors and supervisors within an area of functional, technical or product expertise. Provide technical problem support, management, resolution and communication. Accountable for operational results for the group and department performance standards/metrics, and customer satisfaction. Manage the coordination, implementation, administration and execution of technical support programs, personnel, communications, projects, products, performance metrics/standards, as well as strategic policies and directives for assigned areas.

Provide advanced level technical support to internal, and external EMC customers within the call center on EDM. Worked as part of a team ensuring smooth transitions for customer and field reported software issues. Responsible for sharing all acquired knowledge concerning problem resolution with field, and other departments. Contributed to centralized problem identification and resolution database. Part of the Primus Core team since 1998. Promoted to Supervisor of 1st shift in 1999.

Supported a UNIX base integrated family of software applications and tools for real-time decision support and groupware. Support ranged from helping with basic install to debugging macros. Responsibilities included post sales support for Applix customers and strategic partners. Qualifications include proven customer service skills as well as solid UNIX and Windows skills.

Responsible for supporting AutEx; the global industry standard for communicating pre-trade and order execution services between trading partners. I interacted with customers over the telephone to support technical issues and coordinate with various functions within the company to ensure customer problems are handled appropriately and in a timely manner.

Education record

Education record