Michelle Sanchez Email & Phone Number

Oakland, Ca, Us

Bellevue, Wa, Us

San Jose, Ca, Us

TECHNICAL SUPPORT *Manage the analysis and resolution of escalated technical support cases for customers using SanDisk SSD products; collaborate with engineering teams on advanced issues, working to develop and document methods for troubleshooting and restoring product functionality.*Develop and deliver online training courses and global internal memos to educate call center agents in customers service procedures throughout product support processes and conveying details of product releases.*Create correspondence and tracking documentation throughout technical support case resolutions, including bug tracking in Jira, performing solution write-ups, developing white papers, and communicating call center alerts.*Analyze support case data and identify opportunities to reduce call center volume by communicating new methods of handling support issues via knowledgebase articles for call center teams and feedback items for engineering teams.*Conduct product testing to align features and functionality with desired technical requirements and enhancements based on user feedback.PRODUCT OWNERSHIP*Collaborate with marketing, engineering, and manufacturing teams to communicate written status updates to multiple stakeholders, advising on multiple existing product lines as well as new product releases.*Develop, update, and maintain the master product release tracking document in Confluence to manage new product releases and ensure the on-time delivery of product launch readiness requirements and deliverables.*Add and update product/SKU information to the technical support CRM, develop notifications to the RMA department detailing orders of replacement stock for customer-returned units.*Conduct post-release product monitoring on Amazon, Best Buy, as well as other channel partner rating systems and social media platforms.*Monitor incoming support cases to ensure no systemic product issues while also communicating product statuses to cross-functional stakeholders.

Bee Cave, Texas, Us

*Delivered customer-facing training on immigration case management software, ensuring users were able to effectively leverage software throughout their business operations, including developing agendas and curriculum for multiple product versions. *Established training solutions and training frameworks, creating policies and procedures that defined previously undetermined training deliverables.*Automated training session scheduling with an online booking solution that expanded training session delivery from four sessions a week to 20 sessions per week, which significantly increased customer satisfaction and improved product value.*Collaborated with the engineering team to enhance recordkeeping efficiencies, workflows, and reporting by customizing Salesforce.com platforms.

Round Rock, Texas, Us

*Wrote and published training guides as part of Dell’s acquisition of KACE Networks / Quest; also represented Dell and KACE solutions at Dell World events and delivered bootcamp-style product training events at annual Dell World Trade Shows in Austin, TX.*Delivered custom individual and group training on the Dell / KACE K1000 and K2000 platforms, assisting Dell customers to understand and optimally deploy systems management solutions and imaging servers. *Achieved multiple monthly professional recognitions as the highest rated trainer, resulting from efforts to reduce technical support call volumes 23% by closing training gaps and analyzing training effectiveness.*Provided Tier 3 Technical Support for global support escalations.

Palo Alto, Ca, Us

Drove quality, usability and supportability into VMware’s virtualization products improving products and services.Performed trend analysis, encompassing VMware Server, Capacity Planner, Virtual Center/vSphere.Participated in and delivered beta test program results to management and top level support for VMware products including ESX resulting in product improvements. Contributed to full lifecycle release management process, ensuring high quality customer support.Reviewed and investigated root cause for complex technical issues and discussed findings with engineering and core staff resulting in product improvements.Developed and executed in-house training for 400+ technical support engineers world-wide.