• Assists the Sales Team to develop and implement specific account penetration strategies, produce account specific product and service and sales plans. Leverages knowledge of competitive solutions to effectively address and dispel customer objections to Dell solutions, and train the account team.• Executes technical sales calls and performs product demos/whiteboards presentations.• Configures and documents Dell software, hardware and service solutions to meet customer and sales objectives. Completes required presales documentation quickly and accurately.• Qualifies sales opportunities in the terms of customer technical requirements, competition, decision making process and funding.• Performs a support role in District Sales and Services Leadership Meetings.• Presents and markets the design and value of proposed Dell solution and business case to customers, prospects and Dell management. Possesses detailed product/technology/industry knowledge.

Global Technical Support for EMC RecoverPoint• Regularly provides technical support expertise in a complex information infrastructure environment with the need to integrate EMC products and systems with other EMC and non-EMC computer systems being operated by customers. Participated in the on-call government support rotation.• Applies technical knowledge to analyze and use highly technical troubleshooting tools, content and analytical practices; uses operational and diagnostic procedures to resolve issues in unique and sometimes complex customer environments.• Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.

• Oversees workflow and call queues; assist with open case management, field escalations and SLO attainment • Ensures that issues and recommendations with regard to programs, tools, projects, products, process, metrics, standards and customers are escalated in accordance with technical support policies and procedures. • Handles product Manager on Duty - operations duties including Turnover • Covers all management issues that are directed to the product phone; work with management team on PREM (Solutions Support) operation duties and issues • Liaison with peers across product between SSC, Field, CSTs CSMs • Handles scheduling for product teams • Champions recommendations to management for change/improvements and execute on approved proposal(s)

Systems Access Coordinator - • Granted file access, managed user accounts, configured security settings, remote desktop access, and granted software requests. Commercial Lines Specialist - • Inland Marine & Act Assembly: Responsible for assembling Inland Marine and Act policies through interaction with Policy Builder system. • Responsible for managing Worcester, Howell, and Atlanta Output Risk mailboxes for Certified Policy Requests and pulling policy forms requested by Underwriting. Finalize policy forms into full policies.• Inventory Management: Track inventory for Commercial and Core line policies including Inland Marine, Act, Garage, Auto, MMS, Monoline, and Package.

• Covered assigned territory and traveled to customer locations to service/troubleshoot their IBM/DELL desktops or laptops• Installed hardware/software, and received break/fix calls via ticket database

• Responsible for various aspects of advertising including classifieds, legals, & obituaries• Communicated with numerous customers per week via phone, emails & faxes, resolving their needs• Captured unique experience in the office environment, customer services, proofreading, data entry, sales & marketing• Programs used: Atex, Aspect, Lotus Notes & SAP