• 24x7 primary point of contact for the customer.• Management & escalation interface to customers for Services.• Assist with customer onboarding & resource coordination.• Automatically engaged in all “Critical” calls.• Act as management focal point for all delivery-related issues.• Coordinate and manage the Action Plan for support activities to resolve critical events.• Responsible for service event management, process flows, and administration.• Ensure delivery compliance to the customer’s SOW and addresses scope inquiries.• Coordinate closely with the Field Delivery and Engineering organizations. • Conduct Delivery Reviews as well as other reporting requirements as defined in the SOW.• Responsible for tracking action items.

• 24x7 primary point of contact for the customer.• Management & escalation interface to customers for Services.• Assist with customer onboarding & resource coordination.• Automatically engaged in all “Critical” calls.• Act as management focal point for all delivery-related issues.• Coordinate and manage the Action Plan for support activities to resolve critical events.• Responsible for service event management, process flows, and administration.• Ensure delivery compliance to the customer’s SOW and addresses scope inquiries.• Coordinate closely with the Field Delivery and Engineering organizations. • Conduct Delivery Reviews as well as other reporting requirements as defined in the SOW.• Responsible for tracking action items.

• Responsible for implementing, maintaining, renewing and closing all global accounts serviced by Hewlett Packard Enterprise that fall outside of the standard delivery model. Typically, will work with specified teams to ensure accounts are set up and operational. • As an account specialist, I act as the liaison between the general customer service environment, the Project Manager (Program Manager Office or Account team), the Custom Reporting Team, and the Pricing and Modeling team to ensure that the program is running at peak efficiency, functioning properly and that the agreed upon Service Level Agreements (SLA's) are being met. • Manager’s backup for all public sector, custom account, and team functions & issues. • As an account specialist team lead, I help ensure that each assigned account specialist has the necessary resources to support their accounts and ensure that all accounts are in good standing.• Work as an escalation contact and facilitate escalations for customers and account teams• Functions and responsibilities have grown accordingly with the level of experience and volume of custom accounts. This includes writing and implementing processes. • Created SharePoints that are utilized for providing collaborative support to the customer. • Conducted training sessions to implement processes.

• Create cases, coordinate and direct resolution efforts, and manage customer satisfaction for Solution Domain customers. • Ensure contractual commitments and service level agreements are met; ensure HPE meets customer commitments. • Track status of critical cases and remain active for the duration of the incident. • Drive the case through action planning, collaboration, and engineering partnering; in addition, coordinate escalation/elevation decisions and monitor through the process. • Facilitate collaboration with third parties; coordinate resources and documentation of findings.• Evaluate and communicate business impact and drive resolution. • Document and share knowledge with other managers and engineers in the Solution Domain community. • Promote and implement HP support initiatives for Solution Domain Tower.