Escalation Manager working in parallel with technical support staff (both at corporate and in the field) to bring high-impacting business or severe events to resolution promptly and at the highest level expected by our customers.Primary responsibilities include: • Coordinate technical support between the field and service managers for strategic accounts• Interface with senior management, engineering, sales, marketing and field operations to resolve business, support and technical issues • Generate support plans to solve complex service-related issues• Coordinate with all key stakeholders in order to bring critical issues to resolution as quickly as possible • Drive corrective action plan and communication in collaboration with all key stakeholders • Interface with customer, senior management, engineering, sales and field operations • Advocate for customer to express situational awareness and urgency of technical and management issues • Work in collaboration with the Service Account Management and liaising to corporate operations.

Senior Software Quality Engineer & Technical team Lead for the DA Drive group, which focuses on Symmetrix, VMAX and VMAXe testing. I also have three years of Team Lead experience, during which time I oversaw:• The release of various code levels• Cost transformation programs• Platform introductions• Day to day running of the team• Interviewing new staff members • Performance appraisals• R&D Credit Submissions

My main duties as Engineer target Drive Loop Recovery, Drive Replacements, Re-creating Customer Issues, Logical Device Testing and Completing Regression Cycles on Symmetrix, V-MAX and V-MAXe systems. It also includes writing test cases, based on functional specifications, for new feature testing as well as co-ordinating with development and sustaining engineering to ensure in-depth feature testing. Previous duties consisted of the installation and configuration of various operating systems, as well as Zone management.

Employed by Siemens Business Services in the role of 3rd level I.T. Helpdesk Support Specialist. Through the use of CRM tools and technical knowledge I help support Morgan Stanley users with XP Operating System Support through to Software Support and Problem Resolution. I was involved in the Statistical Analysis of daily team performance, Training of new Staff and Interviewing New Staff. Additional tasks focused on zoning of network switches and host configuration