Having started as a Critical Response Engineer, going onsite at short notice to major international Customers I held a few different roles within the Support Team. Technical Support Engineer, Designated Support Engineer and Subject Matter Expert. Given the opportunity to step more into the business side of things I took on a role with the Services Excellence Team where I was responsible for pulling together and presenting a "run the business" weekly report for senior management. This lasted a year before the team was re-schuffled and I found myself back with the Support Team however this time working as a Quality Coach and Global Lead for Customer Experience and Backlog. For the Global Lead Role I was responsible for providing data analytics across the worldwide Data Protection suite within DELL. Daily updates with weekly presentations on key metrics to senior management. Consulting with management to help improve their key metrics within the business and find more proactive ways to improve them to meet quarterly goals. E2E defect resolution for survey process after support calls. pNPS (Product Net Promoter Score) reviews provided by Customers worldwide. For the Quality Coach Role I was responsible for supporting the technical support team with their open cases making sure they are following the policies and procedures set by the business. Customer communication and internal escalations keeping focus on pushing open cases towards closure. Holding regular 1-1’s with team members, holiday reviews and weekend planning, backlog reviews, time management and compliance with live transfer calls from Customers.

Covering a range of internal and external support to a multitude of customer needs from local doctor surgeries to installation and training to the BBC

Repairing mobile telephones using soldering equipment.

A range of soldering techniques for different printed circuit boards.