Wes Jackson Email & Phone Number

Austin, Tx, Us

Raleigh, Nc, Us

Tysons, Va, Us

Leading the creation of game-changing solutions that address the key technology challenges of 21st century government.

Tysons, Va, Us

Leading a business unit focused on developing and selling IT maintenance solutions.

Tysons, Va, Us

Leading the Solution Engineering organization at Three Wire in support of building great solutions for customers. Bringing new solutions to market through market research, design, and product marketing.

Tysons, Va, Us

Milpitas, Ca, Us

In November, 2016, Dell Software Group became Quest Software, which includes SonicWall. My role from my prior Dell position continued at SonicWall.

Round Rock, Texas, Us

Dell Security Solutions Global leader for Technical Account Management, Resolution Management and SonicWALL Engineering Escalation Group. Focused on customer needs, and interpreted those needs into service offers and operational functions that resulted in a world-class escalation management and delivery team.Key Accomplishments: - Developed the TAM function for One Identity and SonicWALL, including offer description, pricing, cost scaling, growth and operating plans - Grew the premium support business 20% while completely rebuilding the TAM team after an organization change - Built a net-new Resolution Manager function for Dell Security Solutions - Introduced Scrum methodology to the RM team and got the essential delivery program (MVP) up and running in 6 weeks - Streamlined engineering escalation process and helped build the L2 tiering function for SonicWALL - 76% improvement in aged escalation backlog; 88% improvement in aged engineering backlog - Introduced Kepner-Tregoe Problem Analysis framework to reduce time to resolve complex issues - Developed a Reference Architecture framework to streamline the process of selling and supporting standardized solutions- Introduced ITIL and Service Desk measurement and improvement principles to the Partner Framework to provide a predictable and repeatable partner-led delivery model

Round Rock, Texas, Us

Managed a team of highly skilled professionals delivering support services to government customers. Services include warranty response, IT process management, cost scaling, problem avoidance, risk management and project integration.Key Accomplishments: - Adapted a warranty support model for the Federal customer segment to streamline the selling process and position Dell to be more competitive. - Initiated a new warranty support offer allowing customers in regulated environments to keep parts replaced during warranty events. - Numerous large contract awards owing to the ability to support the customer's solution. - Continued Mergers and Acquisitions process integration. - Led the creation and rollout of a global performance plan based on team member engagement. - Mergers and Acquisitions process integration and legal process review.

Round Rock, Texas, Us

Managed a team of 10 Service Delivery Managers in support of Higher Education and large State and Local Government customers.Key Accomplishments:- Top team in the organization for modular services leads and opportunities.- Led the development of ROI tools and training for SDMs.

Round Rock, Texas, Us

Managed a team of 10 Technical Account Managers.Key Accomplishments:- Developed a predictive system and method for assigning escalation resources.- Improved Customer Experience (CE) by 17% and efficiency by 39% on the team, using predictive method.

Round Rock, Texas, Us

Responsible for the day-to-day operations of a team of around 30 TAMs in Dell’s multi-tier support model in place at the time.Managed warranty service delivery for customers in a variety of segments: SMB, SLED, Healthcare, Finance/Insurance, Large Enterprise

Managed U.S. and Canadian operations, including all of IT, Telecom, Facilities, and Call Center. Integrated Marketing, Operations, Sales and IT priorities and developed capabilities around key business drivers.Key Accomplishments:- Planned, built, launched and managed a full eCommerce website. (MS-SQL 2000, ASP, IIS)- Wrote software to manage sales compensation, shipping, business reporting and payment processing.- Oversaw 2 infrastructure/warehouse build-outs.- Planned and opened Canadian branch office.- Increased business processing capacity tenfold through modernizing IT.

Round Rock, Texas, Us

Technical support engineer.Taught new hire technical courses.

Austin, Tx, Us

Key Accomplishments:- Wrote programs to replace older utilities needed in coordinating radiological disaster response activities.

Post Graduate Program In Ai/Ml, Computer Science

Certificate, Ai In Healthcare

Other/Certificate In Negotiation Mastery

Other; Certificate In Entrepreneurship Essentials

Bachelor'S Degree, Computer Systems Management

Bachelor Of Arts, Computer Systems Management