• Demonstrate expertise as the primary customer support engineer for the hyper-converged VxRail product line. • Spearhead VxRail/VMware deployment projects and provide maintenance and advisement to customers on their product environment. • Preside over informative project status meetings alongside product and delivery managers; center efforts on testing and deploying new tools and team transitioning from legacy tool; serve as mentor for in-terns and other new recruits in the department as well as developed the deployment process and enforce continuous improvement; support the team to continuously improve their process by observing and providing regular feedback.• Participate actively in all duties related to resource management and status reporting.• Serve as onsite-offshore liaison for the training department, ensuring continual staff education and skill development. • Lead Dell Volunteer Project Management (DVPM) for the past two years; engaged in inviting and providing training to local nonprofit organization about charity focus.• Operate as key player within the Collaborative Center of Excellence (CCOE) between Dell and VMware.• Identify, troubleshoot, and effectively resolve issues located within VMware ESX and virtual center environments.• Delivered applicable feedback for the purpose of enhancing product quality and reliability in collaboration with Engineering, SE, and other cross functional teams.• Documented and evaluated pertinent information to effectively convey overall issue resolution progress to customers in a timely manner.

• Directed and oversaw multifaceted consolidation and migration projects while devising and delivering expert solution recommendations aimed at managing failures and risks.• Provided tactical team leadership for internal and global Dell projects and attended project management training workshops for career advancement.• Conduct regular Scrum ceremonies which consist of sprint planning, daily standups, sprint retrospectives, and release planning.• Facilitated and delivered superior support for Dell’s customers worldwide in regards to installation, operation, configuration, performance, and usage of enterprise SAN (Compellent and EqualLogic).• Generated detailed documentation and templates utilized throughout the organization in support of monitoring and maintaining the support solution database.• Executed hardware replacement and in-depth troubleshooting for a broad range of issues on storage technologies in order to streamline operations.

• Piloted challenging installations, upgrades, configuration, launch, and support of hardware, software, peripherals, and network devices.• Utilized Remote Desktop Management services and provided L2 support for global employees by diagnosing problems and providing resolution for escalated technical and service issues. • Trained and guided end-users concerning procedural guidelines to ensure successful solutions in technologies such as Windows, Adobe, Citrix, servers, VPN, and virus infections.• Educated new technicians with the goal of advancing their knowledge, efficiency, and customer service proficiencies.• Operated end-user computers remotely to perform repairs and instruct users through Dameware and WebEx. • Afforded a positive and pleasant customer experience with an average of 96% customer satisfaction.

• Achieved success as Regional Manager for a wireless retail operation with 6 locations; oversaw 50+ employees.• Directed all daily operations, defined functional roles, and delegated responsibilities to employees.• Realized a 50% increase in market sales which exceeded financial goals by motivating the team to meet aggressive sales objectives and cultivate customer relationships.• Administered all aspects of payroll, commissions, scheduling, inventory, audits, and the company website.