Richard Kies Email & Phone Number

Texas

Managed and delivered high quality photography projects for large commercial clients.Built an exceptional business website utilizing SEO practices resulting in increased client base. Business named “20 Best Real Estate Photographers in Austin” by Expertise.com 3 years in a row. Consistently awarded with 5 star ratings from clients for expertise, quality of work, and professionalism. Cultivated strong relationships with vendors and clients leading to increased number of photography projects.

Round Rock, Texas

Reduce system downtime in support of all mission critical business functions at Dell. Center of monitoring, maintaining, and resolving critical issues in Dell’s Global IT environment. Frequent interaction and visibility from Senior Level IT Management, as well as, internal customers. Uses well defined processes and procedures. Main point of contact for assembling and coordinating key technical and management resources, as well as leading and tracking the resolutions & communications of major service disruptions.• Develops solutions to a variety of problems of moderate complexity. • Applies research, information gathering and analytical and interpretation skills to problems of diverse scope. • Compose and manage internal Incident communications to a large customer base of business and technical personnel. • Lead technical conferences for the most impactful Dell internal events. • Screens, categorizes, evaluates, reconciles, reports and resolves data integrity issues. • Offers more experienced system recommendations for defined business needs. • Contributes to root cause analysis based on system and incident knowledge. • Works on assignments where considerable judgment and initiative are required in resolving problems and making choices, recommendations, or decisions. • Regularly exercises discretion and independent judgment on business matters

Round Rock, Texas

Facilitated and delivered ITIL based service support and strategic technical account management and ownership of Dell Platinum Large Enterprise accounts including Twitter, Wells Fargo, MGM Resorts, Baker Hughes and BNSF Railway. Technical product knowledge spanned Dell’s entire portfolio of enterprise products. As Trusted Advisor provided customers with onsite visits and proactive monthly reporting on incidents, trending, ROI analysis, business impact as well as vigorously ensuring the Platinum customer service level agreements were met and exceeded.Accomplishments:Earned award from executive leadership team for technical onsite work at Twitter for resolving customer experience and vendor service quality issues on Dell Cloud edge systems. Result: $2M in additional system purchases.Scheduled customer facing proactive monthly reviews and participated in QBR’s reviewing SLA key metrics and detailed analysis of all assigned account customer install base which included: Pareto charts, Time to Resolve, Failure Rates, Service Request Review, Out of Warranty, Post Incident Reports, Part Replacement Rates resulting in high customer satisfaction and service contract renewals. Completed an ITIL based IT Services Management Review for MGM Resorts International resulting incustomer understanding and awareness of their CMMI rating.Cultivated strong relationships with Dell account teams and external customers resulting in higher services attachment rates.

Round Rock, Texas

Engaged and facilitated resolution of support incidents concerning customers’ Dell Large Enterprise mission Critical systems. Ensured Gold service level agreements were exceeded for all assigned customers.Accomplishments:Earned award from the executive leadership team for traveling onsite and presenting Dell support best practices to the Cox Communications IT headquarters staff resulting in fewer escalations.Facilitated resolution of complex issues for many Large Enterprise customers resulting in 60% faster resolutions and high customer satisfaction.

Round Rock, Texas

Troubleshot and resolved technical support issues on Dell’s 8th and 9th generation of PowerEdge Servers.Accomplishments:Promoted to Sky Tech and traveled onsite to 4 remote customer locations and quickly resolved complex business-critical system issues.

Austin, Texas Area

Austin, Texas Area

Brooks Afb, Texas

San Antonio, Texas Area

Mba, Management Information Systems, 3.75

B.S, Mgmt Information Systems, Management Information Systems, General