Thomas Kathan Email & Phone Number

Minneapolis, MN, US

Greater Minneapolis-St. Paul Area

Greater Minneapolis-St. Paul Area

Greater Minneapolis-St. Paul Area

• First point of escalation before escalating to level 3 Copilot SE/ME Support team.
• Responsible for handling more difficult cases as handed off by the management team, or assuming ownership of L1 cases that have become too difficult for L1 to handle on their own.
• Mentor and teach other Copilots about the Compellent SAN, and Dell FluidFS through 1 on 1 interaction and 1 to many knowledge shares among teams.
• Responsible for rebuilding and maintaining all 9 racks of the foundry Copilot L1/L2 lab.
• Demonstrated ability to configure and manage environments for specific scenarios and testing.
• Accountable for ensuring the highest stability of the enterprise storage system by verifying and helping implement the best practices throughout the environment

Edina, MN

• Responsible for fielding support calls regarding the Compellent SAN and associated technologies and then accurately diagnosing and quickly solving related problems.
• Accountable for ensuring the highest stability of the enterprise storage system by verifying and helping implement the best practices throughout the environment
• Verify best practices are implemented to achieve maximum possible up-time and performance
• Facilitate and coordinate various resources inside and outside of Dell to correctly address any identified issues in a customer’s environment.
• Responsible for training Compellent customers how to use their system properly and continue to configure their system as their system grows.
• Assist with migrations from other manufactures SANs to Compellent systems and also with upgrades form older Compellent systems to newer hardware

• Responsible for overseeing the end to end repair of client’s personal computers to ensure the highest quality customer experience while maintaining the most accurate and fastest repairs possible, all in a highly.
• Responsible for training team members on proper processes and handling of client issues in a timely and satisfying manner for the client
• Responsible for tracking and driving client satisfaction scores for all areas of the Geek Squad in the local store and online.
• Experience with  Windows registry repairs,  Software installation and configuration on end user/client machines on both Mac OSX and Windows  Advanced infection removal and other Windows repair on client’s computers.
• Provided assistance and training for multiple products including basic to advanced computer use among other consumer electronics.

Thoroughly diagnose and recommend services that are necessary to repair clients’ computers. Identifying the major issues, notating them and then repairing them accordingly, all while ensuring the highest level of customer service.

Advise customers in purchasing computing solutions by identifying their unique needs, and recommending the correct product, accessories and services to fill those needs. Provide back-up assistance to Geek Squad to assist with setting up new computers and assisting customers with computer repairs.

Bachelor Of Science (Bs), Political Science And Government

Business Administration And Management, General