Tracey Wright Email & Phone Number

Emea

Responsible for managing a group of eight Technical Account Managers for the UK/IRL public sector business for high end support.Managing the resolution, ensuring the customer is resourced effectively to not only meet, but exceed customer expectations.Design and implementation of techniques to handle issues and filtering of account priorities. Delivery of on site customer visits when required.Proficient in the use of Analytical Troubleshooting (ATS) essential for Priority 1/System Down issues.Education of sales staff to ensure correct expectation of High End support.Provision of detailed reports to customers on high priority issues which included valued added organisational recommendations for the customer.Presentations and report submission to Senior Management on the Customer Satisfaction of support and how the support organisation could improve.Development of effective working relationships with Dell partners and key stakeholders to ensure resolutions (EMC, Microsoft, Novell).Managed recruitment for the team. Carried out annual appraisal process / team development activities / learning and development plans. Recipient of the Dell Excellence Award twice in recognition of outstanding support to the Business resulting in substantial new revenues.

Dublin

Dublin

Design and installation of expanding LAN to accommodate new production lines as business required.Upgrade of WAN equipmentMigration to Lucent network after merger (Ascend Technology to Lucent).Maintenance and day to day support of LAN and WAN for 4 production lines working 24/7.Introduction and install of Wireless networking and remote access.Responsibility for investigating new technologies, developing cost benefit analysis and presentation of recommendations to senior management for budget approval.

Emea