Consult with clients to determine IT needs and solution designProvide sales support by scoping and defining solutionsManage and execute projectsContinue to learn new technologies and mentor other team members

Technical escalation point for front-line support staff assisting in resolving issues with advanced Microsoft technologiesPerform server hardware and software deployments, installation and configuration for managed clientsPerform site survey of client environments to provide them with best practice recommendationsConduct Disaster Recovery Tests for client sites to ensure a valid recovery plan is in placeProvide training to front-line support staff on issues that are encountered in client environments

Use technical ability to resolve highly complex issues for enterprise customers around storage or server systems; including Microsoft Enterprise level technologies and networking.Identify mentoring opportunities and provide guidance to internal employees in order to improve their technical skillsResearch and reproduce technical issues using enterprise lab resources Work in a collaborative environment and leverage in-house architects and relationships with Dell’s 3rd party vendors, as neededPursue and obtain advanced certifications and enhance technical abilitiesOpportunities to develop and deliver training related to technical specialties

Responds to customer technical problems/issues related to systems management, software, networking, Microsoft Server OSs (2003-2008 and SBS 2003-SBS 2011), Microsoft Technologies including but not limited to Exchange (2003-2010), SQL (2005-2008), SCOM 2007 (System Center Operations Manager) via e-mail and phoneWorks on highly complex customer issues that require sound judgment to resolve problems and provide recommendationsInteract with L1 technicians, Technical Account Managers, and Site Delivery Managers to ensure that customers' issues are taken care of in a timely manner

Performed Exchange migrations via Webex for versions 2000/2003 to 2007/2010Completed all migrations and projects in less than the allotted time which saved money and resourcesResponded to customer technical problems/issues related to hardware, software, and networking via e-mail and phone Assisted customers by diagnosing problems and providing resolutions for technical and service issueUsed troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contactsAnswered questions about installation, operation, configuration, customization, and usage of assigned products

Handled service call escalations from Dell Onsite Technicians. Also provide technical assistance and guidance to Dell Onsite Technicians as well as first level peers/technicians to ensure that processes are in place for the customers' issues to be resolved in a timely mannerPerformed highly complex hardware diagnosis for issues where onsite technician or parts that were sent do not resolve the issueProactively communicated with peers/techs and setup coaching opportunities when there have been mistakes in a dispatch or troubleshooting process

Provided assistance and guidance to Dell Gold/Silver contract customers and/or to first level peers/technicians to ensure that commitments are achievedEngaged in escalated issues assigned by Team Lead and worked issue to a resolution and/or coordinated with other groups to get the issue resolved in a timely manner.Performed duties that are highly complex and where independent action and high degree of initiative is required in resolving problems and developing recommendations.

Collaborated with Team Leads on case escalations that other escalation techs could not handle.Facilitated new hire training and transition queues to ensure smooth transition into Mainstream Queue.Designated to be acting Team Lead in the absence of the Team Lead on duty

Conducted 1st level problem resolutions for incidents related to software, hardware, website navigation, security administration and policy underwriting.Ensured problem resolutions by initiating escalation to Level 2 Help Desk staff or to the appropriate IT Group.Recorded all problems, symptoms and status in a timely manner.

Assisted customers in troubleshooting computer hardware and softwareAnswered many questions regarding computer hardware and software so that the customer would have a better understanding of their product.Appointed to supervise a department consisting of 4-6 employees when supervisor did not work.