William B. Email & Phone Number

Perform critical technical project and problem escalation management using a holistic approach, typically from initiation to resolution delivery, while ensuring that appropriate resources are engaged when needed. Delivering high quality technical support to customers around the globe and across all of the organization’s technical solutions portfolio and product lines.• Responsible for creating and communicating executive summary documents for leadership ensuring proper levels of executive awareness, including delivering daily verbal updates for ongoing escalations at corrective action committee meetings• Primary contact responsible for managing and confirming proper resources are engaged, bringing technical support management, support engineers and product engineering teams together cross-functionally • Facilitate communication between all parties involved in escalation events keeping customer sense of urgency in the forefront while aligning goals of both internal and external customers ensuring expectations are meet• Attend daily engineering meetings involving product specific escalations analysis on customer impact, helping Engineering Teams better understand and diagnosis hardware/software events, including working on failure and root cause analysis• Interface with support leadership, support engineers, product design and product engineering teams on debugging of critical errors and process improvement issues• Trainer for escalation management classes, including designing and developing curriculum materials and delivery of classes• Participate in pilot improvement programs designed to streamline escalation management engagement for premium and strategic accounts• Design and manage documentation and processes used in onboarding and training of new employees within the escalation team including the designing and management of MS Teams, SharePoint sites and internal content sharing websites

Responsible for ensuring the global Customer Support team was equipped, enabled and optimized to support customers and provide an exceptional customer experience.• Ensured that the necessary processes and policies were in place and adhered to in an effort to meet the service level agreements and customer satisfaction goals of the organization• Worked with the Engineering team to ensure that customer found defects and product supportability gaps were properly addressed• Developed technical support policies and procedures to ensure consistent service delivery across the customer base and with a constant focus of improving customer satisfaction• Managed and tracked technical escalations• Conducted Customer Support process training and review sessions

― Symmetrix Product Support Engineer― ESS Principal Technician― ESS Technician