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..
• 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.
• 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.
• Interface with support leadership, support engineers, product design and product engineering teams on debugging of critical errors and process improvement issues

• 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