David J. Vanderhule

Kingwood, Texas *****

512-***-****

aca7up@r.postjobfree.com

Objective

A management position in Technical Support, Help Desk, or Call Center Support

Qualifications

I have more than fifteen (15+) years experience in Help Desk Technical Supervision and Management. Most recently, I

completed the A+ Certification (2013) with the newest accreditation from CompTia. I am a proficient Audio/Video Editor,

Recording Engineer and Producer. I have thirty (30) years experience in the entertainment, and recording industry. Extensive

knowledge and expertise in the podcasting and webcasting industry.

B usiness Experience

Dell Computer Corporation Round Rock, Texas 2013 Present

Small to Medium Business Inside Sales Account Manager II

• Sold Dell Server, Laptop, Desktop and Tablet computer products and services by responding to

inbound and by placing outbound customer calls

• Provided technical support expertise in hardware, and software services

• Maintained collaborative relationships with purchasing,, and Information Technology (IT)

departments

• Knowledgeable of IT landscape within the Small & Medium Business companies with a ‘customer

first’ focus

Adjunct Resources, LLC California and Texas 2002 2013

Partner & Director

Technical Support Manager, Customer Service Manager, Talent Development

Authorized Reseller Distributor of Audio Video Recording and Editing Products

• Accomplished double digit (25%) growth ten (10) of eleven (11) years in a row

• Directed development and capture of Podcast and webcast media during both the Consumer

Electronics Showcase and The National Association of Broadcasters Showcase

• Arranged for Fox News Channel to utilize this client as an ongoing Subject Matter Expert (SME) on

Podcasting and Webcasting

• Consulted with one of the United States top authors on Podcasting

• Assisted top Podcasters and Webcasters which culminated in over 12,000,000 downloads in one year

Dell Computer Corporation Round Rock, Texas 1997 2002

Senior Service and Support Account Manager for Higher Education Division

Worked as liaison between the customer, sales, support and customer service to maximize the

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customer experience while minimizing expense and cost to Dell Corporation supporting Dell Higher

Education customers with highly complex, systemic and/or escalated service issues

Supervised and mentored more than 356 higher education support technicians

Managed the Collegiate Book Store Sales and Support programs for Dell’s Higher Education Division

Personally directed the support systems for twenty six (26) major university accounts for North America

and Pacific Regions (Brigham Young University, Univ of Hawaii, Univ of California.(L. A., Berkley, Santa Cruz,

San Francisco, Davis) Stanford, Univ of TX, and TX A&M, to name a few

Awarded the 2000 Customer Service Employee of the Year for Higher Education Division,

Awarded the 2000 Senior Service Account Manager of the Year for Higher Education Division

David J. Vanderhule Page 2

• Responsible for acquiring a $30+ million dollar account for Higher Education Products and Services

• Multimillion dollar sign off authority to resolve major account issues for Higher Education Division

• Managed Higher Education escalation issues under the direct supervision of the Dell Corporate CEO

Group Team Leader and Trainer

Managed the direct supervision of eighteen skilled call center technical support technicians

Worked in Support Queue as a mentor and manager of technical support call center technicians

Developed and taught Customer Service Partnering to the Vice-President, Directors, Team Managers and

technical support technicians, customer service employees for the Home and Small Business Division

Became Microsoft Certified in Office and Window’s operations

Trained employees on all Microsoft Products

Developed the Web site for technical support tools used by internal and external Dell technical support

teams

• Regularly directly assigned to Home and Small Business accounts by CEO to resolve escalation issues

Awarded Top Contributor to Support System Operations Award for Home and Small Business (web based

diagnostic tools for technicians)

Awarded Top Group Leader for Most Improved Team and Best New Team of Home and Small Business

technicians

Awarded Employee of the Year for Most Profitable Support Team in Home and Small Business

C all Center Hardware and Software Support Technician

Worked in the French Canadian and European Call Center

• Awarded Top Contributor to Support System Operations for International Home and Small Business

Division for developing tools to resolve issues in a timely manner

• Assigned to International Home and Small Business accounts escalation issues under the direct supervision

of the Dell Corporate CEO

• Awarded Home and Small Business Employee of the Year for department profitability

MCI Long Distance Company Austin, Texas 1995 1997

Long Distance Sales and Support

Responsible for sales and add on services to new and existing customers of MCI Long Distance Services, -

both commercial and residential accounts

While at MCI, I achieved and maintained status in the Century Club for Top Achievers

Radio Shack, Tandy Corporation Austin, Texas 1990 1995

Retail Store Manager

Supervised and directed sales operations for ten (10) persons as the retail store manager

Earned Number One (#1) in the Houston Region for most improved store

Earned highest percentage of profit (44% ) for computer and computer peripheral sales for years 1994 and

1995

Education

2013 CompTia A+ Certification (Computer Technology) Austin, Texas

1981-1982 Austin Community College (Computer Technology) Austin, Texas

1974-1975 Le Cordon Bleu Academy (Culinary Arts Chef) Paris, France

David J. Vanderhule Page 2

1972-1973 Del Mar College (Restaurant Management) Corpus Christi, Texas

Skills

Fluent in Spanish and French Microsoft Office Specialist Customer Service Management

Audio/Video Engineer\Producer Technical Trainer Resolution Specialist

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