Technical Support Customer
Resume:
Colleen Cummings
**** * **** *, **, Utah *****
acp7km@r.postjobfree.com
I'm writing to apply for the position with you company. I am confident that my skills are well-aligned with the role, and that I would be an excellent fit for your organization.
I currently work in the Symmetrix group within EMC and I perform the tasks below on a daily basis, and I known that I am one of the highest performers on that team.
I train and educate my fellow co-workers with performance issue on the Symmetrix products. I am highly certified with the prestigious certification for Performance. The SPEED Guru. I work closely with my menthe from the GSAP (new hire) program to develop him for his performance path with EMC.
• Applies advanced technical expertise using standard operating and diagnostic procedures to resolve standard to complex level issues; identifies documents and escalates customer issues to senior resources. Recommends and utilizes standard internal and external diagnostic test equipment and product trace and logging procedures; provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other EMC Technical Support co-workers as appropriate.
• Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status.
• Responsible for sharing all acquired knowledge concerning problem resolutions; leads efforts in facilitating problem re-creation and failure analysis systems level issues. Contributes to centralized problem identification and resolution databases; may have senior level tasks similar to Engineering for assigned product and skills.
• Identifies and interprets interoperability and support matrix's; identifies reviews, creates and delivers timely and highly focused training programs and/or serviceability enhancements within the Field and Remote technical support departments. Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment through a variety of mediums.
• Act as a remote customer advocate to champion specific customer needs for code currency, reporting and product knowledge in collaboration with field teams. Understands and leverages technical communication structure; may be asked to participate in virtual team training and product knowledge sharing meetings.
• Will participate in the creation and maintenance of eService applications such as: Chat, Knowledge-base content, Support Forums, etc. Regularly submits content to the knowledge database. Validates technical information and issues early warnings and disseminates information as needed.• As a 24x7x365 organization, shift work, holidays and on-call responsibilities; may be required as well as occasional travel to customer sites. EMC Proven Professional Certification desired (ISM, currently working towards specialist and VCAD-510) possess high abilities in; communication skills, analytically ability, knowledge of programming languages; such as C++, java script, python etc. I am extremely detail oriented, currently work and love team environment, and I have the ability to work independently
I believe my experiences and track record make me an excellent fit for this opportunity. I have enclosed my resume for your consideration. Please feel free to contact me via phone or email at a time of your convenience to discuss my background as well as the requirements for the role.
Sincerely,
Colleen Cummings
acp7km@r.postjobfree.com
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