Management Manager

********@*****.*** Cesar Garza Round Rock TX

An accomplished Information Technology Professional with demonstrated success leading

teams, projects, programs and process improvement. An innovative problem solver who is

solution oriented and enjoys challenges. Excellent communication skills to effectively manage

problems under strict deadlines. A Team player who enjoys building relationships and interacting

with all levels of an organization.

Skills

ITILv3 Foundations Problem Management Motivated Team To Exceed Goals

Leadership Escalation Management Communication and Presentation

Incident Management Process Improvement Team Building and Training

Project Management Customer Focused

Professional Experience

Dell SaaS Incident Manager 2010 – 2014

•Managed escalated customer issues and critical issues that impacted our services by facilitating

remediation efforts with cross functional teams, management and account management to drive a

timely resolution and advocate customer concerns and feedback to drive improvement of service

availability. This led to an increase in customer satisfaction, improvement in service availability

and customer retention.

• Assigned to our Services partner IBM to build a solid relationship, address any issues that were

impacting their customers, drive process improvement and provide weekly reviews on progress.

This led to a decrease in escalations originating from the partner and increased their confidence

in our ability to respond to their concerns.

• Assigned to lead our process improvement project to create, update and deliver processes that

would build team work across cross functional teams and that would lead to efficiencies and

consistency in our team operations. This prepared our team for a restructuring to a new

organization and allowed us to exhibit our expertise.

• Initiated and led several programs some of the most effective were our Critical Situation

program, our Hotlist program and customer notifications for any planned or unplanned outages.

These programs assisted in driving issue resolution, gaining proper level of visibility, address

customer concerns and drive overall business improvement. As a result we were able to reduce

the number of Critical issues, Hotlist items, drive improvement in service availability and

improve our communications with customers.

Dell Technical Account Manager – Team Lead 2005 –2010

•Successfully led a team of 18 Escalation Managers who were assigned to address escalated

customer issues in a timely fashion.

• Provided training and mentoring to develop team members to become more effective in their

interactions with customers. This led to them team expanding and taking more responsibilities,

which also helped establish our team as the one stop shop for escalations.

• Conducted presentations to, Management, Sales and Technical support promote our team’s

brand.

• Collaborated with fellow team leads to develop relationships negotiate the resolution of

complex issues that impact the organization and Developed and enforced processes that impact

the team, customers and global teams.

• Participated in new hire interview process to assess and hire talent that would strengthen our

team.

• Pivotal in expanding the Americas Commercial Escalation Team into an effective and well

respected Team within Dell.

• Recognized with a Silver Star Award for my contribution in converting the organization to a

roaming area, which will result in saving the organization thousands of dollars quarterly.

• Acquired BPI Yellow Belt certification for enhancing the TAM Handoff process, which resulted

in significant time savings for both the Field Deployment team and TAM organization

Dell Power Connect Technician 2002-2005

•Responsible for providing technical resolutions to Dell Bronze, Silver and Gold Customers

experiencing problems with Dell Power Connect products

•Provide advanced knowledge and troubleshooting skills in Power connect network switches to

Dell Customers

• Required to assess customers Networking needs and assist in the configuration and

optimization of their switches to meet their requirements.

• Assist in configuring RIP, OSPF, STP, VLAN’s, and Link Aggregation and ensure

interoperability with other manufacturers equipment.

Dell IT Support Technician 1995-2002

•Directly responsible for the support and administration of the Dell Enterprise Network

assuring maximum uptime for up to 2000 servers.

•Proactively monitors the production server environment for problems, and coordinates changes

to production servers maintaining awareness at all times.

•Provides timely resolution of issues regarding operating systems, software, hardware,

installations, and error messages to minimize downtime.

•Evaluates the root cause, recommends possible solutions to the assigned engineer and

implement corrective actions, monitor and document changes assuring effective resolution.

Provided timely and accurate resolution of trouble tickets and work orders for internal Dell

Employees. These trouble tickets and work orders covered a large spectrum of problems, ranging

from routine to complex.

•Required to install, troubleshoot and maintain software and hardware on desktops, servers, and

laptops. Recognized by business partners for being proficient in all computer related topics.

•Directly responsible for troubleshooting, configuring and maintaining the data shares and the

file and print queues in assigned building providing maximum availability.

•Served as first line of support for servers. Developed, configured and maintained server lab for

use by team of 25, consisting of 3 Dell 4200 servers in a networked environment, used for

studying for MCSE certifications.

United States Army Infantry Sergeant (E-5) 1986-1993

Successfully lead a squad of 5 soldiers in the Persian Gulf War and received several

commendations for leadership and dedication.

•Assigned to a Mortar Platoon and advanced to the rank of Sergeant in 3 years.

•Directly responsible for the safety, training, mentoring, counseling and discipline of the soldiers

under my command.

Education and Certifications

AS, Computer Networking Technology. Texas State Technical College, Waco TX, 1995

ITILV3 Foundations, 2014

MCSE, 1999

CCNA, 2003

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