Sales Service

Mark Youssef

Tel: 646-***-****

Email: acz4iy@r.postjobfree.com

OBJECTIVE: To advance, develop and maintain my career as a leader, which will allow me to utilize my current leadership and work experience skills. Over and above, be able to utilize my skills of management, commitment, discipline, motivation, technical and organization.

QUALIFICATIONS:

Experienced in utilizing Microsoft Office, Excel, Access, PowerPoint, Word, Adobe Acrobat, Outlook, Outlook Express and WordPerfect/File Sharing, Visual Basic, Visio and QuickBooks

Installation and maintenance of both hardware and software related to data center infrastructure, as well as desktops and laptops

Understanding of networking (installation, wired & wireless) and programming

Managed tight deadlines, challenging roles and assignments

Metrics data managements, with deep-dive data analysis using various tools (Oracle, Tableau, Ops Console and Sales Force)

Energetic self-starter with strong motivation, organizational, creative skills, and team player

Certified EMC Proven Professional and Specialist

TECHNICAL:

Operating System

All Windows Operating System environments, Linux, UNIX

Platforms

EMC Centera, Celerra, Clariion, Symmetrix, VPLEX, RecoverPoint, EDL, DLm, Cisco, Brocade, Connectrix, VNX (File & Block), ESRS, Isilon, Avamar, Data Domain, Dell PowerEdge series.

WORK HISTORY:

District Service Manager 2014-Present

DELL EMC Corporation New York, NY

Responsibilities:

Provide day-to-day leadership direction for my team of Customer Service Engineers, Account Service Engineers and Account Service Representatives

Work with my team to ensure customer satisfaction through the quality of installation, repair, modification and preventative maintenance of equipment within an assigned territory

Assist my team in diagnosing, escalating and resolving complex problems

Provide performance feedback and evaluations of my team as well as Mentor and coach the team

Schedule installations and service calls as well as coordinate the efforts of assigned personnel engaged in various field and remote activities

Actively manage and achieve quarterly goals

Utilize and generate various sources of metrics to drive optimization, efficiency and utilization across my team, region as well as my Division

Oversee and manage over 1500+ customer data center locations spanning the NY and NJ area

Proactively engage customers to ensure all customers are at latest and greatest across their entire environment, as well as ensure overall client satisfaction

Work with and keep Sales teams informed of any potential selling opportunities to refresh or upgrade on currently install EMC equipment

Manage any and all customer escalations and drive resolution

Sr. Account Service Engineer 2009-2014

EMC Corporation New York, NY

Responsibilities:

Manage NYC and NYS agency accounts from a service and implementation standpoint

Ensure a high degree of customer satisfaction through direct and indirect contact to include resolution of customer escalations, account management, pre-installation site planning, upgrades, implementations and repairs

Perform and provide technical assistance for the complex installation, maintenance, and modification of designated EMC equipment at customer locations or remotely

Escalate service issues for assigned accounts

Create, update and close out Service Requests

Work closely with sales and pre-sale to meet common goals

Asses and diagnose customer impact situations due to hardware, software, performance, microcode, software, platform, application, and network environmental issues

Collaborate with various EMC teams to determine adequate solutions to an array of issues

Assist and coordinate account management duties and functions across assigned geography and/or districts

Manage a large number of accounts as well as the more complex accounts that include a variety of solutions

Lead technical and management conference calls; provide status updates to customer, Global Services management and account team

Diagnose, manage and correct hardware/software problems that are of a complex in nature

Drive completion for all FCO's, TSE's, SYR cases and reports, connectivity records, ship not installed report and open case management on all assigned accounts

Act as liaison to management and perform other duties as assigned by the District Service Manager

Field Technician 2008-2009

Champion Security New York, NY

Responsibilities:

Install and maintain company equipment

Security and Surveillance equipment

Fire safety equipment

IT network equipment, including network cabling

Telephone and conference equipment

Complete my field tasks as efficient as possible and Ensure client satisfaction

Review installs with clients and demonstrate how to operate the equipment

New Business Specialist 2007-2008

(Licensed Insurance Agent for the State of New York) Latham, NY

Combined Life Insurance Company of New York

Responsibilities:

Establish new accounts

Business 2 Business Sales

Service current clients

Claims filing

Recruiting and training new hires

Issue on the spot policies for new clients

Finalize weekly paperwork

Sales Manager 2006-2007

City Cycles Brooklyn, NY

Responsibilities:

Build Sales

Supervise employees

Process & finalize finance for client

Oversee Department of Motor Vehicle processing

Sales closing

Purchasing

Advertising

Online lead processing

Maintaining the facilities IT infrastructure

Website maintenance, updating & marketing

Assistant Manager 1999-2004

K.B. Toys Brooklyn, NY

Responsibilities:

Enforce company policies.

Supervise employees.

Coordinate store floor plans.

Maintain regulation of store merchandising.

Train and assist incoming managers.

Handled large sums of money on a daily bases and the paperwork that accompanied the money.

Freight processing.

EDUCATION

Skills for Success Course 3/2011

Dale Carnegie’s Center of Excellence New York, NY

Concentration: Effective Communications & Human Relations Course

Bachelor of Information Technology 6/2008

American InterContinental University Hoffman Estates, IL

Concentration: Network Administration

*Additional certifications and course work transcript available open request*

LANGUAGE

Arabic, Fluent Speaking

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