Project Management Data Center

KELLY FANELLI

MANAGER *, SERVICE DELIVERY, DATA CENTER SOLUTIONS, DCS

PROFILE AND CAREER GOALS

Seeking Sr Manager Level role at Dell Technologies to further my career path and to continue to be an influencer for the success of our company and employees.

I have 21 years in Technology Industry bridging customer support, help desk, problem management, solution architecture, sales operations, project management and field management.

5 years in Services Project Management overseeing integration and deployment of rack and mobile data center solutions for Fortune 500 Company Cloud Platforms.

Key Responsibility: Work with Diversity and Inclusion Task Force to reach 2030 Moon Shot Goals within the Professional, Manages & Field Services Organization.

Key Attributes: Known for being an innovator and adapter of more efficient models to better performance.

Key Attributes: Outstanding communicator with customer, management and direct reports.

PHONE: 512-***-****

HOBBIES:

Painting

Gardening

Volunteering for various Community Non-Profits

WORK EXPERIENCE

DCS Field Manager

Dell EMC January 2018 - Present 3 years 4 months Austin TX

Manages field service team responsible for the daily activities and supports service level improvement/ and management of team. Resolves escalations to maintain strong customer experience levels. Executes the operations plan and ensures team achieves specific performance metrics. Develop training plans based on program management and new product offerings in order to ensure field technical force is ready to handle all new products. Executes company-wide goals deliverables and evangelizes the company culture code with direct reports. Works on special initiatives to deliver first in class services to customer, including developing a survey to capture Customer Net Promoter Score. Developed Career Growth program utilizing multiple Dell tools, including Career Resource Center, SDS LIVE Job Shadowing and Mentoring, Talent Profiles, Workday Profiles, Redeployment Capacity Program for SDS, LinkedIn, ADAPT Training and Dell’s Employee Resource Groups for expanding networking abilities of remote teams located in Quincy, WA, Santa Clara, CA, Boydton, VA and San Antonio, TX. Successful in helping 6 employees pursue other career opportunities and 4 pursue outside opportunities with other companies to avoid WFR. Assist Sr. Management staff to develop MVS offering to increase opportunities for Americas Deployment Services. Member of the Diversity & Inclusion Task Force for Professional, Managed & Field Services.

ESI/DCS SDS Deployment Project Manager

Dell EMC April 2013 - December 2017 4 years 8 months

Conduct deployment and validation activities at customer locations. Monitor technical activities and provide frontline support to field engineers providing materials assistance, voice to the customer and departmental coordination with other roles within of Data Center Services. Escalate field issues to appropriate team members for first time fix resolution, continuing to improve end product to customer. Developed Escalation Process using Sharepoint Database to drive for Quality Improvement. Provide reporting to senior Project Management and Executives. Developed database tool for faster completion of customer required reports. Early adopter of ServiceNow for Deployment Projects. Trained several Field Engineers as backup Project Managers for Deployment. Special Project PM with emphasis on Field Initiatives and process improvement. Wrote procedural manual for all regional.

ESI/DCS Integration Services Account Manager

Dell EMC August 2012 - April 2013 8 months

Administer integration program for one of Dell’s top 5 customers in the Data Center Solutions department. Identified as point of contact for the EMEA and APJ regions for that customer working with Engineering, Supply Chain Management, GRBO, Logistics and Vendor Partners to integrate rack solutions for customer meeting requested schedule of delivery. Oversee activities of team members and reporting to senior level Project Management and Executives.

Services Intake Manager (Team Lead)

Dell EMC January 2009 - August 2012 3 years 7 months Austin, TX

Provide pre-sales support and qualification of services deals for Large Enterprise division. Developed change control process for qualification and responsibility matrix utilizing Sharepoint. Function as a single point of contact for sales leaders in segment.

Services Solution Architect

SPHERION July 2008 - January 2009 6 months

Provide sales support and develop Statements of Work documents and proposals for Dell Managed Services Solution Design Center. Assist in capturing processes and documentation for Velocity Bid Desk on SharePoint website. Design custom solutions as needed to back up Solution Architects in Global, Medium Business, Federal, Public and Large Corporate Accounts.

Managed Services Deployment Project Manager

DynTEK May 2007 - January 2008 8 months

Design and implement a Managed Services Deployment for major computer manufacturers in their services division. Secure and supervise contract technical staff during deployment projects. Manage both desktop deployments and enterprise server deployment projects as needed and assigned.

Services Solution Architect

VOLT TECHNOLOGIES July 2006 - March 2007 8 months

Provide sales support and develop Statements of Work documents and proposals for Dell Managed Services Solution Design Center. Assist in capturing processes and documentation for Velocity Bid Desk on SharePoint website. Design custom solutions as needed to back up Solution Architects in Global, Medium Business, Federal, Public and Large Corporate Accounts.

Problem Coordinator Outsource Help Desk

Unisys Corporation August 2005 - July 2006 11 months Austin TX

Develop Problem Management program for assigned clients outlining and suggesting resolution to issues within the client environment and the internal solution to reduce cost and increase efficiency. Design and develop monthly and weekly reports that show productivity on key metrics for the internal solution. Conduct weekly and monthly reviews of problems within the environment. Utilize the principles of Six Sigma to address and resolve problems.

Technical Help Desk Technician

Unisys Corporation October 2004 - August 2005 10 months Austin TX

Provide seamless support for contracted client assisting the end user population with technical help and handling issues based on contract requirement. Aid end users with technical assistance and troubleshooting of a variety of hardware platforms, Microsoft Operating Systems, Microsoft Office, various commercial applications and client developed applications. Provide customer service and request management to insure proper handling and resolution of issues.

Software Support Technician

HBF Group, Inc December 2002 - April 2003 4 months Austin TX

Perform Oracle database administration on a UNIX platform for high volume communications customers. Use system administration skills to troubleshoot and tune HP-UX operating system. Troubleshoot hardware failures and develop procedures for backing up data for customer. Support legacy database on mainframes and provide conversion expertise from legacy product to Oracle database. Test new release applications prior to customer use, verifying functionality and documentation.

Administrative Traffic Analyst

BC Harris Publishing May 2002 - December 2002 7 months Austin TX

Provide analysis of productivity and call flow for inbound/outbound sales call center.

Develop strategies to maximize profitability to reach and exceed sales goals broken out over days, weeks, months and quarters. Assist sales agents with proven sales techniques.

Give technical assistance with Windows PCs, vt100 terminals and troubleshooting call center applications as needed.

Voice Recognition Software Support Team Lead

MD Productivity, Inc August 2001 - February 2002 6 months Austin TX

Manage technical team in an inbound call center in support of voice recognition application across all Windows platforms for medical professionals. Instill team building by defining and providing guidance on employee strengths and responsibilities and establishing career goals. Write and present employee reviews. Conduct meetings and presentations.

Call Center Analyst

Dell Computer Corporation June 1999 - May 2001 1 year 11 months Austin TX

Develop and implement procedures for workforce in call center. Keep workforce on target in order to meet call center goals. Responsible for scheduling of training, leave time, meetings and projects for technicians and first line management to maintain required service level and provide necessary time for workforce development.

Analyze and diagnose telecommunications issues. Partner with telecommunications staff in 10 call centers to resolve routing issues. Compile and report on call center metrics to upper management on a daily basis. Review and edit content of reports for posting in call center. Assist technicians in customer care procedures for optimal support of customer.

PC Support Technician

Dell Computer Corporation June 1998 - July 1999 1 year 1 month Austin TX

Render hardware and software technical support via telephone and email contact to personal business customers on Windows 3.1, 95, 98, 2000 and NT platforms and on MS Office products. Troubleshoot and dispatch hardware replacement and assist field technician with escalation and diagnostic issues.

Help Desk Consultant

A. Doten Consulting August 1997 - April 1998 8 months Milford OH

Providing an in-house help desk solution for manufacturing company with 700 plus users. Furnish customer service and technical support in a Windows95 and NT environment. Create Access database to log and inform LAN and system administrators about IT requests. Write and train procedures for permanent help desk staff.

Office Manager

Collings Guitars April 1996 - June 1997 1 year 2 months Austin TX

Provide office support to business manager through purchasing, bookkeeping, product support, shipping, secretarial and reception.

Develop shipping procedure and inventory control procedure for manufacturer.

Assist customers with inquiries and tours of facility.

Customer Service

On-Line Services Representative

Citicorp June 1995 - March 1996 9 months San Antonio TX

Support customers with financial planning and computer banking applications, including communications connections and software navigation. Perform account maintenance and process customer request. Troubleshoot modem connections and aid users with commands for service access.

SKILLS

Managing Resources in Projects and Direct Reports

Accountability

Active Listening

Agility

Authenticity

Call Center

Computer Literacy

Critical Thinking

Customer Service

Data Center Services

Fostering Teamwork

Inclusiveness

Influencing Others

Interpersonal Awareness

Interpersonal Leadership

Leadership Training and Development

Managed Service Providers

Managing Conflict

Metrics

Microsoft Office

Observant

People Leadership

People Management

Positivity

Problem Management

Process Improvements

Project Management

Remote Team Management

Resilience

Results focused

Risk-Taking

Self Confidence

Self Motivation

Solutions Design

Statement of Work (SOW)

Strategic Thinking

Technical Support

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