HW/SW, Customer Management, Project Management, Presentation Skills
Resume:
WILLIAM M. BERGER, JR.
Atlanta, GA **********@*******.***
678-***-**** linkedin.com/in/williambergersa
PRINCIPAL SOFTWARE SUPPORT ENGINEER
SERVICE DELIVERY BUSINESS PROCESS INTEGRATION
Self-motivated, flexible, and analytical senior-level Principal Software Support Engineer with experience in providing technical support, engineering support, and service to Fortune 500 companies. Functional expertise spans customer support services, engineering support and IT delivery support, and is complemented by technical and functional expertise in server, network, storage, and data protection solutions, as well as business process integration for implementing new IT services and solutions. Takes initiative and uses sound judgment to analyze and solve problems efficiently. Goal-oriented, loyal, and punctual, with a high level of energy and deep level of integrity.
CORE COMPETENCIES
Customer Management Project Management Presentation Skills Coaching Teaching
Technical and Customer Communication Critical Thinking Service Operations
Vendor Management Teamwork Time Management Planning / Prioritization
PROFESSIONAL EXPERIENCE
DELL EMC, ATLANTA, GA 9/2016 – PRESENT
Principal Software Support Engineer 9/2016 – Present
Applies advanced systems level technical expertise to resolve highly complex systems level customer issues that may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Customer Engineers, or remote maintenance calls and Web Support Calls.
Uses independent judgment to accomplish objectives.
Accepts escalations from other technical team members as a subject matter expert, shaping group operations with depth of knowledge.
Works closely with Engineering and other technical business units to increase knowledge and resolve customer issues.
Identifies and provides resolutions to a diverse range of complex technical problems.
Mentors others in providing validated technical information, support process instructions and special support requirements. Engineers provide problem determination and resolution for customer issues.
Develop and implement resolutions to identified problems and follows standard practices and procedures. Identifies, records, and works with management to proactively revise current procedures and tools to improve customer satisfaction.
Develops broad knowledge of the organization’s mission and strategy and relates it to day-to-day issues. Challenges existing processes based on industry best practices, enhances these for the benefit of all.
Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues. Identifies, documents, and escalates customer issues to senior resources.
Effectively communicates procedural and technical issues to internal and external customers in a fast
paced and customer critical environment. 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 resolution.
Contributes to centralized problem identification and resolution database may provide senior or expert level tasks similar to Engineering for assigned products or skills.
Uses judgment, creativity, and sound technical knowledge to obtain and recommend solutions. Identifies, documents and reports design, reliability, and maintenance issues.
Gains support and commitment from others and mobilizes people to take action.
William M. Berger, Jr. **********@*******.*** Page 2
Understands and leverages EMC''s technical communication
structure. Sphere of influence extends well outside of the department.
Leads efforts in facilitating problem recreation and failure analysis of systems level issues. Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. May 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.
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
Makes a recommendation to higher level technical support engineers or management for improving processes, standards, and strategies. Regularly submits content to the knowledge database.
Engineering support for Dell Isilon/PowerStore products with focus on Hardware components
Engineering support for Dell ECS Unstructured storage products with focus on Hardware components
Senior Solutions Architect 8/2014 – 9/2016
Provides technical and/or (business consultative) services during the pre-sales and/or post-sales cycle.
Provided technical or business analytical leadership for specific product groups or business objectives in order to engage the customer or implement and maintain an engagement.
Developed strategies, policies, and best practices for the customer.
Developed and cultivates strong customer relationships ensuring a 'customer for life' relationship. Holds responsibility for achieving the highest level of Customer Satisfaction for every customer. Expected to have strong customer-facing skills including negotiation, conflict resolution, and crisis management.
Adhered to and utilizes proper Escalation and Change Control procedures. Prepares, maintains, and submits activity/progress reports and time recording/management reports in accordance with published procedures.
Stayed current on technical specifications for hardware/software requirements of EMC and industry products through professional associations, trade journals, networking and associated training and seminars. Responsible for sharing information and best practices with others. May be required to support and instruct less experienced co-workers, through classroom training sessions or on-the-job mentoring.
Provided technical leadership during the implementation of an engagement. Participates in the installation, customization, and integration of a solution. Maintains awareness of existing or potential customer software/hardware situations. Proactively alerts project management and sales team of potential problems and solutions.
Supported the design and development of the technical content defined in the Statement of Work. Designs the EMC solution and supports the installation, customization, and integration of the solution. Prepares technical architectural and implementation design documents and works with the Project Manager to develop the implementation plan. Works closely with the Project Manager to define project deliverables and schedules. Helps to identify and leverage EMC and Partner Resources in order to satisfy the technical needs and objectives of the implementation.
Tapped as a lead technical expert in the pre-sales qualification and is responsible for the delivery of the technical architectural design, strategizes and plans that will be delivered in the engagement. Responsible for the creation of proposals that address current and evolving client requirements. Develops and articulates solutions based on a customer's strategic business or technical requirements
Leads requirements gathering for project engagements
Leads project quality assurance activities, including performing technical QA reviews on components for a team and performing QA reviews of code documentation
Supervised staff on project engagements in large projects where many technical people may be involved.
ViPR Implementation Specialist
EHC/ViPR Integration
Neutrino
William M. Berger, Jr. **********@*******.*** Page 3
Principal Software Support Engineer/Technical Support Engineer 7/2012 – 8/2014
Applied advanced systems level technical expertise to resolve highly complex systems level customer issues. Customer issues may be received by Support Centers through automated dial-homes, voice initiated technical calls from Customers, Customer Engineers, or remote maintenance calls and Web Support Calls.
Used independent judgment to accomplish objectives. Accepts escalations from other technical team members as a subject matter expert, shaping group operations with depth of knowledge. Works closely with Engineering and other technical business units to increase knowledge and resolve customer issues.
Identified and provides resolutions to a diverse range of complex technical problems. Mentors others in providing validated technical information, support process instructions and special support requirements. Engineers provide problem determination and resolution for customer issues. Develop and implement resolutions to identified problems and follows standard practices and procedures.
Identified, records and works with management to proactively revise current procedures and tools to improve customer satisfaction. May need to engage or escalate to more senior resources to resolve more complex issues.
Developed broad knowledge of the organization’s mission and strategy and relates it to day-to-day issues. Challenges existing processes based on industry best practices, enhances these for the benefit of all.
Applied advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues. Identifies, documents, and escalates customer issues to senior resources.
Effectively communicated procedural and technical issues to internal and external customers in a fast paced and customer critical environment. 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 resolution. Contributes to centralized problem identification and resolution database may provide senior or expert level tasks similar to Engineering for assigned products or skills.
Used judgment, creativity, and sound technical knowledge to obtain and recommend solutions. Identifies, documents and reports design, reliability, and maintenance issues. Gains support and commitment from others and mobilizes people to take action. Understands and leverages EMC''s technical communication structure. Sphere of influence extends well outside of the department.
Led efforts in facilitating problem recreation and failure analysis of systems level issues. Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution. May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other EMC Technical Support co-workers as appropriate.
Monitored and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases.
Validated 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
Made a recommendation to higher level technical support engineers or management for improving processes, standards, and strategies. Regularly submits content to the knowledge database.
Principal Software Support Engineer 7/2006 – 8/2014
Working under minimal direction and exercising considerable latitude, provides technical expertise in developing solutions to complex software engineering problems, which require frequent use of ingenuity and creativity.
Provided work leadership to others. Interfaces with senior management to provide and obtain information regarding project direction. Assignments may include new products as well as upgrades, and enhancements or fixes to existing products.
Wrote functional detailed design specs as well as responding to requirement documents and system level test plans.
Acted as significant contributor to organizational goals and objectives.
Interacted cross functionally on matters that require coordination across organization lines.
Held accountability for overall product and/or serve as a customer advocate, may represent organization as principal customer contact.
Collaborated well with other engineers and other engineering groups, voluntarily shares information.
William M. Berger, Jr. **********@*******.*** Page 4
Offered proposed design changes/suggestions to processes and products, exerts significant latitude in determining objectives of an assignment.
Exercised considerable latitude in determining technical objectives, without appreciable direction.
Partnered with vendor development teams to develop and enhance X-Ray parser diagnostic tool and several standalone utilities for EDL support purposes.
Developed and present training documents and classes for both engineering and customer support personnel.
Provided consultation for engineering white papers
Provided engineering on site customer support to collapse support and engineering issues both in Domestic and international (Current Passport).
EDL Engineering Support Team Lead
Provided escalation point for EDL Engineering Support team
Manager of the Day (MOD) Rotation
Attended and provide input/feedback at program meetings
Provided failure analysis
Provided problem recreation
Developed and document troubleshooting procedures and knowledgebase articles
Worked with CLARiiON, Symmetrix, Data Domain Storage, And Quantum VTL subsystems.
Worked with SAN, LAN and WAN issues
Worked directly with customers. Exceptional interpersonal and customer relation skills.
Provided Multi-level Troubleshooting Skills
Worked with Windows and Linux O/S
ADDITIONAL RELEVANT EXPERIENCE
Data General Corp/EMC, Atlanta, GA, Tech Support Engineer IV CLARiiON L3 “Fly” Team
Data General Corp, Atlanta, GA, Remote Software Support Engineer (T2)
Data General Corp, Atlanta, GA, Remote Hardware Support Engineer
Data General Corp, Gulfport, MS, Field Engineer
Xerox Corp, Jackson, MS Service Center Technician
EDUCATION
Associate of Science (AS) in Electronic Engineering Technology
PEARL RIVER JUNIOR COLLEGE, Poplarville, MS
CERTIFICATIONS
MCSE
VTSP 5.5
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