Hardware Technician Engineering Analyst

DANIEL B. LADD

Austin, TX ***** 512-***-****

********@*****.***

Summary

A proven leader with over 10 years of increasing responsibility managing IT technical accounts and projects. Skilled at managing cross-functional teams. Self-starter with high sense of ownership who is comfortable working under time pressures and autonomously. Creative thinker able to recognize a problem, define elements and assess risk to identify and execute optimized solutions. Organized, logical thinker with strong analytical and problem solving skills able to assess fundamental business value drivers, processes and workflow requirements. Known for ability to build frameworks to guide and facilitate group discussions. Intuitive relationship-builder with excellent stakeholder management and influencing skills. Effective communicator who connects with both technical audience and business units. Recognized for strong operational analysis, financial analysis, and metrics development. Demonstrated ability to align business goals with company’s strategic vision and work well independently or as part of a team. Strengths include:

Client Relationship Management Conflict Management Team Leadership Mentoring

Global & Cross-functional Collaboration IT Technical Expertise Meeting Facilitation

Change Management/Change Control

Professional Experience

Dell, Inc., Round Rock, Texas Oct ‘14 – May ‘15

EqualLogic Storage Analyst

Fielded customer hardware and software issues via a phone queue, documented issue and troubleshooting steps performed to resolve the issue.

Worked on heterogeneous server platforms, assuming ownership of issue resolution; communicated with customers and other support groups via phone and email to coordinate actions to resolve complex issues.

Served as point of contact as the SAN analyst responsible for rapid issue resolution which influenced pending customer orders with sales executives.

Reviewed customer provided software logs to determine point of failure and communicate findings/recommendations directly to the customer.

Proactively engaged the required team resources to ensure the customer expectation for issue resolution was achieved or exceeded in a timely manner.

Dell, Inc., Round Rock, Texas Sept ‘05 – Aug ‘10

Technical Account Manager/Global Enterprise Team

Handled 7 major corporate accounts ranging from IT Managers to CTO’s

Ensured a positive customer experience by providing oversight and management for customer support, planning and technical issues. Acted as the customer’s single point of contact for all post-sales delivery technical questions/issues.

Coordinated problem-solving efforts between customers and services support personnel for all hardware and software issues.

Performed investigation and analysis of product problems related to the customers’ installed equipment.

Made time sensitive, mission critical decisions that impact customer operations.

Field Technical Sr. Analyst July ‘04 – Aug ‘05

SCSI Solution Team/Americas Enterprise Services

Operated as a Remote Field Technical Advisor for Dell’s SCSI Solutions Team (SWAT).

Responsible for on-site installation, configuration, system upgrades, and repairs of Power Vault 220 Storage Arrays and servers to maintain high availability for mission critical environments.

Conducted onsite visits to analyze systems’ configurations and implement corrective solutions.

Performed analysis of customer’s equipment status to produce reports used to maximize optimization.

Supervised Pro-active Field Repairs on customer’s enterprise systems solutions, bringing systems in-line with the recommended engineering standards.

CSD Engineering Analyst Jan ‘04 – July ‘04

EEC Gold Server Queue/Americas Enterprise Services

Fielded customer hardware and software issues via a phone queue, documented issue and troubleshooting steps performed to resolve the issue.

Worked on heterogeneous server platforms, assuming ownership of issue resolution; communicated with customers and other support groups via phone and email to coordinate actions to resolve complex issues.

Served as point of contact as the Technical Account Manager for US and Canadian escalations submitted by the account teams seeking rapid issue resolution which influenced pending customer orders with sales executives.

Reviewed software logs to determine point of failure and communicate findings/recommendations directly to the customer.

Proactively engaged the required resources to ensure the customer expectation for issue resolution was achieved or exceeded in a timely manner.

Software Skills

Microsoft Server 2012, Microsoft Windows 10 Professional, Microsoft 365, Microsoft Teams, Cisco Webex

Professional Certifications

Microsoft Certified Professional – MCP number 1298209

Certified LAN Technician

Certified Hardware Technician

Military Service

U.S Navy 01/1980 to 11/1995

Opticalman 1st Class OM1 (SW)

Honorable Discharge 11/16/1995

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