Customer Service Technical Support

Valerie Larson

Cell: 512-***-**** **********@*****.***

EXPERIENCE

Dell Technologies 2000 – 2/2023

Project Management Sr. Advisor - PG Platform Development/Sustain (Storage) 2/2020-2/2023

Responsibilities: Management of Storage Hardware Sustaining Portfolio

Created and maintained platforms BOMs, ECO, ECR, SDoC and Drawings

Request sku(s)

Maintain all Block activity as Block PjM

Post new SWB to Dell support site.

Contributed to the launching of 4 platforms and maintaining 20+ platforms in sustaining.

Maintain budget and order material.

Senior Advisor, Product Marketing – Product Group Platform Development/Sustain (Wyse) 2012 - 2020

Responsibilities: Global management from development to launch of the full Wyse Thin Client Hardware and Software Portfolio

Worked on transitioning 34 Wyse legacy models to the original Dell Agile Product Hierarchies 10 Dell normal, acting as lead for all BOM and Chassis set-up for all regions.

Worked to build external alliances with other teams to support Wyse and manage all challenges to transition to Dell normal.

Create unique configurations for special customers, McDonalds, Auto Zone, Microsoft, Amazon, Starbucks, etc.

Launch new Wyse Hardware and Software following the Dell process.

Point of contact and subject matter expert for various departments such as sales, technical support, customer service, escalations team and business operations

Created and maintained platform BOMs for all regions.

Created and maintained platform FGAs for US and Canada

Created and maintained platform Order Codes for US and Canada

Served as PLO responsible for guiding engineering team through the product development

cycle from concept/design phase to end-of-life.

Participated in interlocks with Core team to ensure milestones and deliverables were met.

Resolved customer concerns and escalations regarding the sale/delivery of products with internal departments such as customer care, technical support and financial services in order to insure a positive customer experience.

Interacted with WW BU, pricing teams, regional sales and marketing leaders, global supply chain and technical presales support.

Interacted with CoC (Center of Competence) to develop and manage new product launches at regional level, interfaced with CoC/PG on products, forecasted mix and supply issues.

Identified risks with meeting RTS and developed appropriate plans to remedy same

Senior Advisor, Product Marketing - Product Group Platform Development/Sustain (OptiPlex) 2011 – 2012

Responsibilities: PLO responsible for launching new OptiPlex from product development through end of life.

Developed and maintained project schedules.

Interfaced with platform Core Teams for scheduled milestones and sample deliveries

Led weekly vendor interlocks to ensure deliverables were met.

Created and maintained platform and peripheral Bill of Material (BOMs)

Create sku(s) and order codes.

Point of contact and subject matter expert for various departments such as sales, technical support, customer service, escalations team and business operations

Project Management Advisor – Product Group Platform Development (Latitude) 2000 – 2005

Project Management Sr. Analyst – Product Group Platform Sustaining (Latitude) 2005 – 2011

Responsibilities: Engineering Project Manager responsible for guiding engineering team from product development through Engineering Development and Sustaining

Led Engineering Extended Team meetings.

Identified program risks and helped develop mitigation plans.

Participated in interlocks with ODM to ensure milestones and deliverables were met.

Maintained system allocation spreadsheet for Core and Extended Teams

Maintained Budget for each project.

Developed and maintained detailed project schedules.

Drove Extended Teams to meet agreed-upon deliverables.

Created and maintained platform BOMs and SDLs

Interlocked with Sustaining Block Release Team for new peripheral additions to existing platforms.

Initiated and evaluated Engineering Change Orders (ECO), 200+ annually.

Established reputation as sought-after subject matter expert on BOMs structure.

Served as mentor and trainer in Taiwan for 3 months to several peer project managers.

Point of contact and subject matter expert for various departments such as sales, technical support, customer service, escalations team, business operations, demand supply

Dell Tools

Agile (Product Lifecycle Management)

Ariba Cloud

Domino

DSA

E.B.I./Hardware Configurator/FSR/GOV/GAFP/Harmony

M-Track

MS Office Apps

Support Site

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