Senior Enterprise Support Program Manager

Douglas Brown III

512-***-**** ********@*****.*** CO

SUPPORT SPECIALIST

• Technical Program Manager with 12+ years of experience leading complex, global enterprise support initiatives and software deployment projects.

• Managed high-severity technology migrations and infrastructure projects for global accounts, maintaining

~98% uptime and service continuity during transitions.

• Expertise in troubleshooting complex systems and coordinating cross-functional engineering teams to resolve critical technical issues for major enterprise customers.

• Proven track record of improving operational efficiency by approximately 20% through strategic process improvements and advanced workforce management.

WORK EXPERIENCE

Dell Technologies

Program Management Sr. Advisor Jan 2010 - Present

• Managed global technical support initiatives for cloud services, ensuring seamless software product launches and high-touch engagement for enterprise accounts.

• Led complex technical integrations and infrastructure migrations, standardizing global communication systems for major enterprise support operations.

• Optimized support operations through advanced workforce management tools, improving key performance metrics and the overall customer experience.

• Implemented strategic process improvements to reduce customer effort and enhance the quality of technical service delivery.

• Directed a global project team for large-scale telephony migrations, coordinating across engineering and product teams to ensure successful deployment.

• Served as a senior escalation point for high-severity technical issues, ensuring rapid resolution and clear communication with key stakeholders.

Call Center Operations Manager / Business Continuity Lead Oct 2006 - Nov 2010

• Directed enterprise support operations and capacity planning, consistently meeting performance targets for customer support excellence.

• Executed incident management process improvements that significantly reduced resolution times across global enterprise support organizations.

• Developed and maintained incident response playbooks to ensure business continuity and rapid recovery for critical customer-facing systems.

Enterprise & Client Technical Lead Sep 1999 - Oct 2006

• Led technical support teams in troubleshooting complex server and networking environments for enterprise-level clients.

• Provided high-touch technical guidance to senior customer IT leaders during complex system troubleshooting and hardware deployments.

EDUCATION

Austin Community College

CERTIFICATIONS

ITIL v3 Foundation Certification

Six Sigma Green Belt Certification

Six Sigma Yellow Belt Certification

Microsoft Certified Solutions Associate (MCSA)

Microsoft Certified Systems Engineer + Messaging (MCSE, Server 2000) CompTIA A+ Certified (Hardware/Software)

CompTIA Network+ Certified

SKILLS

Technical Support & Incident Management: Technical Support, Escalation Management, Troubleshooting, Incident Management, Business Continuity & Disaster Recovery Enterprise Client Success: Account Management, Customer Support, Cross-Functional Collaboration, Knowledge Management, Stakeholder Communication

Operations & Process Improvement: Process Improvement & Change Management, Six Sigma Green Belt Certification, Workforce Management & Capacity Planning, Contact Center Operations & KPIs, Agile Methodologies

Technical Systems & Infrastructure: Software Products, Integrations, CompTIA Network+ Certified, ITIL v3 Foundation Certification, MCSE & MCSA Certifications

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