Christopher Lapointe

Experience

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  United States Marine Corps

  Aug 2005 - Jul 2013

  3533- Logistics Vehicle Systems Operator

  • A logistics vehicle system operator operates motor transport tactical wheeled vehicles and equipment transporting cargo in support of combat and garrison operations; perform crew/operator level maintenance; and maintains all associated tools and equipment for assigned vehicles and equipment, to rated capacity, of which licensed to operate• As a squad leader, I was directly in charge of 13 Marines’ morale, welfare, and wellness both as a Marine and a civilian.• Deployed in support of Operation Iraqi Freedom December 2007-December 2008. Participated in over 100 support convoys to assist other forward operating units across the Al Anbar Province of Iraq Show less

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  Hockomock Area YMCA

  Mar 2008 - Apr 2011

  Teen Staff

  • Staff member responsible for the oversight of The Zone, a local after school hangout for teens ages 11-18.• Responsible for the oversight of Teen Dances and Teen Nights.• Outdoor Education (Ropes Course Staff) which included team building activities (Low Ropes) as well as High Ropes activities.

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  Dell Technologies

  Apr 2011 - now

  • The Designated Support Engineer is the central point of contact for product related issues and manages the customer relationship from a technical support perspective with minimal supervision. Provides proactive technical support and clearly communicates procedural and status updates in complex and often critical customer environments specific to Enterprise Storage Divison. The Designated Support Engineer may be designated to provide support to the customer remotely or on an exclusive basis at the customer site.• Understands the customer's technical environment through regular communication and business reviews. Develops support plans that recognize the customer's priorities, challenges, initiatives, and potential areas for improvement. Regularly reviews and provides guidance on upcoming product line features with customer. Provides regular status reports and outlines upgrade plans jointly with customer. Using independent judgment and technical expertise, the DSE identifies documents, and reports issues with design, reliability, and maintenance issues. May perform in a project leadership role.• Critical Technical Knowledge: Depending on the customer's EMC product suite being supported, the Designated Support Engineer will have an architectural understanding of the customer's storage environment. This may include product components from the software or hardware offerings of EMC. Symmetrix, Clariion, Celerra Centera and switch expertise will be taken into consideration for specific platforms-based DSE positions. The ability to utilize various diagnostic utilities will be essential to these positions.•Works closely with engineering, product management, and other key internal organizations to drive innovation and performance around product requirements, enhancements, process improvements, and industry best practices. Show less • After training/learning period, manages own schedule of cases, which includes determining priority levels and sometimes will include negotiating and setting expectations with customers.• Applies technical knowledge to analyze and use highly technical troubleshooting tools, content and analytical practices; uses operational and diagnostic procedures to resolve issues in unique and sometimes complex customer environments.• As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required.• As appropriate, determines which tool(s) to use to resolve issues including running tests.• Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.• Interfaces directly with customers.• Maintains a closed-loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status".• May need to engage or escalate to more senior resources to resolve more complex issues. • Participate in eService content creation (selfservice) such as Chat, and Support forums. • Responsible for sharing acquired knowledge concerning problem resolution with others to be used in future problem resolution. Show less • Directs customer calls to the proper location and department.• Prioritizes calls and escalates appropriate customer issues.• Adheres to product specific guidelines, procedures, and best practices.• May be required to work overtime, alternative work schedule or change shift as business dictates.• Responsible for handling customer and internal phone calls regarding hardware, software, and licensing service requests.• Create service requests concerning break/fix issues using Oracle Applications and other software applications.• Provide status updates for customers and internal employees regarding existing service requests.• Trained as an Elite CST, so primary focus was handling calls from EMC's top 125 customers . Show less

  • Designated Support Engineer

    Oct 2017 - now

  • Technical Support Engineer 2 - FAST SME

    Oct 2014 - Sept 2017

  • Technical Support Engineer

    Oct 2012 - Sept 2014

  • Elite Customer Support Technician

    Apr 2011 - Sept 2012