David Gambone

Experience

• 

  GSK

  Jan 2003 - Feb 2004

  Help Desk Analyst

  • Provided help desk support for worldwide pharmaceutical company Glaxo Smith Kline. • Duties included working in a team environment, troubleshooting hardware and software issues, escalated unresolved problems to the appropriate contact and following up on those problems until they were resolved.• Maintaining and trouble shooting clients accounts and profiles.• Other duties include configuring client’s settings and folder structures.

• 

  Merck

  Feb 2004 - Jan 2005

  Help Desk Analyst

  • Provide second level phone-based technical support to global pharmaceutical company Merck.• Duties include providing an advanced problem resolution service.• Applying advanced trouble shooting skills and ability to diagnose problems logically.• Understanding and using call-tracking software to create, update, pass, and close problem tickets.• Acknowledging and meeting all service level objectives while working within a team environment.

• 

  Dell EMC

  Jan 2005 - now

  • Perform complex installations, proactive and reactive maintenance of EMC equipment at customer locations or remote.• Diagnose, manage and correct hardware/software problems that are of a complex in nature. Complete tasks in a timely and professional manner with minimal assistance. Utilize diagnostic aids, tools, test equipment, technical bulletins, and other available reference material.• Manage a large number of accounts as well as the more complex accounts that include a variety of solutions. Lead technical and management conference calls; provide status updates to customers, Global Services management and account team. Understand the customers needs and develops appropriate action plan to meet those needs in conjunction with account team.• Act as the Sr. Lead Account Engineer for escalations on specific problems relating to assigned accounts. Responsible for follow-up, root cause and fault resolution. Show less

  • Senior Account Service Engineer

    Jun 2010 - now

  • Customer Engineer

    Jul 2006 - Jun 2010

  • Associate Customer Engineer

    Jan 2005 - Jul 2006