Paul Maynard

Experience

• 

  Dell Technologies

  Jun 2008 - Dec 2021

  • Supervise the activity of 25 Technical Support Engineers within the Connectivity/Vplex Support Lab• Responsible for updating and creating reports for Connectivity and Vplex teams• Manage day to day queue volumes and escalations within the technical support lab• Manage incoming calls from SAM's, Escalation Manager's, Field CE's and customer's for appropriate routing of all service requests • Provides technical support to field support personnel and EMC customers and EMC distributors troubleshooting hardware errors• Works with customers to resolve technical issues.• Troubleshooting hardware/configuration issues with Cisco Departmental/Director Class Switches. • Knowledgeable of End-to-End Storage Area Network Connectivity.• De-escalate irate customers • Provided technical support to field support personnel and EMC customers and EMC distributors• Created, researched, and updated service requests.• Assigned service requests to the correct product teams.• Provided customer with accurate call back times and confirmed all contact information in the EMC database was correct.

  • Work Flow Manager

    Jan 2012 - Dec 2021

  • Technical Support Engineer

    Jun 2010 - Dec 2021

  • Customer Support Technician

    Jun 2008 - Jun 2010
• 

  Cohesity

  Jan 2022 - now

  Work Flow Manager