Experience

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  Us navy

  Jan 1975 - Jan 1988

  Radiological controls shift supervisor

  ★ Served aboard nuclear submarines★ Department of Defense Police - Patrol Sergeant★ San Diego SWAT K9 Training Program Volunteer

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  Dell technologies

  Jan 1992 - Feb 1993

  Operations manager

  ★ Hired, trained, scheduled and supervised 500+ security officers.★ Managed supervisory and administrative personnel.★ Conducted customer site visits and inspections.★ Negotiated client service contracts as necessary.★ Provided customer service to all existing and potential clients.

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  Preferred security

  Feb 1993 - Dec 1994

  Operations manager

  ★ Managed day-to-day operations of private security company.★ Negotiated customer contracts.★ Interviewed, hired, trained, scheduled and supervised up to 200 security officers.★ Completed reports necessary for company operations.

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  Majik computers - majik net

  Feb 1995 - Jul 2002

  Managing partner

  ★ Provided hands-on leadership for network design, system implementation, maintenance and data security projects.★ Managed all operations of Internet Service Provider (ISP) and increased customer accounts from 10 to over 500, in less than five years.★ Significantly grew both businesses and facilitated their profitable sale in 2002.

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  Dell technologies

  Jul 2002 - now

  Enterprise technical support engineer, server

  ★ Serve as a front-line telephone support engineer for Enterprise customers.★ Assist enterprise-level customers in troubleshooting requirements to repair and enhance system performance.★ Support and mentor team members in processes and procedures, accepting calls from onsite technicians.★ Managed a Business Process Improvement (BPI) project that won the Dell World Quality Day Competition.★ Engage in cross-functional collaboration with various departments to provide results-driven customer service.★ Respond to situations where first-line product support has failed to isolate or repair problems for the customer.★ Represent the company to the customer to ensure satisfaction.★ Provide telephone email, chat and remote diagnostic technical support of servers, storage, switches, routers, blades and various software applications, answering questions regarding installation, operation, configuration, customization, performance and usage in addition to verifying warranty entitlement and determining appropriate action.★ Apply diagnostic techniques to identify issues, investigate causes and recommend solutions.★ Educate customers on best practices to preclude future issues.★ Work with disgruntled customers where other techs have failed to resolve issues, taking case ownership and managing through resolution.★ Consult with senior SMEs and vendors to resolve problems and develop solutions/improvements to procedures and documentation. Show less