Thomas Grobelny

Experience

• 

  EMC

  Jul 2010 - Apr 2016

  2013 NY/NJ’s MVP Award recipient for field engineer. Performed corrective maintenance activities on data center storage arrays, including hardware replacements, software upgrades, troubleshooting, and more for customers in NY/NJ. This role required self-management of my daily tasks and schedule, regular travel to customer sites often between 100-200 miles per day, and working late and off-shift/weekend hours to meet customer’s scheduling requirements or handle critical issues through to completion. Show less

  • Sr. Account Service Engineer

    Jul 2015 - Apr 2016

  • Sr. Customer Service Engineer

    Jul 2012 - Jun 2015

  • Associate Customer Service Engineer

    Jul 2010 - Jun 2012
• 

  Dell EMC

  May 2016 - now

  Technical Support Engineer III (Global technical team lead & trainer)

  Technical team lead for a global team (70+ engineers) that specializes in call-home alerting and connect-in connectivity for Dell EMC’s product suite. Helped start this team from the ground up. First, it was just my idea, which then became a pilot, and is now a successful team that has reduced a large amount of workload and cost for the company by taking the work out of the field. Run team calls and deliver training. Participate in global calls and deliver presentations that help shape the future of remote connectivity at Dell EMC. Constantly work to improve my team's processes and tools to make the engineers more efficient and reduce non-value add work. Work closely with my diretor, his superior, other leaders, the product team, IT, product engineering, and product developers on a regular basis to make improvements in the remote connectivity space at Dell EMC and reduce service request volume to achieve significant cost savings for the support organization. This work has directly resulted in millions of dollars being saved per year. I am the top escalation point for the global remote connectivity team and have personally trained all of the subject matter experts that support each geo (currently 6 total). Work closely with WIRPO team members, team leads, and managers that are working on our team out of India. I cover for both my director and the support team manager on a regular basis when they are in meetings, out of the office, or unavailable. I deflect whatever workIoad I can for them by taking the initiative to handle requests and queries that come into our team that would otherwise fall on their plates. I travel abroad to deliver training. I currently focus heavily on projects that decrease service request volume by addressing root causes of volume driving issues, reduce average handle times for our engineers, automate processes, improve the customer experience, and improve the tools used by both customers and support via UI redesign and logic changes. Show less