Laura Gu

Experience

• 

  Dell Technologies

  Jan 2014 - now

  1. Maintain long term customer relationship e.g. Citi, BASF, KPMG, GE, Nokia - lead major installation, relocation, infrastructure transformation projects - improve device performance, enable business expansion, data intelligent management, data protection - recent year project revenue: $1.5 million 2. Explore customer potential requirement, develop sale opprotunity, involve presales discussion, solution design, achieve new bookings - Recent year sales contribution: $70,000 of service revenue 3. Team Work - 3 years Team Coordinator (20 team members) - Arrange weekly meetings, 50+ case sharings, ensure team compliance 4. Self-improvement - obtained 2 product implementation engineer certifications - completed ACP courses for managing agile projects - completed basic networking courses for efficient scope/risk management of networking product deployment Show less 1. Support elite APJ customers e.g. Macquire, Merrill Lynch, Ernst & Yong,,Goldman Sachs, up to 150+companies - act as customers' single point of service contact - resolve urgent troubleshooting escalations, ensure production line is stable and usable - coordinate product and support team, complete critical installation, relocation, HW/SW upgrade requests - resolve technical difficulty, improve operation efficiency Case Sharing: Urgent Data Unavailable (DU) escalation from BNP Paribas My Action: - quickly respond to customer, setup communication mechanism, synce up every half hour, report progress ensure clear information transparency - engage support teams, product expert, understand root cause, determine step-by-step action plan - inform leadership, assign fastest technical resource onsite, troubleshoot with remote team - resolve overnight all data recovered, customer feedback with satisfaction, avoided $1.2 million of business impact 2. Maintain customer relationship, explore sales opportunity as none sales personnel - total sales contribution in one quarter: $6000 3. Team Contribution - 3 years SME, responsible for drafting, approving, driving SOPs, participate in FSM system transformation program, optimize system function - coach business process, deliver trainings; facilitate team expansion (team grew from 10 to 150+ members) - 1 year Team Captain, direct team to follow standards, drive compliance Show less

  • Sr. Analyst, Services Project/Program Manager

    Jun 2017 - now

  • Account Services Representative

    Jan 2014 - Jun 2017