Chris Enoch

Experience

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  SharWest Inc

  Sept 1993 - Aug 1994

  Computer Associate

  I began as an administrative assistant with duties consisting of filing, answering the phone, proofreading, typing, creating slide presentations, and database maintenance. My responsibilities quickly increased to include the programming of a multimedia product demonstration, the production of the company newsletter, research through various online services, installation of computer hardware and software, computer and network troubleshooting, object-orientated data modeling, and the programming of a invoicing system. Show less

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  PC Connexion

  Apr 1998 - Oct 1998

  Field Service Technician

  I was responsible for troubleshooting and repairing PC's in both standalone and network environments, primarily onsite. I installed new computer systems and networks. I built new computer systems and performed Quality Assurance tests on new builds and serviced machines. I also answered incoming technical support telephone calls.

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  Manpower

  Oct 1998 - Mar 1999

  Computer Technician

  Wang Global: I was contracted with one other technician to install a Dell PowerEdge Server, and 26 Dell Optiplex workstations, at Olde Discount Brokers in Austin.Unisys: I was a team member of seventeen technicians contracted to upgrade 750+ IBM workstations at the IRS offices in Austin. We installed memory, ghosted, scripted and tested each machine.Unisys: On several occasions I was a team member of 12 technicians contracted to install new Compaq workstations at the Social Security Administration office in Austin. We physically setup the machines, scripted, and performed Networking Testing and Acceptance Procedures (NTAP) on each machine.Vignette: I was one of three technicians contracted to assist the MIS department during a company move. We dismantled servers in the server room, and workstations in the engineering lab, and then set them up at the new location. I installed Bay Network gigabit switches, and performed troubleshooting on network connectivity problems that presented themselves after the move. Show less

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  Dell

  Mar 1999 - Mar 2003

  My primary responsibility was to provide management of service deliverables to large corporate, global and government customers who purchased gold technical support contracts. I managed internal and external resources to drive technical issues to resolution, then provided post incident analysis and reporting. I supervised and quality audited a team of 20 technicians, determined and executed Dell support policy through the technicians, and provided technical expertise on Latitude Notebooks, Optiplex Desktops, Precision Workstations and PowerEdge Servers to our technicians and customers. I traveled onsite to resolve complex technical issues which were account threatening in nature. I provided quarterly service performance reporting to accounts, and periodic platform change notification. Show less I was responsible for creating a team of 25 technicians whose duties were to provide exceptional support to Dell Relationship customers on Dell TrueMobile 802.11 wireless networking products when WLAN solutions first hit the market. I interviewed and selected the technicians from a pool of 250 candidates, then developed and delivered advanced technical training to the team. I also built and maintained our internal wireless networking support website. In addition, I handled advanced wireless networking escalations which occasionally required onsite travel. My responsibilities included working closely with Marketing, Product Group, and Engineering on wireless product development, support and sustaining issues which had a global impact. Show less My primary job function was to provide second level technical support to Dell Major Account Portable Technicians, Dell System Engineers, and Dell Service Account Managers via the L2 Queue. Secondary job functions included working third level engineering issues for Latitude International Product Support, traveling onsite to resolve complex technical issues, providing onsite product training to customers, coordinating new product training for over 150 technicians, handling executive level technical escalations, developing then delivering technical training to technicians, and auditing new hire training classes then implementing improvements to the content and delivery. I provided technical development to a team of 25 technicians using monthly call audits, team training, and technical correspondence. I also provided proactive technical assistance to the department via live monitoring of call statistics and identification of calls that I could help technicians resolve. The identification, replication, and escalation of technical issues, which required hardware reworks, BIOS updates, or driver updates to internal product support engineers was another key responsibility. Show less My primary job function was to provide technical support to Dell Major Account Portable Technicians, Dell System Engineers, and Dell Service Account Managers via the L2 Queue. My secondary job functions included handling executive level technical escalations, delivering technical training to new technicians and technicians from other departments, auditing new hire training classes and implementing changes in content and delivery. I also provided technical development to a team of 25 technicians via monthly call audits, team training, and technical correspondence. This included live monitoring of team call statistics to identify long calls and provide proactive technical assistance. I identified, replicated, and escalated technical issues, which required hardware reworks, BIOS updates, and driver updates to internal product support engineers. Occasionally, I traveled onsite to solve technical problems. Show less

  • Technical Account Manager

    Jun 2002 - Mar 2003

  • Wireless Network Analyst

    Mar 2001 - May 2002

  • Relationship Portables Technical Analyst

    Sept 2000 - Feb 2001

  • Relationship Portables Technical Specialist

    Nov 1999 - Aug 2000

  • Relationship Portables Senior Technician

    Mar 1999 - Oct 1999
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  Dell

  Dec 2003 - now

  I provided technical application support in the Dell IT Online space. I supported primarily .NET, and Java applications hosted on IIS and Weblogic systems, with SQL and Oracle back end databases. These applications included the ecommerce portions of the Dell.com website, along with offline applications which facilitated the configuration, pricing, and promotion of product online. I was responsible for working with multiple IT teams to deploy new and updated applications. I also remotely trained overseas support personnel and resolved escalated issues. Show less

  • Virtualization Engineer

    Jan 2010 - now

  • Availability Management Analyst

    Mar 2009 - Jan 2010

  • Application Management Analyst

    Feb 2007 - Mar 2009

  • Platinum Support Analyst

    Jan 2005 - Feb 2007

  • Gold Server Analyst

    Dec 2003 - Jan 2005