David Sanchez

Experience

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  Newspaper Printing Corporation

  May 1980 - May 1984

  Circulation Customer Service Manager

  Managed a team of Telephone Customer Service Representatives, dispatchers and drivers in a typical "complaint department" (CSRs would answer calls from customers logging complaints that their newspaper was not delivered).Responsibilities included interviewing, hiring and disciplinary responsibilities. Working with time sheets, calculating bonuses, and arranging morale-type promotions. Reporting of subscriber statistics to include complaints, new subscriptions (by source), temporary cancellations (e.g. vacation) and permanent cancellations, as well as data entry processes.Reported to the Circulation Director. Show less

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  Austin American-Statesman

  Oct 1984 - Nov 1989

  Circulation Customer Service Shift Manager

  Managed a team of Telephone Customer Service Representatives, Dispatchers and drivers in a typical "complaint department" (CSRs would answer calls from customers logging complaints that their newspaper was not delivered).Responsibilities included interviewing, hiring and disciplinary responsibilities. Working with time sheets, calculating bonuses, and arranging morale-type promotions.Reporting of subscriber statistics to include complaints, miles drivers drove to re-deliver, new subscriptions (by source), temporary cancellations (e.g. vacation) and permanent cancellations.Reported to the Circulation Customer Service Manager Show less

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  Progressive Corporation

  May 1990 - May 1992

  Customer Service Representative

  * Provided Insurance Quotes to Insurance Agents and directly to customers.* Analyzed initial Claim requests for direction.* Processed Endorsements and changes on Motorcycle and RV policies.* Processed mailed in Payments, Endorsements and Cancelations.

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  Microsoft Corporation

  May 1992 - Feb 2016

  Senior Support Escalation Engineer

  Over 20 years of experience resolving escalated technical issues with Microsoft products and technologies. Communicated, prioritized and managed relationships with Premier customers via telephone, written correspondence, or electronic media, regarding escalated issues in complex Microsoft Messaging environments.Collaborated with colleagues to solve escalated issues requiring broad, in-depth product knowledge that included support of additional technologies.Worked closely with Escalation Engineers and Product Teams in determining if issues were product defects (bugs) or by-design and preparing cases for submittal to Product Team as Hotfix Requests or Design Change Requests.Performed analysis of log files including installation logs, Exchange Server logs, Windows logs and Network traces.Experience with all versions of Outlook and Exchange 5.0 to Exchange 2016.Advised customers from planning to execution of migrations from Exchange 2007/2010 to Exchange 2013/2016/Office 365 and provided troubleshooting expertise during and after Exchange migrations.Configured and administered complex environments using Hyper-V technology, implementing Windows Server (2008 – 2012) technologies such as Active Directory, DNS, DHCP, along with Microsoft Exchange environments.Provided guidance to new and existing Support Engineers through mentoring and training delivery, which resulted in their professional growth.Contributed to the development and delivery of training courseware relating to Microsoft Windows, Microsoft Word, Microsoft Outlook, Microsoft Exchange and other technologies such as Networking, Active Directory and Group Policy.Authored Blogs and Knowledge Base articles, contributed to the creation of automated self-help solutions and shared expertise over social media. Show less

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  CIM Group

  Jan 2016 - now

  Primary responsibility is to provide support to the end user community and serve in a senior-level role within the Service Desk. Assist with infrastructure support tasks, performing problem management, leading and contributing to projects, and working with other senior members of the group to implement or upgrade platforms.• Respond to Service Desk tickets via email, phone, and in person to resolve technical requests from users through investigation/troubleshooting to resolve technical issues. Perform trend analysis to identify problems and provide Mobile Device Support (iPhone, android, blackberry)• Configure, and maintain small office network equipment including peripherals such as check scanners and bank security keys.• Centralized Desktop deployment including imaging and purchasing, invoicing and shipping of technology items. Assist with Asset management/inventory management.• Create and present small group presentations and training to end users on hardware/software applications Show less

  • Manager, Desktop Engineers

    Jan 2022 - now

  • Senior Service Desk Analyst

    Jan 2016 - Jul 2022