Brent Ward

Experience

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  Dell Technologies

  Nov 2006 - Aug 2023

  Client Technical Support - Responsible for providing telephone/email/chat, online, social media and remote diagnostic technical support of desktops, portables, peripherals (e.g., printers, projectors, etc.) and software custom or off the shelf software – industry or proprietary. - Answers questions about installation, operation, configuration, customization, and usage of assigned products. Responsible for following defined policies & procedures (e.g verifies warranty entitlement, etc). - Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation. Principal Accountabilities - Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat, online, social media and phone.- Assists customers by diagnosing problems and providing resolutions for technical service or care issues.- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service ca lls/contacts.- Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions.- Identifies, researches and provides input on unique or recurring customer problems.- Remains knowledgeable of Dell’s product line, current industry products and technologies.- Focuses on delivering a positive customer experience according to Dell standards.- Monitors and tracks issues to ensure accurate resolution.- May be involved in revenue generation activities with current Dell customers.- Reviews and distributes pertinent cross-functional information.- Escalates more complex customer technical issues to senior level support. Show less

  • Inside Sales Leader

    Aug 2017 - Aug 2023

  • Inside Sales Account Manager

    Jun 2009 - Aug 2017

  • Prosupport Technical Representative

    Nov 2006 - Jun 2009
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  Lookout

  Apr 2024 - now

  Sr. Commercial Account Executive