Drew Spence

Experience

• 

  EMC

  Jul 2010 - Feb 2016

  Manages the delivery of customer engagements for EMC. Responsible for managing the full life cycle of projects or programs from requirements gathering through customer service handover. Acts as primary interface to the customer, vendor and all EMC personnel associated with the engagement. Responsible for assisting in the management of low risk projects. Responsible for the execution of standard project plan. Maintains project quality and focus as directed. o Coordinates standard project plans, delivers against standard statements of work (SOW). Performs services based on level 1 services of a short term nature, primarily in a single practice.o Ensures the successful completion of required deliverables/milestones. Ensures system based project closure.o Understands the importance of customer satisfaction and acts accordingly. Makes management aware of potential issues or customer escalations.o Point of contact for project schedule.o Provide performance feedback to management.o Stays abreast of current industry trends and new technologies. Complete quarterly accreditations.o Performs other duties as required. Show less Perform preventive and remedial maintenance of EMC maintained products at customer locations in different operating environments. · Adheres to product specific guidelines, procedures, and best practices.· Diagnose system malfunctions to isolate problems to EMC, other OEM vendors or software and develop appropriate action plans.· Perform pro-active and reactive maintenance and hardware FCOs according to established procedures.· Perform part replacements and hardware firmware (microcode/FLARE) upgrades as assigned or directed.· Updates CSI at the completion of an event.· Assure complete customer satisfaction by adherence to the following: Prompt onsite arrival time, Technical expertise, Professionalism.· Must communicate with customer before, during, and at the completion of the activity.· Includes the timely and accurate submission of all associated documentation as well as parts returns within 24 hours of an event.· Maintains all assigned spare parts, tools and test equipment.· Perform other duties as assigned by supervisor or senior employee. Show less

  • Project Manager

    Apr 2013 - Feb 2016

  • Customer Engineer

    Jul 2010 - Apr 2013
• 

  AHEAD

  Feb 2016 - now

  • Program Delivery Manager

    Feb 2023 - now

  • Program Delivery Lead

    Aug 2021 - Feb 2023

  • Senior Project Manager

    Feb 2016 - Jul 2021