Joel Polese

Experience

• 

  Paulo Cesar Borsatti Me

  Oct 2003 - Jan 2007

  Technical Support

  - Installation and administration of network;- Residential and business service;- Installation and maintenance of computers and printers;- Support to sale and contract negotiations of micro and small enterprises.

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  Paulo Borsatti & Cia LTDA

  Jan 2007 - Jan 2008

  Administrative Partner - Sales and Technical Support

  - Sale and contract negotiations of micro and small enterprises;- Contract administration and finance;- Installation and administration of network;- Residential and business service;- installation and maintenance of computers and printers.

• 

  Borsatti Mercantil LTDA

  Jan 2008 - Jul 2011

  Technical Support Analyst

  - Technical support to external customers;- Support ERP system in public agency;- Advice to small businesses;

• 

  Dell EMC

  Aug 2011 - now

  Provide support on high complex solutions and emergent market on the environment for the 25 biggest customers from Dell EMC. Expert on troubleshooting, managing complex cases and critical situations that require soft skills to consistently improve customer experience. Strong verbal communication and problem solving skills. Ability to analyze and determine the most effective method of problem resolution, meeting the best practices of IT governance. - Technical support for enterprise Dell products (Servers, Blades, Backup Units and others);- High complex and critical cases support;- Sensitive customers support team member;- Technical trainer (University Program);- Internal technical coach;- Focal point for critical incidents and impacted customers. - Technical support for enterprise Dell products (Servers, Blades, Backup Units and others);- Participation on projects related of best practices to improve the troubleshooting;- High complex and critical cases support;- Internal technical coach; - Technical support for client Dell products (Notebooks, Desktops, Workstations and others);- High complex and critical cases support;- Negotiations on escalated incidents- Active support in the ramp up of new hires and trainees;- Focal point in English Conversation Program;- Backup operations in support staff;- Improvement initiatives of internal processes.

  • Resolution Manager

    Oct 2018 - now

  • Ent. Tec. Support Specialist - Top Customers Team

    Oct 2016 - Sept 2018

  • Enterprise Technical Support Engineer

    Jan 2015 - Oct 2016

  • Enterprise Technical Support Associate

    Feb 2014 - Jan 2015

  • Client Technical Support Sr. Analyst

    Aug 2011 - Feb 2014