Anthony Hicks

Experience

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  Dell Technologies

  Dec 2011 - Aug 2022

  - Coordinated and assisted with Warranty Break fix dispatches- Resolved any issues with the dispatch to ensure SLA was met through Dell's monitoring tool- Worked with internal customers through phone/email/ chat to provide status updates and assist with any issues they had- Escalated any potential issues with dispatches to our 3rd party vendors to avoid SLA misses- Provided timely updates to our external customers on any potential delays with their pats and/or service.- Communicated with our Escalation Managers on any major SLA issues Show less

  • Incident Manager

    Nov 2020 - Aug 2022

  • Command Center Sr Analyst

    Dec 2011 - Nov 2020
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  VMware

  Aug 2022 - Nov 2023

  Sr Support Services Manager

  Provide holistic oversight and advocacy of customers overall support experience by maintaining familiarity with my customers team, use cases, and environment.Acts as a single point of accountability for customers support request managementEngages in proactive support assistance, guidance, and recommendations for customersProvides support request and critical situation managementFacilitates reoccurring team meetings to review support requests, status updates, and upcoming projectsEnsures root cause analysis is formally documented for customers critical support requestsAssists in coordinating VMware/Broadcom resources and provides guidance for multi-vendor troubleshooting efforts Show less

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  Broadcom

  Dec 2023 - now

  Support Account Manager

  Provide holistic oversight and advocacy of customers overall support experience by maintaining familiarity with my customers team, use cases, and environment.Acts as a single point of accountability for customers support request managementEngages in proactive support assistance, guidance, and recommendations for customersProvides support request and critical situation managementFacilitates reoccurring team meetings to review support requests, status updates, and upcoming projectsEnsures root cause analysis is formally documented for customers critical support requestsAssists in coordinating VMware/Broadcom resources and provides guidance for multi-vendor troubleshooting efforts Show less