William Cheng

Experience

• 

  Dell Technologies

  Oct 2005 - now

  Lead technical resolution of issues by supporting engineers, account/sales team and customers across the region, as well as DELL’s global support network. Provide expert consulting to management to influence strategic and operational improvements.Responsible for Support front-line and escalation managers to solve complex customer technical issues.Lead overall resolution of technical issues by engaging peer specialists from different technical domains. This approach includes non-technical resources when required, such as escalation and technical account managers.Lead the qualification and training of junior staff as needed. Train and mentor less experienced engineersWorks collaboratively with other departments, account teams, alliance partners to support Dell customer issues, improve business operations, and/or validate new product readiness.Travels to customer sites as required for high visibility issues.Provides technical consulting to management to help drive strategy in any business area. Show less Responsible for providing feedback, guidance and coaching to the Resolution Managers about performance, day to day activities, Complex Cases Management, Technical advisor, Processes, Policies and Procedures compliance, quality management through observation, constant audit and Case calibration. Identify weaknesses and strengths among team members and determine if training is necessary for those areas that they are lacking expertise. Analyze team results and elaborate informative reports that help understand the health of team performance.Monitor escalations performance, Action Plans analysis to help improve Critical Case Management.Responsible for the design, tracking and completion of the Technical development of the Resolution Manager Team, Create a Challenging but achievable certification and training path to increase capabilities in multiple domains. Show less Lead technical resolution of issues by supporting engineers and customers across the region, as well as DELL’s global support network. Provide expert consulting to management to influence strategic and operational improvements. Responsible for Support front-line and escalation managers to solve complex customer technical issues. Lead overall resolution of technical issues by engaging peer specialists from different technical domains. This approach includes non-technical resources when required, such as escalation and technical account managers.Lead the qualification and training of junior staff as needed. Train and mentor less experienced engineers Works collaboratively with other departments, account teams, alliance partners to support Dell customer issues, improve business operations, and/or validate new product readiness.Travels to customer sites as required for high visibility issues.Provides technical consulting to management to help drive strategy in any business area. Show less Enterprise Technical Support AdvisorResponsible for complex service request (SR) resolution ensuring issues are handled in an efficient, effective & professional manner to minimize customer impact and maximize customer satisfaction under often difficult circumstances. Bring technical issues to a successful conclusion as quickly as possible. Ensure effective coordination, technical oversight and associated incident/escalation management on a 24/7 basis to support the customers and facilitate effective communication between all internal key stakeholders at all times during an incident while concurrently maintaining transparency with the affected customer.Also driver of SR age reduction through coaching; mentoring and identifying opportunities within the team(s) they have responsibilityTravel as required for customer facing escalations Show less Enterprise Technical Support Sr. AnalystI have been responsible for providing telephone/email and remote diagnostic technical support for complex solutions that involves servers, Cloud, switches, routers, blades, SAN, NAS and/or various software applications (Windows, VMWare, Exchange, Linux, etc.). Answer questions about installation, operation, configuration, customization, performance, and usage of assigned products. Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. Show less Client/SMB Technical Support SpecialistI have been responsible for supporting a team to handle telephone/email/chat, online and remote diagnostic technical support of desktops, portables, peripherals, projectors 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. 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. Show less

  • Enterprise Support Manager 2 - VxRail

    Aug 2019 - now

  • Enterprise Pro-Support Principal Engineer - SST / VMware

    Dec 2016 - Aug 2019

  • Enterprise Pro-Support Sr. Engineer - Resolution Manager Team Lead

    Aug 2015 - Dec 2016

  • Enterprise Senior Engineer - NOS

    Aug 2014 - Aug 2015

  • Enterprise Pro-Support Sr. Engineer - Resolution Manager

    Apr 2013 - Aug 2014

  • Enterprise Pro-Support Engineer - L3 Enterprise Escalation

    Jan 2011 - Apr 2013

  • Enterprise Pro-Support Engineer

    Oct 2009 - Jan 2011

  • Enterprise Support Technician

    Oct 2008 - Oct 2009

  • Client/SMB Gold/Pro-Support Technician

    May 2007 - Oct 2008

  • Client Support Technician

    Oct 2005 - May 2007