MAW Curiculum: Career History

Technical activities

Providing proficient support for server, Tape storage, SAN and fibre system
Adaptation to dissimilar markets including: French, UK/I, Italian, Spanish and Nordic

Technical Account Management activities

Coordinating all Dell customer technical support for escalated incidents using efficient resource management to minimise customer downtime
Maintaining excellent customer feedback in a high pressure working environment
Ensuring 'Resolution and Contingency' plans are followed and technical problem resolutions proceed as per process commitments and the customer agreement
Generating and maintaining regular internal and external communication update reports
Providing support to the Technical Account Managerteam (reduced TAM workload by 57%)

Project management/coordination activities

Creation and introduction of customer support in Italian
Initiation and coordination of the transportation management project (dell.carsharing.ie)
Activities management and followed up using the BPI tools
Responsible of project implementation and validation at Dell Cherrywood
Reduced car park management cost and reduced the companies carbon footprint

Hewlett Packard Dublin, Ireland
IT Customer Services
Technical Support Management Assistant

May 2005 – 30 Nov 2006

Technical activities:

Resolved 18 daily customer issues using the tools and systems available; surpassing the minimum target of 12

Team Lead activities:

Managed SLA : Monitored 5 live phone lines and draft reports to plan performance rewards
Generated team metrics
Drafted weekly team schedule for 30 employees
Elaborated work procedures validated by management
Assisted with call quality; survey monitoring which improved ‘top to box’ satisfaction by 30%
Coached 40 staff and trained 15 new employees and 1 new manager.

Project management activities:

Assisted during the 12 month handover process of relocation from Dublin to Tunisia
Ensured minimum impact for service levels during the transition
Provided training for the new workforce and created web based support for continued assistance

Network Location Morschwiller Le Bas, France
Computer hiring company
Contributed to the set-up of a limited company “Network-Location”

Oct 2003 – May 2005

Main activities and responsibilities

Created and managed the marketing strategy for the companies first three years of business
Trained, coached, provided staffing rosters and made performance appraisals of 4 sales agents
Installed, configured, remotely supported and maintained systems on Win 2003 and XP Pro
Trained and provided support for data-processing tools, the Internet and Microsoft Office
Professional website design

Freelance France
IT Department, Computing Management

Jan – Oct 2003

Main activities and responsibilities

Installed local area networks on Win 2003 and XP Pro
Created and managed business websites
Trained personnel in Trade and Data processing
Instructed a class of 20 business students on cold-calling and promotion techniques for starting up a new company