Technical Account Manager

Dell

Public Company; 10,001+ employees; DELL; Information Technology and Services industry

January 2007 – April 2015 ( Dublin, Ireland)

Technical Account Management activities

Coordinating all Dell technical support for escalated incidents in EMEA using efficient resources management to minimize customer downtime
(divided by 2 the average time of resolution of a top 5 Global customer in Oil industries in EMEA)

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 updates reports

 Project management/coordination activities

Designated point of escalation of all major southern European escalation regarding the EqualLogic products.

Initiation and coordination of the transportation management project (Finalist in Repak 2011 and Envirocom)

* Activities management and follow up using the Lean 6 Sigma tools

* Advise and assist on all green initiatives in Dell Cherrywood since 2008

Rewarded for reducing by 70% the EqualLogic escalations in the French BU in less than a quarter.
Rewarded by Denis Lucey Director of the EMEA Technical Customer Services for designing the site guide.