Technical Account Manager
DellPublic 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.