Implementation Specialist

• Mar 2008 - Present

Client Dell Solution Network (DSN) Content Engineer

• Oct 2006 - Mar 2008

• Organized 38 Desktop/Portable and 13 Policy Usability Studies from the prioritized DSN trees list, while working with L3’s, GTAs, ASPMs, Content Writers, GTSs to make certain valued cost-reduction DSN modifications occurred. These works initiated $5.7 millions in savings and Significant Achiever Award (Q2 FY08).• Through the DARs/DARe Filter 3 Process, there was a reduction of 70000 repeat contacts and 23000 repeat dispatches which results in 3.1 millions in savings. This was accomplished by submitting DARe and DARs trees for PG reviews, providing inputs in PG meetings and ensures data readily available in a timely manner. • With SQL and database proficiencies, pulled data and make presentable data packages for managers, team members and other various groups.• Designed and implemented the call profiling procedure of DSN repeat contacts which involved devising profile buckets and originating data pulls and reports processes. Show less

Americas Client Services (ACS) Quality Metric and Reporting Analyst

• Aug 2005 - Oct 2006

• Continuously provided numeric and/or informative facts toward repeat dispatches owners like call centers, PG, Logistics, DSN and other groups to drive actions toward lowering repeat percentage. These tasks involved participating regular conference calls, contributing ideas and ensuring results in meetings, deep dive analyzing of common issues, providing useful recommended practices to various engineers, managers, analysts, L2, technicians and others. • Constantly and accurately analyzed or “scrubbed” assigned LOBs of repeats at faster than expected rate and helped others finished their works within service agreement. In helping others, there had to be strong desire to learn and ability to comprehend other skill sets. This workmanship wonderfully led to a Gold Star Award in Q4 FY06. • Going beyond the scope of the position, manufactured weekly Dispatcher Effectiveness report for managers and engineers from personal comprehension of data, SQL and Excel. Show less

Implementation Specialist

• 2008 - 2008

Dispatch Quality Center (DQC) Analyst

• 2003 - 2004