Dell Technologies

As the Director of Customer Support at Dell Technologies in Sydney, Australia, I lead a team of 127 professionals, including 7 Managers and 9 Support Engineers. I implemented innovative strategies to streamline customer support processes, resulting in improved customer satisfaction and retention rates.

Director Customer Support

In my role as Director Customer Support at Dell Technologies, I led a team of 82 professionals across Australia and New Zealand, overseeing operations and ensuring top-notch customer service. I managed 4 Managers covering different areas of technology, conducted weekly governance calls to track performance, and drive continuous improvement.

Managing a team of Support Specialists to deliver enterprise-level post-sales support resulting in
improved Time to Relief, Customer and Employee satisfaction.
•Leading a team of 20 support specialists across Data Protection, Unstructured Data and CNS
(Compute, Network and Storage).
•Setting clear objectives with goals and annual strategy session, evaluating progress, coaching,
training, and instilling a high-performance culture focused on teamwork and support excellence.
resulting in improved customer experience and driving key metrics.
•Managing individual performances, technical and skills development by establishing individual
quality goals for team members aligned with Support team goals and development plans.
•Improved SLO (Service Level Objective) 2.3% YoY
•Improved Repeat dispatch rate 1.9% YoY
•Improved Time to relief 3% YoY
•Improved CSAT (Customer Satisfaction) 2.3% YoY
•Improved backlog 8.4% YoY
•Building and managing relationships with cross-functional teams and customers via regular
meetings and incident management during escalation calls.
•Presenting business reviews to the executive team on a quarterly basis, highlighting metrics
exceeding or meeting target and any action plans required to fix underperforming areas.

Senior Manager

Remotely managed a team of 16 support specialists across ANZ and China, offering enterprise level
support across APJC and globaly, handling customer support escalations and resolving highly
technical issues in RecoverPoint, Cyber resiliency suite (Cyber Recovery, CyberSense and APEX
backup as a service (BaaS).
•Cross functional collaboration with engineering teams to improve time to closure from 11.3 days
to 6.2 days. This was done building a relationship with engineering management and setting up a
regular meeting to address concerns at that time.
•Introducing innovative ideas like Ask the Experts to improve understanding of our products to our
field and sales teams.
•Successfully completed 6 months as part of the project team for the Top Talent FY23 cohort.
Arranging the entire program, education, guest speakers, projects and final presentations to
executive leaders.
•Seeked out a mentor in Sales, a different business unit to mine to get a broader knowledge of
the business and network with the sales team
•Participated in the mentor circles as a mentor, to help aspiring leaders and indivdual contributers

Built and led a new team for a new business unit in Data Protection and Cyber Resiliency. Interviewed internal candidates hired and scaled out the team to 12 support specialists with the exponential growth of the products.	
		
•Remotely managed support specialists in ANZ, China and India.
•Cross functional collaboration with global management team in America, Europe and Japan whilst building out this team.
•Created and maintained knowledge management articles resulting in a 30% reduction in resolution time for Tier 1 issues.
•Identified and reported product defects resulting in improved product quality and customer satisfaction."

Led and scaled out a team of 14 technical support specialists in APJC, across ANZ and China, by hiring internally, externally and using outsourced resources to build this fast-growing product.
•Successfully scaling out a team for a fast-growing data protection product.•Creating development plans for these team members.•Creating and improving processes for this product.•Building relationships with multiple cross-functional teams and C-Level executives and front-line customer teams.

•	Responsible for maintaining and analyzing key metrics within two business units IDPA & SRT
•	Building a team of very highly skilled engineers for SRT 
•	Engaged in the most critical escalations for the Data Protection Division with the SRT team
•	Developed a succession plan for the SRT team
•	Inheriting a new team for IDPA and building on that base for a new product, which was like a startup
•	Implementing procedures and frameworks for the IDPA and SRT teams
•	Building relationships with the engineering teams, as the SRT team was responsible for new product testing and ideas
•	Developing training schedules and plans for the rest of the DPD team using resources from SRT

•	Responsibilities to consolidate multiple data protection support teams that were not satisfied with their current reporting lines. 
•	Lead the Avamar, DD and Networker teams in Sydney
•	Specifically asked to take on this project using my proven leadership and management skills
•	On boarded and mentored 10 university graduates, the most out of our first ever intake 
•	Responsibilities to add extra business units for RecoverPoint and VPLEX were asked and accepted
•	Lead individual contributors and well as managers across the APJC region
•	Mentored and coached a problematic supervisor and eventually they were promoted to manager

•	Responsible for maintaining and analyzing key metrics within two business units Connectivity & VPLEX
•	Built strong relationships with external partners Cisco and Brocade, as well as the VPLEX engineering team
•	Utilized my leadership skills to manage high pressure escalations across all products
•	Implemented biweekly management meetings with the Australia, China and India support centres
•	Mentored, coached and promoted a support engineer to become a manager for my replacement
•	RecoverPoint team and manager reports added to my leadership responsibilities

•	Responsible for the workflow of the Symmetrix team
•	Responsible for the key metrics of SLO, backlog, phone and chat 
•	Filled in for the Recovery Manager when they were on leave
•	Responsible for customer escalations and engineering engagements
•	Led team meetings, which was the first time a supervisor had done this for the team
•	Analyze weaknesses and strengths in the support team and addressed the weaknesses
•	Identified key engineers to receive subject matter expert training
•	Devised a daily queue role system which was used by shift A & B for many years, until an automated system started

Technical Support Supervisor

•	Responsible for supporting enterprise customers on mission critical systems
•	Responsible for escalating issues, engaging the recovery team and engineering for critical escalations
•	Promoted to script subject matter expert after being identified as a key talent in the team
•	Coaching and mentoring support engineers for better performance
•	Creating and approving knowledge base articles
•	Responsibilities for technical accuracy of incoming and outgoing turnovers

Product Support Engineer

Unisys Australia

•	Initially responsible for the repair of Dell laptops and desktops before progressing to Dell servers and EMC storage
•	Responsible for leading multiple hardware roll outs to customer sites
•	Onsite IT resident for 6 months at one of Australia’s largest construction companies
•	One week on call rotation every six weeks, which required technical troubleshooting and the ability to resolve critical issues
•	Responsible for face to face customer service

Field Engineer

Starr Partners

•	Responsible for real estate sales and listings
•	Responsible for generating leads for assigned area
•	Presenting our sales pitch to customers wanting to list their homes
•	Taking walk in, phone and appointed customer queries
•	Performance analysis of my listings, budgets and goals

Sales Consultant

Lifestyle Gym & Fitness Centre

•	Responsible for daily operations of the business
•	Responsible for sales, forecasting and budgets 
•	Responsible for payroll management, purchasing, customer service and developing staff
•	Responsible for staff planning and rosters

Company Director

Amfac Chemdata

•	Responsible for repairing printers, and desktop computers
•	Installing POS and IT systems at Pharmacies
•	Frontline customer service and ability to resolve technical customer issues

Kwiktron Computer Services

•	Responsible for picking up parts and delivering computers
•	Building customer specific computer systems
•	Assisted with installations for Medical IT systems

Computer Technician

As the Director of Customer Support at Dell Technologies in Sydney, Australia, I lead a team of 127 professionals, including 7 Managers and 9 Support Engineers. I have over a year of experience in managing customer support operations across Australia and New Zealand, overseeing a team of 82 professionals. I am passionate about delivering top-notch customer service and driving continuous improvement. I have implemented innovative strategies to streamline customer support processes, resulting in improved customer satisfaction and retention rates. I also manage individual performances, technical and skills development by establishing individual quality goals for team members aligned with Support team goals and development plans. I hold a Diploma of Management from TAFE NSW and certifications in Having Difficult Conversations and Outlook 2016: Efficient Email Management.

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