ALFONSO ESPINAL
Cedar Creek,TX
Summary
Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
25
25
years of professional experience
Work History
Enterprise Quality Manager
Dell Technologies
Round Rock, Texas
12.2019 - 09.2023
- Managed and supervised a team of leads responsible for maintaining the quality of customer support within Tech Support Server operations.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Enhanced role comprehension by developing structured online training modules.
- Implemented cost-saving strategies decreasing annual overtime expenses by 10K.
- Exercised leadership capabilities by successfully motivating and inspiring others. Many under my guidance and leadership were promoted, advancing their career.
Enterprise Quality Team Lead
Dell Technologies
Round Rock, Texas
09.2017 - 12.2019
- Engaged in regular calibration discussions focused on quality support and process improvements for server and storage systems.
- Streamlined support processes to elevate customer experience excellence by collaborating with various groups within the tech support umbrella.
- Conducted performance reviews with leads on a monthly basis and provided guidance on improving areas of opportunity.
- Facilitated data analysis efforts, reporting, efficient and effective coaching, quality inspections, and documentation best practices, all withing a two-week training framework.
- Maintained detailed records of all inspections, coaching sessions and business evaluations conducted by the quality lead team.
Enterprise Quality Lead
Dell Technologies
Round Rock, Texas
12.2015 - 09.2017
- Acted as the Interim Quality Lead Team Manager for both Round Rock and Eden Prairie from May to July 2017.
- Developed expertise in managing a team of leads.
- Earned commendation from team and managers supported.
- Conducted consistent monthly meetings with frontline support engineers to assess their performance metrics and offer guidance and coaching for improvement in identified areas of opportunity.
- Coordinated and delivered quarterly instructional sessions including No Post/No Video, Memory Vitality and RAID Fundamentals.
- Coordinated and conducted Early Life Support team meetings addressing process changes and team-centric developments.
Enterprise Technical Support Engineer
Dell Technologies
Round Rock, Texas
04.2012 - 12.2015
- Provided multichannel support for hardware and software issues on Dell servers.
- Supported various OS platforms such as Windows, VMWare, and Linux.
- Utilized diverse diagnostic tools such as DSET, SupportAssist, iDRAC, Google, OS support bundles, and Online Diagnostics for efficient issue resolution.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Configured and monitored lab servers to ensure availability for training and replication of customer issues.
- Expanded expertise through obtaining relevant industry certifications (CompTIA Security Plus, ACMP 6.1).
Technical Support Specialist
Dell
Round Rock, Texas
01.2008 - 04.2012
- Provided multichannel support for Dell laptops, desktops, workstations, printers, and Dell peripherals. Supported issues related to operating systems (Windows XP, Vista, and Windows 7), network connectivity, drivers, updates for third-party software, Microsoft Office applications, internet connection issues, and operating system repairs and reinstallations.
- Thorough knowledge of tools needed to resolve customer issues such as Go to Assist, Symphony Sales Tool, Dell Support web site, DellServ, DSN/Wisdom and Delta CRM.
- Selected to join the Early Life Support (ELS) team, assisting customers with hardware and software issues on Dell's new product launches. Ensured accurate logging in the X-tract tool utilized by Dell engineers and Development team. Also captured systems for issue replication and failure analysis.
- Acquired thorough understanding of Microsoft applications, including Outlook, Excel, PowerPoint, and Word.
- Consistently receiving positive customer feedback via surveys and emails for providing top-tier customer service and maintaining ownership until complete case resolution.
Manufacturing Technical Support Sr. Tech
Dell
Austin, Texas
03.2006 - 01.2008
- Diagnosed and troubleshot hardware and software issues on Dell desktops and workstations.
- Attained a 6.42 Units Per Hour (UPH) in repaired units, surpassing the team average, along with a 99.95% Quality rate for the year.
- Firm understanding of all tools needed for the job such as: Issue Prevention Tool, MCATT, Statistical Process Tool, (SPC) etc.
- Participated in weekly Quality meetings, which entailed the communication and dissemination of vital information to both the Quality and EMR departments.
Assembly Sr. Technician
Dell
Austin, Texas
12.2003 - 03.2006
- Assumed the role and responsibilities of a supervisor during daily operations amidst organizational personnel changes, receiving positive feedback from various leadership team members. Recognized with both the silver and gold star award.
- Participated in a Green Belt Project that resulted in $500,000 savings by cutting EMR fallout by 50% and decreasing the number of personnel needed to manage burn racks, thereby enhancing overall production.
- Participated in an Interview Panel in North Carolina, assessing and interviewing candidates for a Manufacturing Facility, determining their suitability for employment.
- Mentored several associates within my team and beyond, guiding them in a way that significantly improved their skills and knowledge across all phases of the manufacturing process. As a result, two of these colleagues advanced so notably that they earned promotions to EMR Technician and Boxing Lead positions.
- Led and coordinated Order Completion efforts at the manufacturing plant, which significantly impacted the resolution of aged orders.
- SIG idea championed which enhanced the CFI process in the Computer Assembly area leading to increased overall throughput and better quality metrics. The presentation was delivered to Kevin Rollins, CEO.
- Focused on enhancing Leadership skills by taking courses such as Speaking for Success, Associate Leadership 1 & 2 as well as scheduling frequent 1x1’s with various members of the Leadership Team.
Manufacturing Production Sr. Technician
Dell
Austin, Texas
02.2000 - 12.2003
- Mastered single person computer assembly with exceptional performance within minimal time of transitioning to the new process.
- Trained fellow associates in the factory to accelerate adherence to the schedule, thereby enhancing productivity and quality.
- Ensured the maintenance of burn racks by verifying that assembled computers passed Quick Test and successfully completed the software installation process.
Manufacturing Production Technician
Dell
Austin, Texas
07.1998 - 02.2000
- Tasked with ensuring the front-end boxing process operates smoothly with minimal or no interruptions.
- Awarded two Team Benchmark Awards for exceptional performance in boxing.
- Promoted to Computer Assembly where I joined and assisted other peers into the 200+ Build Club.
- Selected to do associate training during Nashville transition of Dimension product.
Education
High School Graduate -
Bastrop High School
05-1997
University of Phoenix
AustinSkills
- Proficient in Written and Spoken Spanish
- Performance monitoring
- Customer Satisfaction
- Problem-solving abilities
- Issue Resolution
- Excellent researching skills
- Quality processes
- Continuous Improvement
Languages
Spanish
Native/ Bilingual
Certification
Title 1 Certification from Project PARA
MCP – Microsoft Certified Professional
MCTS – Microsoft Certified Technology Specialist
CompTia Security +
ACMP 6.1 (Aruba)
Accomplishments
Obtained numerous Top Performer Awards - Bronze, Silver and Gold Medals
Game Changer Awards Level 1 2 3
Completed Dale Carnegie 12 Week Course - Presentation and Leadership Principles
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Enterprise Quality Manager
Dell Technologies
12.2019 - 09.2023
Enterprise Quality Team Lead
Dell Technologies
09.2017 - 12.2019
Enterprise Quality Lead
Dell Technologies
12.2015 - 09.2017
Enterprise Technical Support Engineer
Dell Technologies
04.2012 - 12.2015
Technical Support Specialist
Dell
01.2008 - 04.2012
Manufacturing Technical Support Sr. Tech
Dell
03.2006 - 01.2008
Assembly Sr. Technician
Dell
12.2003 - 03.2006
Manufacturing Production Sr. Technician
Dell
02.2000 - 12.2003
Manufacturing Production Technician
Dell
07.1998 - 02.2000
High School Graduate -
Bastrop High School
University of Phoenix
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