Summary
Overview
Work History
Education
Timeline
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Dennis Frederick

Hampton,MI

Summary

Dedicated and highly skilled IT professional with a strong background in IBM System X server support, Lenovo server transition, and customer service. Proven ability to provide technical expertise, manage customer escalations, and ensure client satisfaction. Adept at troubleshooting hardware and software issues and delivering outstanding remote support. Excels in emergency management and collaborating with executives to achieve departmental goals.

Overview

16
16
years of professional experience

Work History

Computer Task Group
03.2018 - 01.2023
    • Supported IBM System X servers in 3000 and 5000 configurations, providing comprehensive technical assistance
    • Delivered training and guidance to Level 1 agents, enhancing their knowledge and problem-solving capabilities
    • Managed customer escalations and worked closely with engineering teams to resolve technical and sales-related issues
    • Provided support for IBM server configuration and management software in Windows Server, Red Hat, SUSE, and VMware OS environments
    • Assisted customers in resolving fulfillment issues, ensuring a seamless experience.

Connection Inc
03.2015 - 01.2018
  • Facilitated transition of support for X86 servers from IBM to Lenovo, ensuring smooth transfer of responsibilities
  • Offered technical expertise and training to Level 1 agents, empowering them to provide effective support
  • Handled customer escalations and collaborated with engineering teams to address technical and sales challenges
  • Supported Lenovo server configuration and management software suites in Windows Server, Red Hat, SUSE, and VMWare OS environments
  • Resolved fulfillment issues promptly and efficiently.

Customer Service Representative

Connection Inc
03.2014 - 10.2014
  • Supported the complete Lenovo/IBM commercial desktop and laptop line, diagnosing and resolving hardware and software issues via remote support
  • Successfully managed challenging customer interactions, turning negative experiences into positive ones
  • Demonstrated a rapid and effective problem-solving approach, ensuring customer satisfaction
  • Maintained records of quality control and customer satisfaction, actively seeking opportunities for service improvement.

Customer Service Representative

Computer Generated Solutions
03.2007 - 12.2013
  • Provided comprehensive support for Lenovo/IBM commercial desktop and laptop products through remote assistance
  • Skillfully managed difficult and upset customers, fostering positive support experiences
  • Quickly and effectively resolved customer challenges, ensuring minimal downtime
  • Maintained meticulous records of quality control and satisfaction, constantly striving for service enhancements
  • Achievements: Acted as the backup focal point for the entire NERP department, ensuring continuous support coverage
  • Implemented emergency management procedures for supporting asset technology for the entire US IBM workforce
  • Collaborated with executives to achieve departmental goals and manage costs for the NERP Program
  • Assisted the Training Department in conducting New Hire training and evaluation.

Education

Some College (No Degree) - Game Art And Design

Westwood College
Midtown, GA

Timeline

Computer Task Group
03.2018 - 01.2023

Connection Inc
03.2015 - 01.2018

Customer Service Representative

Connection Inc
03.2014 - 10.2014

Customer Service Representative

Computer Generated Solutions
03.2007 - 12.2013

Some College (No Degree) - Game Art And Design

Westwood College

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Dennis Frederick