Hector Arraez-Brandy
West Jordan,UT
Summary
Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Quality Lead
Dell Technologies
05.2023 - Current
- Documented nonconforming material and reported to appropriate team leaders for review and assessment.
- Maintained service records, coordinated repairs and oversaw preventive maintenance of manufacturing equipment.
- Advised and led process improvement team with deliberation, leadership and strategic planning.
- Revised and drafted policies and procedures to address deficiencies comprehensively.
- Reported problems and concerns to management.
- Conducted data review and followed standard practices to find solutions.
- Performed tests and inspections to conform to established standards.
Technical Support Engineer II
Dell Technologies
11.2021 - 05.2023
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided guidance on installing and integrating new hardware components and software to remote clients.
- Performed root cause analysis of reported issues to enact corrections.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
Technical Support Engineer XtremIO
Dell EMC
11.2019 - 08.2021
- Regularly engaged with Engineering and Product Management groups identifying software and code bugs providing alternative customer facing solutions Monitor and track Service Requests opened by internal and external customers created via dial- home, or customer reporting ongoing issues call Demonstrated customer focused Customer Service skills resulting in multiple CSAT awards Demonstrated abilities troubleshooting and configuring network infrastructure, server hardware, operating systems, and NAS/SAN Solutions As a coach, be a resource of consulting and guidance to others TSE´s to determine best plan of action to resolve customer´s reported issues Keep monitoring of the cases received by the team assigned to coaching, applying strategies and procedures, to maintain a healthy backlog of cases.
TRMS BRI, Amazon Marketplace
07.2019 - 11.2019
- Investigate suspicious buyers’ activity and behavior that could pose a risk to Amazon.com, our merchants, or other buyers
- Achieve productivity and quality standards for investigations
- Process third party reports of Counterfeit, Trademark and other Intellectual Property issues.
Customer Support Specialist and Cross Sales Executive
Sykes Enterprises, Inc
11.2018 - 07.2019
- Solving complex customer needs through premium solutions with outstanding customer service
- Protect account information confidential and avoid unauthorized use
- Identifying and eliminating barriers to accuracy, productivity, and quality
- Development, Analysis, and improvement of new strategies and procedures
- Developing and achieving performance goals and objectives.
Education
Bachelor of Science - Business Management – Entrepreneurial Management
Brigham Young University
Rexburg, Idaho, ID07.2022
Associate of Applied Science - Business Management
Brigham Young University
Rexburg, Idaho, ID07.2016
Skills
- Microsoft Office
- Analytical and Methodical
- Collaborative Team Player
- Diagnosis and Troubleshooting
- Customer Satisfaction
- Support Audits
- Work Orders
- Corrective Action Planning
- Quality Control Checks
- Resolve Technical Problems
Accomplishments
- Associate – Networking Version 1.0
- (Dell Technologies) Specialist – Platform Engineer, XtremIO Version 2.0 (Dell Technologies) Associate – Information Storage and Management Version 4.0 (Dell Technologies)
Certification
- Certified Azure Fundamentals Microsoft, Jan 2022
- Certified Associate - Networking V 1.0. Dell Technologies, Feb 2021
- Certified Specialist - Platform Engineer XtremIO. Dell Technologies, Mar 2020
- Certified Associate - Information Storage and Mgmt V 4.0. Dell Technologies, Dec 2019
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Quality Lead
Dell Technologies
05.2023 - Current
Technical Support Engineer II
Dell Technologies
11.2021 - 05.2023
Technical Support Engineer XtremIO
Dell EMC
11.2019 - 08.2021
TRMS BRI, Amazon Marketplace
07.2019 - 11.2019
Customer Support Specialist and Cross Sales Executive
Sykes Enterprises, Inc
11.2018 - 07.2019
Bachelor of Science - Business Management – Entrepreneurial Management
Brigham Young University
Associate of Applied Science - Business Management
Brigham Young University