Kevin Sheridan
Smithfield,RI
Summary
Dedicated Support and Incident Management professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Successful in developing beneficial alliances between leaders to effectively drive growth and achieve goals. Dedicated to building strong teams within an organization through consistently encouraging self-motivation, strong development, and adhering to solid hiring practices.
Overview
24
24
years of professional experience
Work History
Sr. Manager, ISG Global Data Protection Support
DELL EMC CORPORATION
01.2000 - Current
- Supervise a world-class, award-winning global team of technical support engineers (TSEs) with expertise in cloud recovery technology
- Resolve 6,000+ support cases annually, with a focus on KPIs, customer retention, brand loyalty, and increased sales revenue stream
- Deliver customer-facing executive-level communications during highly escalated issues
- Demonstrated record of accomplishment for enhancing workforce management, strategic planning, workflow and productivity, service levels, cost control, customer, and employee retention
- Collaboratively work with Escalation Engineering (EE)/Quality Assurance (QA), Incident Management (IM), Sales, and Field to resolve, report, and track issues
- Ensure TSEs are properly trained for product matrix environments, upgrades, and new releases
- Analyze and respond to operational, productivity, and customer satisfaction KPIs
- Complete Annual Performance & Compensation Reviews (APR/ACR) keeping the budget in focus
- Conduct TSE 1:1s to encourage expectations, boost morale, and build relationships.
- Mentored junior staff members for skill development and career progression within the organization
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches
- Improved team performance by providing comprehensive training and fostering a collaborative work environment
Sr. Escalation Manager & Team Lead for Elite Accounts
DELL EMC CORPORATION
09.2011 - 12.2017
- Team Lead for U.S. based Escalation Management team comprised of 16 members
- Provided focus and consistency to quickly restore customer operations during production-impacting events (Data Unavailability, Disaster Recovery Unavailability, Performance Impacting, Data Loss), enhancing customer experience by leveraging appropriate resources during such activities
- Delivered C-level executive communications during highly escalated issues
- Attended customer meetings, assisting the Service Account Manager (SAM) in discussions on code, open cases, Field Change Order (FCO) & DELL Technical Advisory (DTA)
- Cultivated elite customer relationships with Sr
- Account Team personnel (SAMs, CE, Sales…)
- Discussed major impacting issues with Executive Management at executive morning meetings
- Oversaw Root Cause Analysis (RCA) report revamp efforts, including incident and problem management, engaging corporate resources, and authoring/delivering RCA findings.
Technical Educational Consultant
DELL EMC CORPORATION
07.2000 - 09.2011
- Project Manager / Team Lead that designed, developed, and implemented technical courseware for customer enterprise replication environments as well as exams for EMC Proven Professional Certification program
- Maintained projects, meeting departmental deadlines and budget constraints
- Expertise in training design, development, and delivery; effectively managed all elements of multiple projects (people, process, technology).
Education
AS - Microcomputing Systems & Networking
Community College of RI
Warwick, RIBA - Communications
Johnson & Wales University
Providence, RI01.2022
Skills
- Cross-functional Team Coordination
- Team Leadership / Development
- Cross-Functional Collaboration
- Customer Relationship Management
- Training and Development
- Conflict Resolution
- Customer Service
- Documentation and Reporting
Strengths And Competencies
- Cross-functional Team Leadership
- Process Control
- Team Building & Leadership
- Verbal & Written Communications
- Incident/Escalation/Support Management
- Project Management
Timeline
Sr. Escalation Manager & Team Lead for Elite Accounts
DELL EMC CORPORATION
09.2011 - 12.2017
Technical Educational Consultant
DELL EMC CORPORATION
07.2000 - 09.2011
Sr. Manager, ISG Global Data Protection Support
DELL EMC CORPORATION
01.2000 - Current
AS - Microcomputing Systems & Networking
Community College of RI
BA - Communications
Johnson & Wales University
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