Summary
Overview
Work History
Education
Skills
Personal Information
Certifications And Awards
Accomplishments
References
Timeline
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Levi Whitlock

Salt Lake City

Summary

IT professional with extensive experience at Dell, specializing in complex issue resolution and security management. Proficient in Server Support, Linux OS and network protocols, utilizing AI tools to improve troubleshooting efficiency. Acknowledged for exceptional customer service and training skills, contributing to enhanced team performance and operational success.

Overview

11
11
years of professional experience

Work History

L2 SCG Support

Dell
Draper
02.2019 - Current
  • Diagnosed and resolved complex issues escalated from L1 support, minimizing downtime for SCG gateways.
  • Mitigated security vulnerabilities identified by Qualys scanners through coordination with SUSE Linux support.
  • Maintained detailed Service Request documentation in Salesforce Lightning to ensure compliance and enhance communication.
  • Leveraged AI tools like Copilot and ChatGPT to improve troubleshooting accuracy and automate processes.
  • Achieved top case taker status in customer support for SCG during 2021 and 2024/25 fiscal year.
  • Conducted training sessions on Agentic AI models to promote skill enhancement within the team.
  • Utilized log analysis tools to identify trends, troubleshoot issues, and provide insights for system improvements.
  • Collaborated with cross-functional teams to ensure timely issue resolution and adherence to best practices.

Backup Server Quality Control Manager and Engineer

Dell/EMC Corporation
12.2014 - Current
  • Manage quality control with multiple teams in technical maintenance and upgrades of Dell/EMC backup Servers.
  • Review and update process changes for all products supported.
  • Create trainings from updates and deliver to teams.
  • Remote upgrading and servicing of EMC servers on Linux OS over Webex or EMC remote systems.
  • Check and maintain health of servers and then upgrade if needed.
  • Use Linux OS to troubleshoot and identify security issues, networking issues, hardware failures, and other server errors and resolve them.
  • Use intricate escalation system for technical escalations.
  • Consult with various customers on backup and security recommendations and specifications needed for their specific environments.

IT Account Manager

Primary Residential Mortgage Inc
03.2014 - 12.2014
  • Help end users with software and hardware troubleshooting, network connectivity and other computer based problem solving.
  • Worked within several ticket systems, phone and in person to resolve issues in a professional and timely manner.
  • Built and repaired desktops and laptops with required software and specifications.

Education

Network Engineer - CCNA coursework

Salt Lake Community College
Utah
08.2014

AS Degree - General Sciences

LDS Business College
Utah
12.2011

Skills

  • Copilot, ChatGPT, and other AI utilization
  • Agentic AI training and building
  • Linux OS syntax
  • Network setup and support
  • Router security and port measures
  • IPv4 addressing and network protocols
  • SMTP, HTTP, OSPF, EIGRP, DHCP, NAT, VLAN
  • Exchange server administration
  • Customer service expertise

Personal Information

Title: Server Engineer

Certifications And Awards

  • Dell/EMC Expert Certification of Implementation and Maintenance of Avamar Backup servers, 12/01/16
  • Skills-USA Competition in Networking: 1St Place SLCC Division, 3rd Place STATE Division, 01/01/14

Accomplishments

  • Top Case Taker in U.S: Achieved the highest number of cases taken in the U.S. team in 2021 on the Dell SRS team, and ranked third globally.
  • Top Case Taker on team: Maintained top performance during the 2024/25 fiscal year for the SCG support team.

References

References available upon request.

Timeline

L2 SCG Support

Dell
02.2019 - Current

Backup Server Quality Control Manager and Engineer

Dell/EMC Corporation
12.2014 - Current

IT Account Manager

Primary Residential Mortgage Inc
03.2014 - 12.2014

Network Engineer - CCNA coursework

Salt Lake Community College

AS Degree - General Sciences

LDS Business College

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Levi Whitlock