Job Search Status
Open to workDesired start date: Flexible
Open To Work
Michael R. McCradic
Cross Roads,Texas
Work Preference
Overview
34
34
years of professional experience
Work History
Channel Partner Enablement Specialist
Dell Technologies
Dallas, Texas
08.2022 - 04.2026
- Responsible for overall channel partner experience
- Build trusted advisor relationship, act as a partner advocate
- Responsible for cross-functional collaboration with internal Dell organizations and partner resources
- Provide business development recommendations with a focus on Dell’s Services, Rebates, Incentives
- Manage required partner certifications for both technical and non-technical training
- Rollout of solution offerings for sales partner community
Sr. Consultant Account Management Services
Dell Technologies
Dallas, Texas
06.2013 - 08.2022
- Escalation management on critical impact situation
- Point of contact for all service and support issues
- Cross-functional collaboration with sales, professional services, technical support and executive management
- Monitor day-to-day equipment performance using advanced analytical tools
- Provide monthly and quarterly performance reporting
- Often required to manage PS engagements on specific activity i.e. upgrades, installs and software implementations
- Ensure all technical alerts are communicated in a timely manner
- Manage overall relationships to ensure optimal customer satisfaction
- Co-authored Dell’s Ericsson Support Operations Guide (SOG)
- Managed international customer account locations in US, Canada and Asia
District Service Manager
Dell Technologies
Houston, Texas
12.2007 - 06.2013
- Responsible for managing day–to–day technical support operations for Gulf Coast district with emphasis on Customer Satisfaction while controlling cost within budget guidelines.
- Manage Service Partner utilization to augment staff in in remote or overly populated areas
- Manage all aspects of hardware and software support on all platforms
- Responsible for overall district performance against KPI metrics
- Manage emergency escalations that resulted in critical business impact for many Fortune 500 companies.
- Manage delivery of Professional Services on some small engagements.
- Implement and monitor cost control measures for the organization.
District Strategic Technical Account Manager
Hitachi Data Systems
Dallas, Texas
07.1992 - 10.2007
- Assisted with the implementation of (Catalyst) Sales process and procedures as an internal project.
- Conduct internal ISO 9002 audits
- Co-Authored the HDS Account Support Planning document
- Assisted in the development of System Assurance Process as part of the Quality Improvement Program
- Responsible for assisting with Pre-Sales Opportunity Planning.
- Negotiated End User maintenance agreements/contracts on both Non-Hitachi and Hitachi equipment and services.
- Responsible for overall customer satisfaction including initial response, support activity and incident escalation.
- Assisted with business development and project management on delivery of specific Solution Service offerings.
- Led a team that was responsible for assisting sales organization in generating over 100 million dollars in revenue for FY05 and FY06.
- Consistently made quota (22 million quarterly) for 8 quarters in a row.
- YR 2000 Recipient of District Manager of the Year award for districts overall performance
Timeline
Channel Partner Enablement Specialist
Dell Technologies
08.2022 - 04.2026
Sr. Consultant Account Management Services
Dell Technologies
06.2013 - 08.2022
District Service Manager
Dell Technologies
12.2007 - 06.2013
District Strategic Technical Account Manager
Hitachi Data Systems
07.1992 - 10.2007