Michael Cynewski
Lewes,DE
Summary
Customer-focused technical professional, adept at managing and growing client relationships, identifying and resolving technical issues, and collaborating with cross-functional teams. Demonstrated success in exceeding performance metrics, driving customer satisfaction, and training and mentoring team members. Proven ability to communicate technical concepts to both technical and non-technical audiences.
Overview
26
26
years of professional experience
1
1
Certificate
Work History
Technical Customer Success Manager
Dell Technologies
06.2015 - Current
- As the customer's advocate within Dell, I collaborate with cross-functional teams (including sales, technical support, and professional services) to ensure a seamless and cohesive customer experience
- Create and execute customer success plans that align with customer goals
- Proactively monitor customer health metrics and take action to address any issues or concerns
- Conduct regular business reviews with customers to review progress, discuss challenges, and identify areas for improvement
Senior Technical Support Engineer
Dell Technologies
04.2008 - 06.2015
- Responded to customer inquiries and resolved technical issues related to Dell storage products.
- Provided installation, configuration, and maintenance support for Dell storage solutions.
- Analyzed customer environments and provided proactive recommendations for improving system performance and reliability.
- Collaborated with other technical support and product development teams to resolve complex issues.
- Built and managed SharePoint technical knowledgebase, comprised of more than 1400 documents and supporting 450 global users,
Technical Support Engineer
Sun Microsystems
02.1999 - 04.2008
- Answered incoming customer support inquiries through phone, chat and email channels.
- Responsible for troubleshooting and remediation of complex software and hardware issues
- Ownership of the customer experience throughout the service request lifecycle
Education
Bachelor of Arts - Liberal Arts And General Studies
Southern New Hampshire University
Hooksett, NH05.2016
Associate of Arts - Liberal Arts And General Studies
Northern Essex Community College
Haverhill, MASkills
- Critical Thinking
- Teamwork and Collaboration
- Technical Troubleshooting
- Problem-Solving
- Self-Motivated
- Active Listening
Certification
ITIL v3 Foundations (Certificate # GR750254744MC)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Technical Customer Success Manager
Dell Technologies
06.2015 - Current
Senior Technical Support Engineer
Dell Technologies
04.2008 - 06.2015
Technical Support Engineer
Sun Microsystems
02.1999 - 04.2008
Bachelor of Arts - Liberal Arts And General Studies
Southern New Hampshire University
Associate of Arts - Liberal Arts And General Studies
Northern Essex Community College
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