Raphaela James
Salisbury,NC
Summary
Technical support professional with robust background in resolving technical issues and enhancing user satisfaction. Known for effective troubleshooting and problem-solving skills, consistently ensuring smooth system functionality. Highly collaborative team member focused on achieving results and adapting to evolving needs, with strong communication and technical skills.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Dell Technologies
04.2022 - Current
- Deliver real-time support to users of DELL-EMC Power Protect DP Series appliances, focusing on VMware Virtualization, ESXi, vSAN, PowerEdge Servers, and EMC Storage (Avamar & Domain).
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Document repair processes and streamline technical support procedures for enhanced efficiency
- Identify issues and implement effective solutions for prompt remediation.
- Consult with users via telephone and videoconference to diagnose problems, execute testing scripts, and ask probing questions to determine root causes.
- Managed multiple concurrent support cases with precision and focus, resulting in high rate of case closure within target timelines.
- Mentored junior members of team on best practices in issue resolution techniques.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
Senior Dispatcher
Crown Lift Trucks
07.2002 - 04.2022
- Coordinated closely with maintenance teams to ensure equipment upkeep, minimizing downtime and maximizing efficiency.
- Established open lines of communication between field personnel and management staff through regular meetings or conference calls discussing pertinent topics impacting daily operations at regional levels where appropriate.
- Coordinated emergency response efforts during natural disasters or other crisis situations, working closely with relevant field technicians to ensure prompt resolution and minimize negative impacts on service levels rendered to affected customers.
- Reduced response times for emergency calls with improved dispatch procedures and coordination.
- Collaborated with other departments to address logistical challenges and improve overall operational efficiency.
- Delivered prompt and knowledgeable service for routine inquiries and service complaints
- Maintained detailed records of all dispatch activities, allowing for easy review and analysis of performance metrics.
- Explained the benefits and advantages of various product and service offerings to customers
- Streamlined dispatch processes by implementing efficient routing and communication strategies.
- Directed dispatching, routing, and tracking of 54 fleet vehicles.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Generated reports to track deliveries and maintain proper records and documentation.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
Education
Bachelor of Science - Information Technology
East Carolina University
Greenville, NCAssociate of Applied Science - Networking And Virtualization
Rowan Cabarrus Community College
Salisbury, NCAssociate of Applied Science - Cyber Security
Rowan Cabarrus Community College
Salisbury, NCSkills
- Technical troubleshooting
- Application support
- Virtualization technologies
- Server maintenance
- Incident management
- Ticket management
- Data center operations
- System administration
- Technical support
- Problem-solving
Certification
- CompTIA A+
- CompTIA Network+
- Cisco Networking Certificate
Timeline
Technical Support Engineer
Dell Technologies
04.2022 - Current
Senior Dispatcher
Crown Lift Trucks
07.2002 - 04.2022
Bachelor of Science - Information Technology
East Carolina University
Associate of Applied Science - Networking And Virtualization
Rowan Cabarrus Community College
Associate of Applied Science - Cyber Security
Rowan Cabarrus Community College
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