Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

ROCCO FALCONE

Mount Pleasant,South Carolina

Summary

A confident Customer Support Engineer with expertise in assisting customers while promoting efficiency, respect and patience. A member of the Vertiv Safety Advisory Committee, additionally preformed as District Safety Coordinator while serving in the Atlanta district. Looking to take 30 years of customer relationship experiences and apply them to the Customer Success Manger roll. Communication is the key to any business relationship.

Overview

38
38
years of professional experience

Work History

Customer Engineer Level 4

Vertiv Services
10.1993 - Current
  • Utilized strong interpersonal skills to build lasting relationships with customers, fostering loyalty and repeat business opportunities.
  • Served as a liaison between clients and internal teams for escalated issues, facilitating satisfactory resolutions for all parties involved.
  • Elevated overall client satisfaction scores via consistently delivering prompt resolutions while maintaining an empathetic approach.
  • As District Safety Coordinator monitored and trained fellow employees in all of Vertiv's safety policies and procedures.

Service Technician

Delta Equipment Systems
08.1992 - 10.1993
  • Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
  • Adhered to safety protocols and policies to reduce workplace hazards.
  • Explained diagnostic findings to customers and outlined repair or service options.
  • Enhanced client retention through exceptional communication skills and committed to addressing concerns promptly.
  • Provided on-call support outside of normal business hours, ensuring uninterrupted service for clients experiencing emergencies or critical failures.
  • Demonstrated to customers proper methods for operating equipment after it had been installed.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Inspected equipment to diagnose operational issues.
  • Responded to customer inquiries quickly and professionally to increase satisfaction.

Nuclear Qualified Electricians Mate

US Navy
08.1986 - 06.1992
  • Completed two year long Naval Nuclear Power training program
  • Served aboard US Navy Ballistic Missile Submarine Henry L Stimson
  • Served as Electrical Division scheduled maintenance supervisor and sound silencing supervisor.
  • Enhanced vessel safety by conducting thorough inspections and maintaining equipment to meet regulatory standards.
  • Managed maintenance schedules for all onboard equipment, ensuring optimal functionality and minimizing downtime.
  • Kept watch aboard vessels to identify changing conditions or potential issues and implement corrective actions.
  • Achieved rank of E6 within six years of service.

Education

Qualified in Naval Nuclear Power Operations - Nuclear Engineering

Naval Nuclear Power Training Command
Orlando, FL
10.1988

High School Diploma -

Elk Grove High School
Elk Grove Village, IL
06.1986

Skills

  • Customer Support
  • Problem Solving
  • OSHA 30 Qualified
  • Solving Complex problems while keeping customers informed of progress
  • Troubleshooting
  • Incident Management
  • Building strong relationship with local Sales Team to keep customers loyal to Vertiv
  • Call triaging
  • Remote Support
  • User Training
  • Telephone and email etiquette
  • Multitasking Abilities

Affiliations

  • Saint Vincent de Paul Society
  • F3
  • Knights of Columbus
  • VFW

Timeline

Customer Engineer Level 4

Vertiv Services
10.1993 - Current

Service Technician

Delta Equipment Systems
08.1992 - 10.1993

Nuclear Qualified Electricians Mate

US Navy
08.1986 - 06.1992

Qualified in Naval Nuclear Power Operations - Nuclear Engineering

Naval Nuclear Power Training Command

High School Diploma -

Elk Grove High School

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ROCCO FALCONE