• Cedar Park TX
Charles Vines

Charles Vines

Experienced support professional seeking opportunities to successfully build a team and maximize human capital.

Work History

Work History

Enterprise team lead

May 2011 - Jun 2015
Dell KACE

Responsible for supervising a large team of remote support employees.   Assisted with advanced and complex customer support issues.  Engaged and assisted in resolving customer and sales escalations.  Participated with management in creating operational improvements for the team.    Assisted in ensuring that strict service level agreements were met for customers submitted cases.     Ensured availability of online tools and resources so that the remote team could do day to day functions.    Gave individualized attention to team members that were on performance improvement plans.   Acted as a liaison between level 1 support, level 3 support and development.      Was responsible for creating an audit structure and auditing customer cases to ensure quality.

Enterprise support technician

Sep 2009 - May 2011
Dell KACE

Offered support for all  KACE software products (systems management, device OS imaging and enterprise mobility management) in a busy call center environment.   Supported issues directly related to KACE software and assisted in troubleshooting environmental issues (such as networking, name resolution) to ensure customer satisfaction.     Offered support of multiple customer OS environments (windows, IOS and Linux/Android).   Was able to manage high case loads while still offering high customer satisfaction.      Acted as a go to technician for specialized and technically complex customer issues.   

High Complexity Microsoft Enterprise technician

2006 - 2009
Dell

Supported some of Dell's largest and most important customers on mission critical software applications, such as Exchange (email) and SQL (databases).     Assisted customers with establishing best practices, troubleshooting software and customer environmental issues,  performing application updates and upgrades as well as offering support for migrations.    Was a go-to technician for difficult customer escalations.     

Education

Education

Certifications

Certifications

Cisco Certified Network Associate (expired)

demonstrates knowledge of configuring and troubleshooting Cisco layer 2 and 3 network devices

Broadcade Certified Network Engineer

demonstrates knowledge of networking technologies and protocols along with Brocade specific routers and switches