William Aranda

Background

About William Aranda

Key responsibilities • Responsible for the overall customer satisfaction and deliver a positive customer experience according to Dell Technologies standards. • Identify and resolve issues utilizing the tools available and resourcing necessary support staff. • Demonstrate ownership. • Responsible for following defined policies & procedures (e.g. verifies warranty entitlement, services available) • Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures. • Document problems in the support solution database for diagnostics and solution implementation. • Attend required technical training sessions and make effective use of any assigned lab time. • Advise and educate customers within procedural guidelines to ensure a complete solution to their technical or service questions. • Identify, research and provide input on unique or recurring customer problems. • Provide timely response to executive escalations with appropriate notification to all required EMEA with a special focus on FR staff (SAMs, Management, SMTs) Knowledge, Skills, and Abilities •My story starts in Spain, where i was born and lived with my family in Jerez de la Frontera, then moved to Ireland go to collegue and quickly started working in the corporate world in Compaq, Nortel, Accenture, and finally came to Montpellier to work for Dell. •Fluent English, Spanish, French and Italian •Identify and resolve technical issues (level 1-2) with Hyper-Converged Infrastructure (VxRail) solutions. •Strong understanding and proven work experience with VxRail, PowerEdge servers and storage hardware, specially with Cisco or Brocade based SAN infrastructures •Strong problem solving and analytical skills. • Excellent knowledge of Dell EMC Hyper-Converged Infrastructure (VxRail) hardware - clustering; Dell Software & Services (Prosupport Plus, ProDeploy) • Proven track record in managing multiple escalations with effective follow-up/follow-through and timely documentation. • Excellent Customer focus. • Excellent communication & customer handling skills. • Self-motivated and results driven. •Industry certifications: ITIL •Excellent planning, priority and time management skills •Active member of ERGs in Dell - Pride, Planet, True Ability and Mosaic