SHELLEY LE BRIS
Wanniassa,ACT
Summary
Service Account Manager in IT with over 15 years of industry experience, including a strong background and interest in high complexity technical challenges, such as Cisco networking, IT optimization, data analysis and tools integration.
Skilled in delivering customized and effective IT solutions and products to key accounts across Canberra, Queensland and South Australia, using a collaborative and open approach towards customer engagement.
Leveraging technical expertise and communication, negotiation, and relationship building skills, I have established myself as a trusted advisor to customers by driving positive outcomes.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Technical Customer Success Manager
Dell Technologies
05.2022 - Current
- Acted as a technical bridge between customers and internal support teams for both pre and post Sales solutions.
- Worked with customers to implement AI predictive tools and automation's to manage infrastructure products.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Worked with customers to manage fleet health via system maintenance, service contract renewals and pre-sales solutions such as product refresh.
- Acted as subject matter expert for Dell Tools such as CloudIQ, MyService360, Open Manage Enterprise and Secure Connect Gateway.
Senior Engineer
Dell ltd
08.2015 - 05.2022
- Team Lead to customer satisfaction team, leading to meeting satisfaction goals for the team for the first time in 25 years in my first year of this project.
- Project managed a number of high visibility, high impact, high volume, high complexity technical issues to resolution.
- Directly responsible for a number of global fixes implemented by Dell.
- Responsible for relationship building with external customers and a number of internal departments including Engineering, Quality Control, Sales, Marketing and Technical Customer Success Managers.
- Provided targeted training for frontline and senior agents
- Personally trained and mentored frontline agents, all of which have moved onto higher roles.
Senior Analyst
Dell ltd
10.2013 - 08.2015
- Worked with frontline agents to review and dispatch onsite technicians
- Worked with senior teams on high volume technical issues
- Provided targeted training for frontline agents.
Technical Specialist
Dell ltd
09.2012 - 10.2013
- Worked on inbound call centre providing technical support for ProSupport customers
- Responsible for meeting daily and weekly metrics including calls taken, customer satisfaction first time resolution.
Senior Technical Support Officer
toshiba isd
02.2008 - 09.2012
- Worked on inbound call centre to provide technical support to Toshiba commercial and consumer customers.
Education
Diploma Network Engineering -
TAFE NSW
Meadowbank, NSW01.2008
Skills
- Networking: Cisco switching and routing, 4G/5G
- Linux: RedHat, CentOS, Ubuntu, Debian)
- Hypervisors; VMware, Hyper-V, XCP-NG, Proxmox
- Deployment: Configuration Manager, Intune, AutoPilot, DISM, WinPE
- Dell Tools: CloudIQ, OpenManage Enterprise, MyService360, Secure Connect Gateway
- Hardware: Problem diagnosis, parts replacement
- Data analysis: Customer needs assessment, predictive fault finding
- Soft skills: Relationship building, incident management, customer advocacy
Certification
- ITIL Foundation
- CompTIA Server +
- CompTIA A +
Timeline
Technical Customer Success Manager
Dell Technologies
05.2022 - Current
Senior Engineer
Dell ltd
08.2015 - 05.2022
Senior Analyst
Dell ltd
10.2013 - 08.2015
Technical Specialist
Dell ltd
09.2012 - 10.2013
Senior Technical Support Officer
toshiba isd
02.2008 - 09.2012
Diploma Network Engineering -
TAFE NSW
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