Dawud Bey

Livermore, CA 94551 805.550.9861 dawudbey5@gmail.com https://www.linkedin.com/in/dawudbey/

Customer Technical Escalation Manager

Technical Support - IT Management - Project Management

Technical Troubleshooting
System Administration
Web Based Application
Support
Cross-Team Collaboration
Database Management
Software Requirements
Quality Assurance
Server Optimization
Analytical, highly motivated professional with repeated success leading the support,
enhancement, and deployment of business-critical networking solutions, user
applications, and engineering.
Skilled in aligning end-user needs with long-term resolutions to complex IT challenges.
Track record of success developing and evaluating systems aimed at improving quality
and efficiency.
Skilled troubleshooter continually focused on identifying, isolating and resolving
technical issues.
Accomplished communicator skilled in building and strengthening customer
relationships across functions to drive cohesive, strategic operations.

CAREER ACCOMPLISHMENTS
Played an essential role in coordinating Subject Matter Expert training for technical support teams.
Established innovation and leadership with team process improvements by requesting ECAG engagement support and
out of cycle hotfix process.
Recognized with Customer Impact Award numerous quarters/years for exemplifying resilient team support to resolve
complex issues and aid customers to successfully meet goals.
Managed 3rd party escalations effectively and efficiency for IBM, MSFT, and Oracle.
Revitalized project management processes utilizing Documentum enterprise software.
Productively led and mentored cross-functional teams in multi-facility environments, enhancing productivity.
Communicate effectively with individuals at all levels of technical understanding.

PROFESSIONAL EXPERIENCE
DELL EMC Pleasanton, CA 1999-2017
Senior Escalations Manager (20132017)
Owner/driver of customer escalations, from organizing calls to coordinating internal cross functional resources with the goal
of making customers successful. Collaborate with customer support + engineering in organizing quarterly subject matter
expert training for technical support teams. Managed and tracked 3rd party vendor escalations (MSFT, Oracle, IBM, Aspose)
Client Service: Delivered elite customer service through daily contact, problem assessment, prompt determination of
corrective actions and comprehensive follow-up within product development/engineering group.
Project Management: Played an essential role in compelling cross-functional troubleshooting of complex engineering;
delivered effective resolutions and achieve required deliverables with engineering teams.

Enterprise Support Engineer (2006-2013)

Provided personalized support and troubleshooting for all EMC products deployed by Enterprise customers. Analyzed and
delivered guidance on future product line features during weekly status calls. Provided weekly status reports and defined
upgrade plans cooperatively with customers. Subject matter expert for web content management, content transformation
services, and platform products.
Dawud Bey
Page 2 Career Progression (Cont.)

Efficiency & Quality Improvements: Designed and administered internal training of knowledge transfer and technical
white papers. Boosted customer satisfaction by mentoring team members on effective business practices.
Client Service: Executed on-site visits and health checks for customers as necessary, ensuring customer satisfaction.

Senior Technical Support Engineer (2005-2006)

Assisted in recruitment, training, and mentoring new staff. Collaborated with EMC engineering team on managing
escalations and hot sites. Oversaw staffing for after-hours support and 24/7 mission critical support. Documented case
activities and daily time records.
Server Support: Executed operations-wide support for Documentum web based products while aiding as technical
resource on specific web products.
Systems Management: Integral participant in supporting server and web teams on managing cases to meet
requirements of support for customers and partners.

Support Services Senior Consultant (2000-2005)

Oversaw support for Documentum compliance and non-web based client products that do not require web servers.
Performed as technical resource for specific document client products within support.
Server Support: Provided remote support to customers and partners while overseeing hot sites and escalations.
Efficiency & Quality Improvements: Designed and orchestrated Documentum Technical Fundamentals course to NA
Support.
Project Management: Played a key role in training support staff and development of new Toronto Support Center.

Additional experience as Support Services Analyst for Dell EMC.

TECHNICAL PROFICIENCIES

Operating Systems: Linux, Windows 2008/2012, Windows 7

Tools: Salesforce, Jira, LDAP, MS Office
Database Systems:
Oracle 11
Application Servers:
Apache Tomcat , WebLogic 12, IBM WebSphere 8
Hardware/Software: Vmware (Workstation, Sphere Client), Dockers, Documentum

EDUCATION AND CERTIFICATIONS

CALIFORNIA POLYTECHNIC STATE UNIVERSITY, San Luis Obispo, CA
Bachelor of Science, Computer Engineering

Certifications
EMC Proven Professional Technology Architect (EMCTA) | EMC Proven Professional System Administrator (EMCSyA)
EMC Proven Professional Content Management Foundations (EMCSPA)