Christopher Lay

Experienced Project Manager delivering customized IT and infrastructure solutions for global enterprise clients. I lead projects end-to-end from requirements analysis and solution design through deployment and implementation. As primary client interface, I translate complex technical needs into scalable solutions while aligning stakeholders across engineering, manufacturing, and operations. My focus is on risk control, efficiency, and measurable business impact.

Led resolution of complex, business-critical customer challenges beyond standard support levels, acting as the central technical interface between enterprise clients, engineering, and project teams. Specialized in optimizing customized infrastructures including BIOS-level issues. Proactively mitigated technical risks in presales phases and contributed to global knowledge frameworks while upskilling regional support teams across EMEA.

Provided advanced technical support for complex cases and served as escalation point for first-level teams. Improved service efficiency by reducing repeat dispatches through root cause analysis and process optimization. Covered a broad enterprise hardware and software portfolio while coaching junior technicians to improve resolution quality, performance metrics, and overall customer satisfaction.

Delivered frontline enterprise technical support within Dell Technologies ProSupport, diagnosing hardware, software, and peripheral issues across diverse IT environments. Acted as outbound escalation support for complex cases by gathering diagnostics and accelerating resolution workflows. Consistently achieved high first-contact resolution through structured troubleshooting and strong customer communication.