Rainer Hedemann

Case escalation management , Process post-mortems Root cause analysis , Education, Support process review Account Management, Monthly service review meetings Installed base data management assistance , Lifecycle management reports Account documentation , Business Reviews, Best practice recommendations and tracking , Case trending analysis Field alert analysis , Reporting , Upgrade Advice ,Release recommendations and bug tracking Quarterly upgrade planning

•Primary contact for the customers for all their business needs •Additionally being responsible and assigned to five strategic Customers •Escalation management (specialized for EMC, EQL and Compellent escalations) to ensure quality of services and products •Direct support of customer's projects and technical issues •Realization of strategies and concepts in IT business •Providing Services & Support for large enterprise and public customers •Storage TAM SME

•Responsible for the service delivery and quality of customer service for Dell Gold and Platin Customers •Actively supporting the customer in all aspects through to problem resolution. •Providing support for advanced Storage, Tape Library/Backup Software and issues in a SAN/Fibre/SCSI/SAS environment. •Engaging key areas of the business to resolve customer incidents as efficiently as possible •Administration duties, liaise with TAM and Sales Team.

•Analysis of the service provided by a team of engineers •Providing high level of technical Support •Escalating Cases •Escalation Management in collaboration with complaint Management and Sales Team

Successfully completed and passed: People Management Diploma I Certificate on request.

Successfully completed: "Rhetoric - Volubility and Persuasiveness", Course 4 of 4 (Management-development-Program, Course 4 of 4 )

Successfully completed: "How do I appear to others", Course 4 of 4 (Management-development-Program, Course 3 of 4 )

Successfully completed: "Time & Self Management", Course 4 of 4 (Management-development-Program, Course 2 of 4 )

Successfully completed: Management-Diplom Studienfach "From an employee to a Manager" , (Management-developmental-Programm, Part 1/4)