John Staples
DELL/EMC Technologies Senior Analyst
- Role
- Senior Analyst at Dell Technologies
- Location
- Raleigh-Durham-Chapel Hill, NC, US
- LinkedIn followers
- 500 followers
About John Staples
Experienced Technical Support Engineer with a demonstrated history of working in the…
Experience
Senior Analyst
Aug 2014 — Present
Provide remote technical support to DELL/EMC customers on enterprise level accounts. Provide troubleshooting and break/fix support.Works service requests via automated dial-homes, voice initiated technical calls from Customers, Partners, internal and field DELL/EMC employees, Chat and Web support calls.Provide updates in a clear and concise manner.Apply technical knowledge to analyze and use technical troubleshooting tools to diagnose issues.Accepts escalated requests from other technical team members; makes independent decisions to determine service level severity and assess when and how to escalate to other resources.Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.Participating in and possibly leads conference calls with customers; knows their audience and articulate accordingly.
Education
Methodist University
Bachelor's Degree, Sociology
2011 — 2014
Christian House of Prayer Killeen Texas
Sonship School of the First Born
2015 — 2016
Moriah Institute of Christian Studies
Master's Degree, Theology (Magna Cum Lauda)
2013 — 2015
Moriah Institute of Christian Studies
Bachelor's Degree, Theology (Magna Cum Laude)
2006 — 2009
Moriah Institute of Christian Studies
Doctor of Ministry, Theology and Religious Vocations (Magna Cum Lauda)
2017 — 2019
Warrior Family Ministries Basic Chaplain Training
Chaplaincy
New Horizons Computer Learning Centers
Security and Network Infrastructure Specialist, Certificate of Completion
2012 — 2013
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