Andrew Malecha
@andrewmalecha
Accomplished Quality and Support Leader
United StatesWhat I'm looking for
As a seasoned technical support manager, I have a proven track record of leading high-performing teams, implementing quality initiatives, and delivering exceptional customer experiences. With a strong background in project management, strategy, and implementation, I excel at creating and delivering dynamic training presentations on new procedures. My technical troubleshooting skills, communication abilities, patience, problem-solving, and computer proficiency make me a valuable asset to any organization.
I am passionate about fostering a culture of continuous improvement and innovation, collaborating with cross-functional teams to achieve lofty organizational goals. My experience in team leadership, talent development, and process improvement has enabled me to drive positive change and enhance overall customer satisfaction.
With a strong educational foundation in business management and information technology management, I am well-equipped to navigate complex technical environments and drive business growth.
Experience
Work history, roles, and key accomplishments
Senior Principal Regression Test Engineer
Dell Technologies
Jan 2010 - Feb 2023 (13 years 1 month)
Designed comprehensive test plans to ensure the successful implementation of all customer-facing software and hardware upgrades. Led multiple testing initiatives to validate new software and hardware features, guaranteeing their seamless performance and quality.
Senior Manager, Quality
Dell Technologies
Jan 2014 - Jan 2015 (1 year)
Successfully led numerous projects that significantly enhanced the efficiency and effectiveness of frontline support operations. Ensured that products and services surpassed customer expectations in terms of quality, performance and reliability.
Senior Manager, Support
Dell Technologies
May 2011 - Jan 2014 (2 years 8 months)
Led and managed two managers and a team of over 30 to successfully drive new business initiatives and enhance overall customer satisfaction. Provided critical customer management by actively engaging with customers to resolve escalated issues promptly and effectively.
Manager, Support
Dell Technologies
Jul 2010 - May 2011 (10 months)
Directed and coordinated support teams to drive positive customer experiences through proactive escalation management and process optimization. Proactively addressed and resolved critical customer issues and escalations, achieving timely and satisfactory outcomes that enhanced customer satisfaction.
Lead Support Engineer
Dell Technologies
Dec 2009 - Jul 2010 (7 months)
Served as the primary technical resource for escalations, managing case resolutions, enhancing customer communication, and creating innovative training programs for team development.
Education
Degrees, certifications, and relevant coursework
Andrew hasn't added their education
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Location
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