Open to opportunities

Cross Ashford

@crossashford

Message

I resolve complex hardware and software escalations through diagnostics, analysis, and stakeholder coordination.

United States

Message

At Dell USA LLP, I handled highly complex and systemic technical escalations, performing hands-on hardware failure analysis and coordinating resolutions with engineering teams, account teams, third-party IT support, and customer executives.

Previously at CoreLogic/Mercury Network, I supported a proprietary software platform, documented customer issue resolution, and protected sensitive customer data. I use SQL, Python, troubleshooting, and data analysis to improve operational efficiency and resolve technical issues.

Experience

Work history, roles, and key accomplishments

Technical Analyst, Advanced Technical Support

Dell USA LLP

Sep 2018 - Aug 2025 (6 years 11 months)

Took incoming escalations from internal teams for highly complex or systemic issues. Corresponded with stakeholders including C-level executives and third-party IT support to diagnose and resolve issues, and conducted hands-on failure analysis and testing of customer hardware.

SQL Salesforce Jira System Diagnostics Software Troubleshooting Network Architecture Network Troubleshooting Server Troubleshooting Storage Troubleshooting NAS RAID PowerShell Issue Resolution Service Performance Data Analysis Technical analysis RHEL

Technical Support Specialist

CoreLogic/Mercury Network

Jul 2017 - Aug 2018 (1 year 1 month)

Handled incoming customer calls to provide support for the company's proprietary software platform. Coordinated with internal teams to resolve customer issues promptly, documented all actions, and maintained confidentiality for customer private data.

Software Troubleshooting Issue Resolution Customer Support Documentation Data Privacy