1. Grady Smith
1861 Windflower St  River Falls WI, 54022  (715) 338-5976  Gradysmith1976@gmail.com
Objective
 Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve
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challenging technical issues.
 Proven history of providing customer facing, expert level consultative and escalation support for Dell
Compellent SAN storage platform.
 Committed to managing high level critical situations for customers and internal teams, to include; resource
coordination, communication facilitation, and logistic sourcing
 Quickly learn and master new technology; equally successful in both team and self-directed settings; and
proficient in a range of computer systems, Enterprise operating systems, tools, trouble shooting and testing
methodologies.
 Established history of dedication to customer satisfaction and teamwork.
Personal Profile
Motivated and detail orientated, with a talent for quickly mastering technology. A well established and proven
history of Critical Escalation management, communication facilitation, research application, information
gathering and analytical skills. Worked with multiple teams to support achievement of customer incident
escalations, project management and on time delivery on internal and/or external commitments. Complete
dedication to the customer and their needs, going above and beyond the day to day responsibilities to ensure the
customer is satisfied.
Career Profile
 General knowledge of procedures and activities within own work area.
 Ability to relate actual day-to-day work to business priorities.
 Focused on learning the key aspects and duties of the job being performed
 Applies research, information gathering and analytical skills.
 Selects appropriate alternatives from defined options.
 Collects required documentation; verifies conformance of documents with standards.
 Assesses accuracy of detailed information.
 Tracks, maintains and produces regular and ad hoc reports.
 Handles detailed, structured problems.
 Identifies roadblocks to task completion and effectively brings them to leadership for resolution.
 Generally uses existing procedures to resolve standard problems.
 Works on assignments where judgment is required a majority of the time.
 Works under general direction, seeks assistance as needed.
 Completes work in accordance with accepted practices within field.
 Establishes approaches for completing assignments.
 Independently gathers information.
 Adjusts to multiple demands and shifting priorities; accepts responsibility for results of actions.
 Works with team to support achievement of project milestones and deliver on internal and/or external
commitments.
 When assigned to a customer team, supports small project teams or specific components of a customer
engagement.
 Contributes to own team/closely related teams through quality and accuracy of own output
Certifications:
ITIL Foundations Certificate in IT Service Management July 10, 2014
VMware VCA-DCV September 13, 2012
CompTIA A+ May 6, 2011

2. Grady Smith
1861 Windflower St  River Falls WI, 54022  (715) 338-5976  Gradysmith1976@gmail.com
Current Professional Experience
DELL: ENTERPRISE TECHNICAL SUPPORT RESOLUTION MANAGER
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NOVEMNER 201 – CURRENT
 Providing customer facing, expert level consultative and escalation support for Dell Compellent Storage
Center and Applications
 Collaboration with Dell Compellent’s Copilot Solutions Engineers to resolve customer Storage Center
issues
 Working with other vendor support teams to ensure customer issues are resolved in a timely manner
 Advising peer technical and marketing teams on matters that affect overall customer experience;
identifying targets for proactive maintenance or other systematic field issues
 Coordination of technical resources within Dell or partners.
 Communication of updates to the Customer, Business Partner and Dell teams involved.
 Effective communicate via telephone, email, and in person to both technical and non-technical
personnel.
 Team project management
DELL COMEPELLENT: ENTERPRISE TECHNICAL TEAM LEAD: ONLINE SUPPORT.
JULY 2012 – NOVEMBER 2013
 Mentoring team members, both new and existing.
 Coordination of technical resources internally in Copilot Support and Dell Pro-Support. When
necessary, also with external vendors when required.
 Delegation of escalation issues to members of the team including follow up to ensure resolution.
 Communication of updates to the Customer, Business Partner and Dell teams involved.
 Effective communicate via telephone, email, and in person to both technical and non-technical
personnel.
 Copilot Lead Associates are subject to Off-Duty / On-Call support that will be scheduled on a rotational
basis. This requires the Copilot Lead Response Engineer to be accessible and deliver solutions that are
in response to customer inquiries.
Employment History
DELL COMPELLENT – Eden Prairie, MN Enterprise Technical Associate
2011 to 2012
KOBRA MOULDS – Hudson, WI Welder
2010 to 2011
CADINAL GLASS – Hudson, WI Order Specialist
2006 to 2010
CELLULAR ONE – Crookston, MN Salesman/PC repair tech
2004 to 2006
WEST PUBLISHING – Eagan, MN Machine Operator/SAP Tech
1998 to 2003
US ARMY – Ft Campbell, KY Imagery Analyst
1992 to 1998
Education
GLOBE UNIVERSITY – Woodbury, MN A.A.S Information Technology 2012
GPA: 3.75/4.0
BROWN COLLEGE- Mendota Heights, MN A.A.S Culinary Arts 2003
GPA: 3.8/4.0
US ARMY– Ft Huachuca, AZ Certificate of Imagery Analyst 1994
GPA: 3.8/4.0