This resume is for Michael S. Spence, who has experience in technical support, project management, customer success, and training and development. He currently works as a Senior Technical Support Engineer at Dell EMC, where he leads a team that achieved a 96% customer satisfaction rate. He also has experience in the military as a Signal Support Systems Specialist in the Army National Guard. He is seeking a new opportunity to leverage his skills and experience to drive success for a growing company.

1. Michael S. Spence
3919 Teaberry Ln • Sun City Center, FL 33573 • (910) 622-2232 • mikespence29@gmail.com
CAREER OBJECTIVE:
Results-oriented professional with a combination of experience and knowledge in training and
development, customer success, and project management. Aiming to leverage my skills to
produce and drive success for a growing company.
PROFESSIONAL SUMMARY:
A military and technology professional with business, education, and networking involvement.
My competitive and skilled background, along with expertise, has enabled me to succeed and
achieve maximum results. Excellent interpersonal and communication skills allow me to work
effectively with clients and associates alike.
SOFT-SKILLS:
 Linux/Windows  Organization  Problem-solving
 Team Building  Strong communication  Management
 Virtualization  Multi-tasking  Leadership
WORK EXPERIENCE:
Dell EMC, Remote, US
Senior Technical Support Engineer, Data Protection Advisor
Oct 2015 – Present
 Rendering tier 2 and 3 support for issues related to production; coordinating with the
Engineering team to resolve product issues/bugs and enhancement requests
 Managing customer tickets through Salesforce and JIRA; documenting the required
information and following up with stakeholders until resolution has been provided
 Manage global support queue and customer escalations to track issues through to
resolution, along with ensuring time limit milestones are completed
 Led team of six associate engineers to a customer satisfaction rate of 96% in 2021, an
increase of 17% of the previous fiscal year
 Troubleshoot software/hardware issues on Linux, Windows, VMWare, and other virtual
platforms
United States Army National Guard, Wilmington, North Carolina
Signal Support Systems Specialist
Nov 2011 – Jan 2019
 Supervised 253 staff members using a secure network, resulting in no security issues
over a two-year period
 Delivered instructor-led training resulting in zero security breaches during combat
deployment
 Manage technical support staff to ensure all communication equipment remained in
working order
 Managed project to build fiber optic network throughout Army base with a budget of
$8,000,000

2. Verizon Wireless, Wilmington, North Carolina
Small Business Account Manager Jan 2012 – Jun 2014
 Accountable for building new and existing small business portfolios to maximize benefits
 Proactively manage relationships with small and medium businesses to drive sales
 Generated annual revenue of $2.3 million across 3 different area retail stores
 Top five small business manager throughout the region and led store most profitable
location in Tennessee/Carolinas region in 2013
CAREER ACCOLADES:
Volunteer Property Management, Chattanooga, Tennessee Jul 2012 – Jan 2019
Managing Business Partner
Cannonball, Inc., Chattanooga, Tennessee Mar 2011 – Jan 2012
Executive Sales Account Manager
Soccer USA, INC., Brentwood, Tennessee Aug 2008 – Mar 2011
Store Assistant Manager
EDUCATION:
Master’s degree, MBA, Human Resources and Project Management, 2019
Walden University, Minneapolis, MN
Bachelor’s degree, Business Administration, 2010
Middle Tennessee State University, Murfreesboro, TN
CERTIFICATIONS:
 Information Storage Management, Dell EMC, 2015
 Network + certification, CompTIA, 2015
 Cloud Infrastructure and Services, Dell EMC, 2016
 VMware Certified Professional 6.7, VMware, 2021