I am Dionne Noella a learning enthusiast and an aspiring Full Stack Web Developer ,
currently employed at
as a Senior Solutions Consultant (TAM) in the Google Cloud division. Previously I was at
,
serving in the capacity of a Customer Experience Manager for some of
the largest enterprise and strategic accounts in the data management domain & prior
to that I
was with VMware, where I worked
through the ranks from a Support Engineer to a
Horizon Cloud
Global Escalation Manager in the space of Desktop and Application as a Service.
My 7+ years of experience in the domain of customer experience and service management positions me
to provide unique perspectives on how end users interact with websites, software and platforms. Passionate
about cloud technology and responsive web development by creating meaningful web applications that will set
the foundations for using “Technology for Good” (social causes)!
I’m experienced in testing, troubleshooting,consulting and architecting solutions for cloud technologies
which form the basis for web application deployments as a hosting platform for enterprises-an area I am keen
to work in to bridge the 2 worlds.
A self-driven, motivated, aspiring Full Stack Web Developer who is not only a Team Player
but also an Organizational Leader and an “Achiever” with 7+ years of experience in Cloud
technologies, Desktop & Application Virtualization & Customer Engagement + Advocacy !
Leadership & Recognition
★ Recognized in the League of Extraordinary TAM’s -
Q12021-less than 3 months in Google role | May ‘21
★ Google Volunteer at Little Friends of Elderly to
teach Seniors Tech| Feb ‘21
★ Employee Health, Well being and Mindfulness
BlueDot Ally at Google | Feb ‘21
★ W@R (Women at Rubrik) North America Delegate | Dec ‘19
★ VMworld Speaker for 2 sessions on “Horizon
Cloud”| Aug ‘19
★ VMware “Top Performer” recognition| ‘16, ‘17
★ “Leading Support Case Deflector” award | ‘16
★ Rendered editorial assistance for “Cloud to
Edgeware” book published on | 1st Nov ‘15
★ Presented at the White House & ITERA Conference
on ‘Emergency Communications using Social Media
Platforms’ | 27th -29th May ‘15
★ Research Assistance @ Syracuse University (SU)
for developing a Graduate-level course: IST 600 -
Cloud Computing | Jan ‘15
★ President of Worldwide Innovation Technology
(WiTec) at SU | Jan ‘15
★ First Female Sports SecretaryXavier
Institute of Engineering - MU | Jun ‘12 - May ‘13
★ Basketball Network AssociateSummer Camp CoachSt. Louis
Convent High School |
‘02 -‘07
Professional Experience
Google | Senior Solutions Consultant
Feb ‘21 - Present | US Remote
➔ Lead strategic and technical faceted enterprise-grade Google Cloud Product/Service adoption
projects in addition to Cloud Transformation initiatives with leading Organizations generating
greater than US $25 million Annual Run Rate (ARR)
Rubrik | Customer Experience Manager
Oct ‘19 - Feb ‘21 | Morrisville, NC
➔ Operated as a ‘Customer Champion’- a trusted advisor and an organizational extension for
Account(s) sized greater than uS $1.5Million
➔ Accelerated customer purchase value realization by proactively driving optimization
through
goal setting, quarterly debriefs and early growth footprint opportunity identification
➔ Grew repeat purchases by 7% for Strategic Rubrik multi-million $ Global CEM Accounts by
leading program adoption and return on investment measurement initiatives, in addition to
spearheading service offering refinement opportunities
➔ Owned the end to end lifecycle of a customer from cradle or pilot state through renewals
VMware | Escalation Manager
Aug ‘18 - Oct ‘19 | Atlanta, GA
➔ Served as a single point of contact for resolving highly escalated Customer Issues
➔ Boosted customer retention by 5% through improved upgrade & process changes
➔ Championed customer advocacy by liaising with internal teams to limit user downtime
➔ Interfaced with Executives internally and externally by presenting analyzed reports for
the
true
cause and mitigation in addition to developing enhancement roadmap prioritization
VMware | Technical Support Manager
Feb ‘17 - Aug ‘18 | Atlanta, GA
➔ Managed and professionally developed & mentored a globally dispersed team of 20
➔ Drove focused clientele experience optimization through improved Net Promoter Score (NPS)
& Customer Satisfaction (CSAT) by driving-down escalation counts by 15% MoM and time to
resolution (TTR) by 25% WoW through global cross-region enablement
➔ Designed, developed and implemented processes and systems to enhance technical workflows,
supportability, and incident management
➔ Served as a primary intermediary between Global Support & internal & external stakeholders
➔ Analyzed and reported business metrics & facilitated blameless postmortems
➔ Reduced “Lighthouse Account” (Enterprise Customers) issue time to resolution by analyzing
root causes and identifying process gaps
VMware AirWatch | Technical Support Engineer
Apr ‘16 - Feb ‘17 | Atlanta, GA
➔ Troubleshot to resolve issues posthaste via phone, email & web engagements
➔ Refined documentation & knowledge article repository to decrease support cases
➔ Built out and tested lab environments and training material for new onboarding engineers
Airwatch by VMware | Application Support Engineer
May ‘15 - April ‘16 | Atlanta, GA
➔ Provided support for installations, enrollments, best practice recommendations
➔ Responsible for barebone analysis during self-upgrades
➔ Supported a diversified fleet of devices like Nokia, Ruggedized, Symbian, Windows,
Android,
Blackberry like Mobile Operating Systems for a global customer base
Education
Certificate: Coding Bootcamp
May‘21 - Nov‘21 | A+
University of North Carolina(UNC)
Master of Science: Telecommunication and
Network Management
Aug ‘13 - May‘15 | 3.297/4
Syracuse University(SU)
Bachelor of Engineering: Electronics and
Telecommunication
as a Senior Solutions Consultant (TAM) in the Google Cloud division. Previously I was at
,
serving in the capacity of a Customer Experience Manager for some of
the largest enterprise and strategic accounts in the data management domain & prior
to that I
was with VMware, where I worked
through the ranks from a Support Engineer to a
Horizon Cloud
Global Escalation Manager in the space of Desktop and Application as a Service.
