Mark Crawford
Hope
Summary
Dynamic Serviceability Engineer at Dell Technologies with a proven track record in stakeholder relationship management and process improvement. Expert in Agile methodologies, I successfully advocated for product enhancements, reducing service costs while ensuring high-quality technical documentation. My collaborative approach and data-driven decision-making have consistently driven project success and customer satisfaction.
Overview
25
25
years of professional experience
Work History
Serviceability Engineer
Dell Technologies
09.2025 - 09.2025
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
- Wrote, reviewed and edited technical document in accordance with template requirements.
- Advocated for product improvements to improve serviceability and reduce service costs
- Validated product documentation and field service procedures for dozens of products and 100's of releases
Software Developer
Dell Technologies
09.2000 - 09.2025
- Collaborated on stages of systems development lifecycle from requirement gathering to production releases.
- Developed software for enterprise infrastructure management
- Oversaw entire product deployments from vision and creation to rollout and delivery.
- Owned and prioritized product backlog.
Engineering Technologist
Dell Technologies
09.2000 - 09.2025
- Worked with vendors and other departments to improve product functionality, quality and effeciency.
- Interacted with suppliers, contractors and customers to identify material problems and process resolutions.
- Developed test and support equipment recommendations to enhance and streamline testing activities.
- Completed projects by effectively applying engineering, technical, and maintenance procedures.
Technical Support Engineer
Dell Technologies
09.2000 - 09.2025
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Acted as team lead, helping team members solve their issues and manage their customers
Education
No Degree - Computer Systems Specialist Certification
Northeastern University
Boston, Massachusetts, MA10-1999
Skills
- Feasibility analysis
- Agile frameworks
- Scrum framework
- Proposal presentation
- Construction engineering
- Schematic reading
- Technical reporting
- Prototype building
- Process improvement
- Customer empathy
- Product planning
- Roadmap development
- Stakeholder relationship management
- Scrum expertise
- Use case study generation
- Release planning
- Risk management
- Risk assessments
- Data-driven decision making
- Scrum methodology
- Agile development methodologies
- Timeline estimation
- Hardware and software installation
- Cross-functional collaboration
- Technical consulting
Accomplishments
- Enabled global professional services team to deploy and configure hybrid cloud solution with over $1B in sales
- Authored and maintained procedural documentation for multiple products and solutions
- Developed and delivered technical training to 1000's of individuals for multiple products and solutions
Timeline
Serviceability Engineer
Dell Technologies
09.2025 - 09.2025
Software Developer
Dell Technologies
09.2000 - 09.2025
Engineering Technologist
Dell Technologies
09.2000 - 09.2025
Technical Support Engineer
Dell Technologies
09.2000 - 09.2025
No Degree - Computer Systems Specialist Certification
Northeastern University