Stephen Vass

Senior technical support leader specializing in L3 escalation management, infrastructure support, warranty operations, and project deployment. Leads process improvements, root cause analysis, and cross-functional execution across enterprise support environments. Known for strengthening service delivery, improving workflows, and guiding teams through complex technical issues.

Senior Dell / Lenovo Warranty Engineer at PEOPLETOGO (2022-01 – Present)

• Optimized warranty procedures to improve client satisfaction and streamline support delivery across assigned accounts.
• Maintained certifications across Dell product lines, including servers, laptops, and desktops.
• Supported root cause analysis efforts to identify recurring issues and improve production processes.
• Trained new team members on warranty processes, procedures, and support expectations.
• Provided technical support to customers on warranty policies, procedures, and issue resolution.
• Contributed product feedback on design flaws and improvement opportunities based on field support findings.
• Prepared investigation reports summarizing customer complaints, findings, and recommended actions.
• Evaluated competitor products for features that could strengthen existing solutions and future designs.

Senior L3 Support at SCI LOGISTICS (First Team Transport) (2019-01 – 2022-01)

• Supported system operations for Canada Post locations across the country in a high-volume enterprise environment.
• Managed multiple concurrent priorities while maintaining service quality in a fast-paced support setting.
• Stayed current with industry trends and support practices through ongoing professional development.
• Helped shape departmental objectives, policies, procedures, and operating strategies.
• Coordinated multiple projects and support activities to ensure timely completion.

Site Lead Deskside Support at COREIO INC (2010-01 – 2019-01)

• Led process improvements that increased operational efficiency across service and support workflows.
• Implemented process changes that saved the company more than $100,000 in one year.
• Responded quickly to customer issues to maintain service continuity and resolve problems efficiently.
• Managed multiple priorities while remaining adaptable in a dynamic support environment.
• Used business software, including Microsoft Office and Adobe Creative Suite, to support reporting and daily operations.
• Directed daily team activities and provided guidance to support efficient workflows.
• Created project status reports for executive review and operational visibility.

Diploma in Infrastructure Analyst – NETSOFT COLLEGE OF TECHNOLOGY (2017-01 – 2017-01)