Cuong Luu

Having started my professional career over 25 years ago and moving up the corporate ladder – from Critical Response Engineer to Sr. Solutions Architect to Global Practice Manager to NPI Enablement for Support Services, I possess a combination of technical ability, interpersonal skills and managerial thought leadership. Having been blessed to have worked in over 25 countries and traveled to 54, I have the experience and awareness of many diverse cultures and business etiquette to successfully interface with customers and team members on a global scale. Combined with my ability to work well under high pressure situations, be a self-motivator, and be a team player, I am a sound choice for positions where goals and results matter.

• Agile
• Attention to detail
• Automated testing
• Business analysis
• Communication
• Customer service
• Data analysis
• Data visualization
• English
• Financial analysis
• Inventory management
• Leadership
• Linux
• Logistics
• Microsoft Excel
• Microsoft Office
• Microsoft Outlook
• Microsoft Word
• Organization
• Problem solving
• Product management
• Project management
• Quality assurance
• Requirements gathering
• Sales
• Teamwork
• Time management

1. NPI Remote Support & Field Services Enablement – Data Protection Division

   DELL TECHNOLOGIES

   Jan 2022 to Present

   Round Rock, TX, USA

   As an Enablement Lead for both remote support and field services, I help ensure readiness for NPI (New Product Introduction) products with the help of AI, ensuring each technical staff has the latest training, tools, documentation and set global baseline readiness for each product launch. • Ensure readiness on NPI data protection products by updating the AI requirement in each NPI cycle for the 20 products in the Data Protection Division. • Work with technical individual and management to address feedback and requests for improvements in the AI system and/or set baseline for readiness. • Ensure timely training and tools are delivered and there are sufficient support staff trained to support the NPI • Converted excel based readiness tracking to AI for over 5000 individuals in 5 organizations.

2. Americas Deploy, Field and Managed Services Discipline Lead – Data Protection

   DELL TECHNOLOGIES

   Jan 2018 to Jan 2022

   Round Rock, TX, USA

   As the Americas DPD Program Discipline Lead, I manage services, tools, training, documentation, and readiness for all data protection products – helping enable Presales, Professional, Field and Managed Services teams in the Americas. • Ensure readiness on NPI data protection products for Presales, Professional, Field and Managed Services teams • Work with product core teams to establish product quality and serviceability needs, related to Professional, Field and Managed Services

3. Global Practice Manager

   EMC CORPORATION

   Jan 2013 to Jan 2018

   Hopkinton, MA, USA

   As a GPM, I manage services, tools, and training for both the Professional Services Delivery and Presales enablement for 6 out of the 11 total Data Protection and Availability Division (DPAD) products. These products closed over $171.7 million in Professional Services (PS) revenue in 2013. • Integrate Presales and Delivery Data Protection tools to reduce time needed to manually input data at various stages, by various function groups. This will save EMC $4-7 million in operating costs per year and speed up the quoting process by an average of 10%. • Streamlined the PS services process to bring it to market 1 cycle earlier, allowing for an additional three months of services revenue to be made.

4. EMEA Advisory Solutions Engineer

   EMC CORPORATION

   Jan 2009 to Jan 2013

   Hopkinton, MA, USA

   In the Advisory Solutions Engineer role, I travelled mainly in EMEA with occasional trips to APJ and Americas, to design and help sell complex backup environments for enterprise level companies. Additional tasks include being an escalation lead and Technical Project Manager for accounts in critical status.

5. Sr. Solutions Architect

   EMC CORPORATION

   Jan 2006 to Jan 2009

   Hopkinton, MA, USA

   In the Sr. Solutions Architect role, I worked within the Northeast USA/Canada region to design, implement and troubleshoot mid market and enterprise customer environments.

6. Sr. Critical Response Engineer

   EMC CORPORATION

   Jan 2003 to Jan 2006

   Hopkinton, MA, USA

   As a Sr. Critical Response Engineer, I traveled globally to troubleshoot and resolve problems with accounts in critical status. The critical response team is the highest technical escalation point in the company and works in conjunction with Engineering.

7. Customer Support Engineer

   LEGATO SYSTEMS INC.

   Jan 2000 to Jan 2002

   Mountain View, CA, USA

   In the Customer Support Engineer role, I provide technical support mainly over the phone but occasionally onsite. Support covers all customers globally and required on-call rotations. • Part of the 9/11 team to help Wall Street customers perform onsite disaster recovery in 2001

1. Hult International School of Business

   Executive Master in Business Administration

   London, United Kingdom

   2014 to 2016

2. Hult International School of Business

   Executive Master in Business Administration, Business Administration

   London, United Kingdom

   2014 to 2016

3. University of Toronto

   Computer Engineering

   Toronto, Ontario, Canada

   1993 to 1997

4. Ryerson University

   Aerospace Engineering

   Toronto, Ontario, Canada

   1992 to 1993