Service Excellence

How DELL EMC Services Helps Customers on Their Journey to Transformation

By Mary Cay Kosten Senior Vice President, Dell Technologies Services Operations June 6, 2017

Earlier in May, I once again attended our annual customer event Dell EMC World where the theme was “Realize Your Digital Future.”  This event was bigger and better than ever and I had many conversations with customers, partners and analysts about how services can help customers realize their path to transformation by driving the rapid adoption and optimization of transformational technologies such as digital. If you were unable to attend the event in person, this video takes you on a tour of our Services booth so you can see firsthand what we shared with attendees.

Learn more about ProSupport Services and take a closer look at key tools and technologies like MyService360™, Support Assist, and Secure Remote Services that help customers work smarter and be more proactive and predictive.

 

About Mary Cay Kosten


Senior Vice President, Dell Technologies Services Operations

Mary Cay leads a team of 1400 professionals that provide operational support to the Dell Technologies Services organization. Her team is responsible for driving operational excellence and implementing innovations across Dell Technologies Services. This includes areas such as eServices & Knowledge Management, Program and Change Management, Business Services, Remote Support Contact Center Operations, Command Center, Process Engineering and Data Sciences, Data Enablement and Analytics, and the Global Centers of Excellence.

Kosten has over 30 years of experience in service and supplier management, with a proven track record in building outstanding service delivery organizations. Prior to joining Dell EMC, she was Vice President of global customer services delivery for Oracle/Sun Microsystems, responsible for delivering all elements of Sun Microsystems’ support services.

Under her leadership, Sun achieved the prestigious J.D. Power Certified Technology Service and Support (CTSS) Award for "An Outstanding Customer Service Experience," the Technology Services Industry Association (TSIA) Award for Excellence in Service Operations, and Sun was inducted into the STAR Awards Hall of Fame.  

Kosten is a 2008 recipient of the Denver Business Journal's Outstanding Women in Business (High Tech and Telecommunications) Award and a 2006 recipient of the Silicon Valley YWCA Tribute to Women and Industry (TWIN) Award. She also is on the Advisory Board for TSIA’s Field Services discipline.

She holds an MS degree in systems management from the University of Southern California and a BS in marketing from the University of West Florida.

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