Meet Helen O'Sullivan

Can you describe your role? 

Working as a field systems engineer and solutions architect involves possessing both technical knowledge and business acumen. This combination allows me to understand customers' business needs, implement technical strategies, design solutions, and provide a high level of technical expertise that benefits our customers daily. My role bridges the gap between business requirements and technical solutions, ensuring successful project delivery and contributing to the company's overall success.

Any surprising hobbies you have? 

I love to skydive and am currently training to get my certification for tandem skydiving! I also enjoy surfing, skiing, and hiking—anything outdoors! Traveling is one of my passions, and my goal is to visit almost every country before I turn 40.

Did you always know what you wanted to be when you grew up?

I always knew I wanted to be an engineer, but I didn't know what kind. I interned with Dell three times, starting in the quality engineering department in ISG. I soon realized I wanted to be more involved in the front-end rather than the back end of our processes, which led to my second internship in project management. I missed the engineering side so much that I wanted a balance of technical and business aspects. That's when I discovered Presales, the perfect role for me that I never knew existed! 

What is your work do you find most rewarding?

The most rewarding part of my job is helping resolve customers' problems. There is no better feeling than making their jobs or day-to-day tasks easier through our technology! I love making an impact and helping people, and I am very fortunate to do that in my role every day.

What skills does a presales architect need?

Communication skills, strategic thinking, interpersonal skills, problem-solving abilities, adaptability, project management, technical expertise, and business acumen.

What’s a skill that sets you apart?

Some skills that set me apart include my communication and presentation abilities, which allow me to simplify complex concepts like GenAI for customers. Additionally, my adaptability and commitment to continuous learning enable me to stay agile in customer conversations and remain up to date on technology. Lastly, my interpersonal skills are invaluable in my role, helping me build strong relationships with both customers and colleagues.

What tools and technologies do you find most useful in your role?

As a systems engineer, I utilize many tools daily. Some of the most resourceful include Salesforce and Salesworks, which help me stay updated on the latest deals for my accounts. I use the Sales Knowledge Portal to keep abreast of the latest technology and to access recent product decks and white papers. Additionally, I use the Dell PowerSizer to build out technology solutions for our customers. Lastly, Dell SalesChat is invaluable for quick questions about the latest technology. 

How do you approach understanding a client’s needs and translating those into effective technical solutions?

I spend time understanding the day-to-day problems customers face within their organization, datacenter architecture, and systems. By building strong relationships and actively listening to the customer, I can strategize and present optimal solutions to resolve their issues.

Can you share a time when you had to present a technical solution to a non-technical audience?

I have done this many times; it is all about connecting technical solutions to business value and demonstrating how the technology can impact a company's operations. I received efficient training on how to present in this manner through the Dell Presales Academy, where I conducted multiple practice presentations. I then worked with small and medium business customers, which gave me numerous opportunities to refine my articulation.

How do you collaborate with sales team and engineers and clients? Who else is involved in the process?

When working on a customer deal, there are many stakeholders involved. Throughout a campaign, I collaborate with my sales representative and other sales leadership, as well as specialist engineers based on the product. I also maintain communication with the customer throughout the entire process. I use various project management techniques, such as scheduling time to meet with each stakeholder, including the customer, sales team, and specialists. Sometimes, we even collaborate with partners like WWT, Ahead, and Computacenter. Once a deal is complete, I work with a program manager to ensure the product is effectively deployed in the customer's environment.

What strategies do you use to stay current with the latest tech trends?

Some strategies I use to stay up to date with the latest tech trends include following tech news websites and blogs, which I read every morning. I subscribe to various tech newsletters and engage in internal and external communities that provide the most recent tech updates. Additionally, I attend tech conferences and webinars, take various certifications and online courses to stay relevant in both Dell and third-party technologies, and follow industry leaders on LinkedIn and their blogs to see their latest posts.

How do you find work/life balance? 

Work/life balance is an art and not easy to achieve at first. When I started working remotely, it was hard for me to shut down my computer and stop working late into the evening. I realized I was starting to burn out and knew I needed a better work/life balance. From there, I began to block off time for essentials such as lunch, working out, and spending time with friends and family after work. It's easy to overwork yourself, so scheduling time for my favorite activities and workouts has given me a better balance in my day-to-day life. 

If you could have dinner with any tech visionary, who would it be?  

There are many visionaries I would love to talk to, but I would have to choose Jensen Huang. His creative mind and strategies for AI and GenAI are at the next level, and I would love to pick his brain on what he envisions for the future of our world.

What’s your go-to strategy for staying motivated and inspired?

My go-to strategy for staying motivated and inspired is giving back and volunteering my time to the next generation of STEM. I organize volunteer events called Serve with STEM, where we share our career journeys and the possibilities that careers in STEM have to offer. Many students think they are not smart enough to pursue engineering, but through my program, I am able to inspire them! This helps me stay motivated every day. 

To learn more about life at Dell, visit Our Stories.