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Skills

  • Relationship development
  • Service desk support
  • Business operations
  • Technical troubleshooting
  • Incident Management
  • API troubleshooting
  • Contract renewals and upselling
  • Supervision
  • RFI Scanners
  • Hardware diagnosis

Work Experiences

  • Used specialized software to remove malware and viruses from laptops and desktop computers.
  • Helped end-users with software and hardware troubleshooting to figure out what was wrong with their systems.
  • Set up new employee workstations, including all of the necessary hardware, software, and peripherals.
  • Achieved Outstanding Service Award for top-notch customer service.
  • Advised customers and users on required maintenance practices for various software systems for OEM warranty requirements and industry best practices.
  • Achieved results within two years.
  • Achieved a 64% enhancement in team productivity.
  • Achieved a 25% improvement in customer satisfaction metrics.
  • Achieved a 33% improvement in product performance.
  • Kept customers updated on the status of issue resolution and provided updated estimated resolution times on a regular basis.

Summaries

  • Strong technical skills and experience in performance reporting.
  • Motivating leader who has built and managed procedure teams in the past.
  • Through troubleshooting and performance reporting, critical thinking Technical Support Account Manager effectively resolves technical issues.
  • Bringing a deep understanding of process operations as well as a resilient nature focused on identifying root causes and implementing long-term solutions.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Knowledgeable Technical Support Account Manager with expertise in marketing and program development.
  • Talented program Support Engineer with a track record of positively impacting vendor management through the application of abilities, drive, and technical skills.
  • Ability to resolve issues with end-users in remote and desk-side environments quickly and patiently.
  • Quality assurance in category settings and workflow optimization in stakeholder engagement settings.
  • Quickly assess and resolve a variety of hardware and software issues to restore system functionality.

Accomplishments

  • Introduced Root Cause Analysis (RCA) best practices on recurring issues, decreasing repeat cases by 28%, and improving SLA adherence.
  • Partnered with account managers to identify cross-sell opportunities during ongoing account reviews, generating $14 in additional revenue.
  • Achieved successful deployment of HubSpot for 14 clients, reducing implementation timelines by 48% and improving client onboarding.
  • Improved internal knowledge-sharing by curating a unified resource for technical documentation, reducing recurring issues and support requests by 41%.
  • Developed a client loyalty program as part of the quarterly business review process, directly driving 16% increase in multi-year renewals.
  • Contributed to an upsell initiative, identifying client needs during quarterly business reviews, bringing in additional $18 in revenue over three years.
  • Defined and managed processes to escalate major client incidents, contributing to a procedure reduction in downtime across 16 key accounts.
  • Achieved 43% client satisfaction rating by managing top-tier accounts and delivering 17 months-end reporting on infrastructure performance.
  • Managed escalations for VIP clients, closing high-priority incidents within 18 months, ensuring a 56% client retention rate.
  • Monitored live systems in HubSpot, anticipating disruption and addressing issues before impacting customer operations, leading to 74% uptime.

Affiliations

  • Member, Women in Technology International (WITI), supporting gender diversity within technical leadership roles and improving collaborative troubleshooting efforts.
  • Affiliate member of Technology Services Industry Association (TSIA), keeping up-to-date on industry trends such as technical support innovations and workflows.
  • Member, Account Management Coaching Circle, providing mentorship and sharing best practices for managing high-value VIP clients.
  • Active participant in IT Service Management Forum (itSMF) events and workshops, sharing industry best practices for account management and service delivery.
  • Earned ITIL in DevOps Fundamentals, used to improve technical problem-solving capabilities and client infrastructure support.
  • Affiliate of the Association for Conflict Resolution (ACR), focused on negotiating positive outcomes during technical escalations.
  • Active member of the AI Customer Support Society, collaborating on how AI can work in technical production support environments to improve ticket response time.
  • Volunteer mentor for junior technical support staff through Tech Mentorship Program 2023, focusing on problem-solving skills and SLA management.
  • Affiliation with the International Customer Management Institute (ICMI), participating in career-advancing workshops on account management and technical troubleshooting.
  • Completed ITIL certification in Service Strategy and Service Operations, aimed at enhancing service delivery, incident management, and customer retention strategies.

Certifications

  • Certified Support Professional (CSP) - method
  • Certified Project Management Professional (PMP) - method
  • Google IT Support Professional Certificate
  • ITIL 4 Foundation Certification - program
  • Salesforce Administrator Certification
  • SASE Expert Certification - category
  • Certified Information Systems Security Professional (CISSP) - (ISC)²
  • Google Certified Professional Cloud Architect
  • Certified Ethical Hacker (CEH) - EC-Council
  • Apple Certified Associate (ACA)

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