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Skills

  • Customer service
  • Team building
  • Data-driven decision making
  • Relationship development
  • Performance reporting
  • Team management
  • Project organization
  • Exceptional telephone etiquette
  • On-Site Technical Support
  • Client Onboarding Optimization

Work Experiences

  • Collaborated with engineering and account management teams to triage and resolve escalated issues, maintaining a 37% success rate in first-call resolution.
  • Awarded by client in 2018.
  • Aligned technical solutions with business objectives.
  • Repaired network hardware components such as firewalls, routers, and process devices.
  • Collaborated with engineering and account management teams.
  • Kept track of IT supplies inventory by checking levels on a 6 months basis.
  • Achieved 76% product adoption rate.
  • Boosted product adoption by 40%.
  • Collaborated with account executives to define and implement technical success plans, achieving a renewal rate of 82% for top-tier clients.
  • Achieved a client satisfaction score of 22%.

Summaries

  • Has exceptional cross-functional collaboration and process improvement abilities.
  • Good troubleshooting, diagnostic, and repair skills, as well as a systematic approach and strong attention to detail.
  • In a fast-paced environment, adept at both hardware and software troubleshooting.
  • System and metric have a proven track record.
  • Process improvement in process settings and performance reporting in project management settings.
  • Experienced creator of user materials in a variety of formats.
  • Metric, procedure, and method are all available.
  • Bringing a deep understanding of initiative operations as well as a resilient nature focused on identifying root causes and implementing long-term solutions.
  • Associate Technical Account Manager capable of assisting initiative users in resolving issues with computer systems, mobile devices, and peripheral equipment.
  • QuickBooks and Asana experts with exceptional interpersonal skills.

Accomplishments

  • Reduced the average first response time to client inquiries by 9 minutes after introducing new ticket prioritization workflows based on severity.
  • Delivered hands-on training to client engineering teams on process, ensuring faster rollout of features and reducing support tickets by 25%.
  • Conducted bi-weekly architecture reviews for enterprise customers, resulting in an Excellence Award for delivering exceptional client engagement in 2022.
  • Provided feedback on product roadmap based on customer use cases, leading to the introduction of process that improved user satisfaction for high-value clients.
  • Successfully onboarded 15 new clients to the platform within system, enhancing their system adoption rate by 37% after training.
  • Automated routine technical troubleshooting processes for enterprise clients, contributing to a 8% improvement in response times.
  • Drove technical support process improvement efforts resulting in a 8% decrease in escalated tickets over a 18 months period.
  • Proactively identified opportunities for upselling additional services during routine client check-ins, boosting additional revenue by $159,000.
  • Developed and executed tailored client success strategies in partnership with account managers, increasing client retention by 50%.
  • Resolved escalated issues for major accounts, reducing downtime by 17% and implementing preventative solutions post-incident.

Affiliations

  • Member, Enterprise IT Management Association (EITMA) – keeping updated on advancements in enterprise solutions, including performance reporting and service optimization.
  • Member, Institute of Customer Service – focusing on key strategies in fostering long-standing customer relationships and support efficiency.
  • Participant, Google Cloud Next Conference – staying on the cutting edge of cloud technologies and solutions for enterprise client needs.
  • Member, Association for Business Technology Professionals (ABTP) – enhancing strategies on aligning technology initiatives with business objectives.
  • Attendee, AWS re:Invent Conference – enhancing skills in cloud infrastructure and technical account management of cloud ecosystems.
  • Certified, ITIL Foundation Certification – guaranteeing comprehensive support and service management improvements for client systems and technology.
  • Member, Society for Customer Success Management Professionals (SCSMP) – staying informed on the convergence of customer success, technology, and business growth.
  • Member, Account Management Leadership Academy – enhancing skills in account leadership, client relationship management, and sales support.
  • Member, National Customer Service Association (NCSA) – improving strategies for customer satisfaction measurement and response protocols.
  • Affiliate, International Association of IT Asset Managers (IAITAM) – collaborating with other professionals on effective asset lifecycle management and technological updates.

Certifications

  • Microsoft Certified: Azure Administrator Associate
  • Microsoft Office Specialist (MOS)
  • CSX-P Cybersecurity Practitioner Certification by ISACA
  • IT Service Management Certification (ITSM)
  • Certified Cloud Practitioner – AWS
  • Certified Kubernetes Administrator (CKA)
  • Certified Technical Professional in Account Management
  • Google Cloud Professional Cloud Architect
  • Cisco Certified Internetwork Expert (CCIE)
  • Prince2 Foundation & Practitioner

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