SUMMARY

• Highly motivated, organized professional with 10+ years of proven excellent customer service, 6+ years of pc/software technical support, and 2 years of employee management.
• Strong pc hardware/software troubleshooting, problem solving and analytical skills in Windows desktop/server environment.
• Excellent written and verbal communication skills with an extensive background in customer service demonstrating empathy.
• Experience with quickly pulling together multi - functional teams to address highest level incidents.Willing to learn new technology and processes as well as contribute from my own experience to create positive customer outcomes.

• Troubleshooting hardware and software VPN
• Microsoft Active Directory Windows XP, 7, 8, 10, 11
• Windows DNS Microsoft Office Suite
• SQL Microsoft Server 2008, 2012 R2, 2016
• TCP/IP Network Protocol Microsoft SQL Server Management Studio
• Cisco router and switch configuration WireShark, Fiddler
• Routing protocols RIP, EIGRP, OSPF, and BGPOutlook 365
• Customer Service, Employee ManagementSMTP
• Linux OS installation and administrationSCCM Bomgar, Cisco AnyConnect, SecureLink NetSuite, Salesforce, Jira

PROFESSIONAL EXPERIENCE

Technical Account Manager

Confidential, Pittsburgh, PA

Responsibilities:

• Acted as the primary client relationship owner for 3 large accounts with the ability to speak to any existing support case, project, enhancement request, and the client’s roadmap, both internally as well as with all levels of client representatives
• Developed and managed relationships with the client’s key business owners and decision-makers understand their workflow, their priorities, their goals, and their challenges used when representing the client internally.
• Partner with Commercial team leadership and account owners, so that all internal groups are aware of the client roadmap, any dissatisfiers, existing projects, etc.
• Acted as the primary owner of the client’s satisfaction and loyalty.
• Identified business opportunities and coordinated with the Commercial team as necessary.
• Drove the technical success of the client, including support case progress and resolution, recommended upgrade versions, managed enhancement requests, and maintained an understanding of the roadmap the Commercial team built with the client.
• Owned and drove all client escalations to resolution adhering to SLA.
• Maintained technical communication with the client through frequent scheduled technical review calls.
• Maintained the client relationship with the business owners, including the C-suite, through regular organizational calls providing updates related to strategic growth using SaaS platform application suite.
• Developed, maintained, and provided a customer scorecard to the business owners, showing support case trends, closure rates, outstanding support and development items, upcoming maintenance window and projects.
• Visited the clients onsite 1-2x/year to foster close relationships and understanding of workflow, processes and needs.
• Worked with Commercial leadership as needed to consult with the client on workflow issues and strategic initiatives of new health care facilities.

Technical Support Engineer II

Confidential, Pittsburgh, PA

Responsibilities:

• Provided application support troubleshooting infrastructure components: Windows desktops, servers, IP networks, and VOIP.
• Queried and updated database tables using SSMS.
• Performed SQL traces to troubleshoot server performance issues.
• Analyzed Windows Application and Windows System logs using Event Viewer.
• Reviewed and analyzed HTTPERR logs
• Captured and analyzed .HAR files for troubleshooting web page performance.
• Provided guidance to TSE I’s as needed through shadowing process and live call monitoring.
• Conducted call taking and support process training for new TSEs serving as a mentor.
• Escalated client issues when necessary to the DevOps team for defect resolution.
• Documented issue resolutions and contributed to knowledge-based repository.

Technical Support Engineer I

Confidential, Pittsburgh, PA

Responsibilities:

• Provided application support troubleshooting infrastructure components: Windows desktops, servers, IP networks, and VOIP.
• Queried database using SSMS to troubleshoot data discrepancies.
• Followed escalation procedures to route higher level issues to Tier 2 support.
• Documented issue resolutions in NetSuite ticketing system and contributed to knowledge-based repository.
• Performed SQL traces to troubleshoot server performance issues.
• Used network analysis tools Fiddler and WireShark to troubleshoot latency and packet loss on client networks.
• Resolved 8 - 15 technical support inquiries of varying complexity per day
• Provided client training for various application features and reports
• Analyzed various statistical performance reports and provided clarification on how to understand the generated data.

Desktop Support Engineer

Confidential - Pittsburgh, PA

Responsibilities:

• Provided network administrative support services for user network access following established security protocols.
• Performed Windows OS installations, hardware upgrades, hard drive re-imaging, troubleshooting, managed software distributions using SCCM
• Managed hardware inventory and provided daily Windows desktop and Windows Office Suite software application support for Allegheny County employees.
• Performed daily, weekly, and monthly system tape backups.
• Completed setups and performed troubleshooting for network printers, copiers, pc workstations and peripherals.

Client Project Manager

Confidential, Pittsburgh, PA

Responsibilities:

• Led cross-functional team through all phases of the project lifecycle for UI/check out page integrations.
• Identified and developed proprietary application usage strategies assisting clients with business model objectives.
• Created schedules defining tasks, durations, sequencing, and required resources based on SOW for team members.
• Scheduled and conducted weekly project status meetings with all stakeholders.
• Conducted post-implementation status meetings to identify any issues as well as build and maintain strong relationships.

Account Development Manager

Confidential, Pittsburgh, PA

Responsibilities:

• Conducted onboarding of new clients which included training and setting application usage expectations.
• Identified integrated web portal launch dates and established client training schedules according to resource availability.
• Directly managed web portal design teams and facilitated client web portal launches according to client schedule.
• Maintained strong relationships with client base using excellent customer relation skills and product knowledge.
• Primary contact for account issues, contracts, invoices, collections, cancellations, upsells, and overall client satisfaction.
• Maintained a 95% client satisfaction rate compared to a department average of 80% for 2 consecutive years.
• Contributed to 30+ mid-level accounts realizing a renewal rate of over 95% each month.

Managed Services Consultant

Confidential, Pittsburgh, PA

Responsibilities:

• Provided consultation, technical support, training, and initial configuration setup services for new clients.
• Developed client-facing training manuals and videos for proprietary SaaS platform.
• Established strong relationships with clients using excellent customer relation skills and thorough product knowledge.
• Acted as SME for SaaS products to assist sales and account management teams for strategic business positioning.

Affiliate Network Manager

Confidential, Pittsburgh, PA

Responsibilities:

• Implemented and managed online advertising campaigns based on advertiser “run of network” requirements.
• Responsible for affiliate verification, membership approvals, denials, and terminations.
• Analyzed traffic statistics using web analytic tools to provide recommendations for increasing affiliate market performance.
• Created affiliate membership filtering process which reduced affiliate terminations due to fraudulent activity by 50%.

Account Executive

Confidential, Pittsburgh, PA

Responsibilities:

• Established well-qualified pipeline of opportunities through various forms of prospecting in a global market.
• Demonstrated understanding of marketing strategies, identifying product value for sale positioning.
• Maintained strong client relationships through regular client communications and highlighting emerging technologies.
• Generated $800,000 in new revenue within the first 2 sales quarters.

Technical Support Representative

Confidential, Pittsburgh, PA

Responsibilities:

• Provided phone, email, and chat support for proprietary, web-based tracking applications to resolve issues creatively, independently and with empathy.
• Resolved 15-20 technical support issues daily.
• Provided client training for non-technical related issues
• Escalated issues to account management and sales teams when the issues were determined to be out of service level scope.
• Documented client issue resolutions in detail and saved them to a knowledge-based documentation repository.
• Resolved 98% of all assigned technical issues within a 24-hour period compared to department average of 89%.