Senior Helpdesk/Project Manager Resume Alpharetta, GA - Hire IT People

SUMMARY

I am a Client Success Manager in the technology sector.
I previously supported clients in multiple industries, including supply chain management, financial planning, law, engineering, media, construction, and non - profit, which exposed me to a wide variety of customer needs.
My goal is to enhance customer experience, ensure that clients’ visions and goals are met, and assure every interaction is positive 100% of the time.
I am a detailed-oriented individual looking to continue using my knowledge, communications proficiency and client skills to contribute to a growing organization.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Client Success Manager (CSM)

Confidential, Alpharetta, GA

Responsibilities:

Trusted Client Advisor who managed and developed business portfolio of 25+ clients (including largest client), combining our recommendations with their IT and business goals
Helped bring clients’ visions to life with a deep understanding of specific industry demands
Served as primary contact for client escalation both internally and externally
Led Quarterly Business Review (QBR) with client to discuss their priorities, infrastructure recommendations, IT budgets, and roadmap for the next 2 years
Project managed all client on-boarding and off-boarding
Advocated for client on behalf of Confidential
Prioritized client cadence and respond to 25+ client questions/requests within 24 hrs.
Led conversations for contract renewals and service changes

Technology Alignment Manager (TAM)

Confidential, Roswell, GA

Responsibilities:

Technology expert on 25 clients’ environments (on-site and remote)
Spearheaded alignment (audit) of technologies (network and endpoint) to ensure that they meet the Confidential Standard
Provided proactive recommendations for networks, servers, software, and endpoints

Senior Helpdesk/Project Manager

Confidential, Miami, FL

Responsibilities:

Managed network and IT infrastructure and implemented system upgrades (network, hardware, and software)
Created technical policy for implementation and revised existing policy
Oversaw roll-out of proprietary software and identified and developed software update requirements by working with vendors and developers
Provided financial forecast for IT, based on previous expenditures and future goals
Reviewed and approved budget for department, in addition to acquiring new software and projects

Support Technician

Confidential, Miami, FL

Responsibilities:

Analyzed, diagnosed, resolved, and installed daily technologies for clients and executives
Managed supply room inventory to ensure stock of peripherals for customers were available

Desktop Support Technician

Confidential, Farmingdale, NY

Responsibilities:

Created images on Dell laptops and PCs with Windows 7 and 8 OS
Configured email accounts for users’ iPhone, iPad, Android, and Surface Pro mobile devices
Created e-mail accounts, user profiles and staff termination through Enterprise AD and Microsoft Exchange Console 2010

Help Desk Technician

Confidential, Glen Cove, NY

Responsibilities:

Provided daily customer support to users by troubleshooting issues both on-site and remotely using Remote Desktop for the company’s nine branches
Imaged PCs for new/reuse with Windows 7 OS
Implemented new ticketing system for use in banking environment
Managed 25+ tickets daily and provided technology support to staff