Summary
Technically astute and dedicated professional with extensive expertise in managing high-value client relationships and delivering tailored IT solutions. Proficient in identifying and addressing customer needs, ensuring seamless implementation and ongoing technical support. Strong background in overseeing complex technical projects and driving strategic initiatives to improve operational efficiency and customer satisfaction. Skilled in cross-functional collaboration, stakeholder management, and process optimization. Adept at leading global teams, fostering client trust, and maximizing business growth. Expertise in cloud technologies, security, and enterprise software solutions, with a focus on achieving measurable outcomes and driving customer success.
Areas of Expertise
- Technical Account Management
- Client Relationship Management
- Customer Experience
- Acquisition & Retention Project Management
- Software Implementation Stakeholder Relations
- Cloud Computing IT Strategy & Support
Certifications
- Microsoft Security, Compliance, and Identity Fundamentals
- Microsoft 365 Fundamentals
- Microsoft Azure Fundamentals
- Microsoft 365 Certified: Teams Administrator Associate
- VMware Professional 6 Data Center Virtualization Certification
- Microsoft Certified Professional
- Microsoft Systems Engineer
- Microsoft Certified Systems Administrator
- ITIL Certified
Professional Experience
Software (2022-2025)
Senior Technical Account Manager
- Oversaw client relationships, aligning business and IT objectives with Microsoft 365 and Azure solutions. Provided services as a Managed Service Provider, ensuring customer satisfaction and overall service quality. Evaluated complex environments, providing recommendations for IT solutions and assisting clients in meeting IT maturity goals. Supervised customer growth and satisfaction, continuously addressing client needs and maintaining the delivery of high-quality support services.
- Spearheaded the upgrade of networking infrastructure for 55 remote sites, transitioning from SonicWall to TP-Link equipment.
- Onboarded new customers, guiding customers from having no existing infrastructure to a fully integrated Cloud Computing environment.
- Integrated customers’ legacy systems into the Cloud, ensuring smooth transitions and improved operational efficiency.
Transportation (2019-2022)
Inventory Analyst
- Provided Excel-based analytics and forecasting for global warehousing customers. Delivered consulting services tailored to inventory management, ensuring efficient operations for clients. Analyzed inventory data to support decision-making processes, contributing to the optimization of warehouse operations. Assisted clients with inventory forecasting and related business strategies.
Boy Scouts (2016-2019)
Volunteer Work
- Worked with the Boy Scouts of America and the Coppell TX Citizens Police Academy and Citizens on Patrol as a volunteer.
Microsoft (1999-2016)
Senior Global Technical Account Manager
- Developed and executed business plans for a wide range of customers across multiple industries, overseeing account management and new business development. Directed two managers and guided international peers across various regions, including UK, India, Singapore, and Australia. Engaged with clients to identify technical needs and provided solutions to meet business requirements. Coordinated security and patch management processes with clients’ threat and vulnerability assessment teams.
- Achieved 100% customer satisfaction and expanded Support Services Agreements.
- Drove customer migration to Microsoft Azure/O365 Cloud to meet growing compute demands.
- Oversaw key accounts across multiple industries, including Financial Services, Manufacturing, Healthcare, Defense, Retail, Oil & Gas, Construction, Mortgage, Education, Entertainment, and Hospitality.
- Recovered 98% of a customer’s critical data by developing and deploying a patch with support from Microsoft SharePoint Program Group contacts, reversing a previously unrecoverable situation.
- Successfully expanded a premier customer’s support contract from $250K to $1.7M annually by leveraging support strategies across all customer groups.
- Secured a non-escort contractor badge, gaining 102 days of weekly onsite access, by demonstrating the value of in-person collaboration.
- Resolved a Sev-1 SASSER virus infection by coordinating onsite and remote engineers to identify impacted code and create a custom script, restoring Microsoft Office functionality and getting all users operational within days
Additional Experience
- Corporate Networking/Architectural Systems Engineer, Microsoft, Dallas/Fort Worth, TX
- Reseller Systems Engineer Pre-Sales Systems Engineer, Microsoft, Dallas/Fort Worth, TX
- Networking Systems Analyst/Integrator Microsoft/ 3com, Info-Pro Inc, Richardson, TX
- Computer Hardware Technician, NYNEX Business Centers, Dallas/Fort Worth, TX
- Marketing Support Assistant, International Business Machines, Dallas/Fort Worth, TX
Education
- Business Information Systems
Technical Proficiencies
Microsoft 365, Microsoft Azure, Active Directory, Azure AD Connect, VMware vSphere , Microsoft Exchange ,SQL Server, Windows Server, Desktop Virtualization, ITIL Framework, SharePoint
Honors & Awards
- Hats Off Award, Microsoft Exchange Product Group
- Multiple Magic Awards from the Central Region, Teaming and Customer Wins
- Certified Professional/Systems Engineer Recognition
- Circle of Excellence (presented by Bill Gates), Highest Performing Financial Services Account Team
- Top Performer, Based on Customer Wins and Results
- Grand Slam Winner (South Central District), Sales Wins and Results
- Customer & Partner Continuity Program, Worked with a single customer for 10+ years
- Wrangler Award, Microsoft Las Colinas Premier Site, Multiple Customer Wins
- Team of the Quarter Award, Highest Customer Sales
- Customer Hero Award, Saving Customer Data and Customer Satisfaction
