SUMMARY & OBJECTIVE:
- Highly motivated and results-oriented Technical Account Manager with experience in building and maintaining strong customer relationships. Proven ability to drive customer satisfaction, build and maintain strong relationships, leverage technical expertise, manage projects, and communicate effectively.
AREAS OF EXPERTISE:
- Configuration Management
- ITIL Certified
- Screen Connect
- Project Implementation & Goals
- MFA
- Azure
- IT Glue
- Kaseya
- Vendor Management
- Auvik
- Office 365
- Active Directory
- ConnectWise
- Asset Management
- VPN
EDUCATION & TRAINING:
- Bachelor of Psychology
PROFESSIONAL EXPERIENCE:
Midsize MSP (2021-2025)
TECHNICAL ACCOUNT MANAGER
- Managed a portfolio of 5 high-value accounts, ensuring a deep understanding of customer needs and delivering customized technical solutions.
- Collaborated with engineering and product teams to address client issues and drive product improvements based on customer feedback.
- Conducted regular training sessions for clients on product features, resulting in a 80% increase in user adoption and analyzed account performance metrics to identify opportunities for upselling and cross-selling.
- Utilize existing tools and help to drive development of tool improvements
- Prepare management reporting by collecting, analyzing, and summarizing data and trends and developing recommendations using Salesforce
- Communicate and explain the capacity plan by using models to communicate recommendations to senior management
- Dispense advice, guidance, direction, and authorization to carry out major plans and procedures, consistent with established policies
- Ensure all prescriptions are entered into the system correctly and accurately with current payor information
- Executing category strategies and manages the entire procurement process resulting in the best possible terms for value, quality, service and delivery
- Held weekly Cadence with each client to ensure all projects and issues are meeting our SLA agreement.
JPMORGAN CHASE (2017-2020)
SERVICES DELIVERY MANAGER LOGISTICS
- Responsible for 3 Data Sites in Carlstadt, Weehawken and Piscataway.
- Updated reports on RMA’s and outstanding parts in question to prevent any chargebacks.
- Managed receiving, shipping, and warehousing of Data cabinets and hardware related components.
- Received goods deliveries and arranged for them to be logged and then stored for distribution later on using ITAM application
- Managed department inventories to identify excesses, in-fluctuations, unusual activities, that result in redeployment and or disposal of materials to optimize inventory plan.
- Improve quality of reporting and work to streamline various data sources to drive consistent reporting
- Promote process improvement and standardization of processes across all sites in the network
- Lead Projects to improve planning efficiency and support worldwide network of business units, and operational centers
- Communicate and explain the capacity plan by using models to communicate recommendations to senior management
- Resolving delivery inconsistencies or delays Logistics, Warehousing, and Order Management.
- Establishes a professional working relationship with other team members and management staff.
- Perform barcode scanning in Vertices database application consisting of thousands of hard drives and or Asset hardware parts prepare them for destruction and disposal.
- Coordinate the LTL pickups, delivery to a distribution center, or routes customer pickups from 3 locations.
- Inventory Oversight, identify damaged, lost or missing merchandise and notify management.
- Manage time and attendance as well as site assignments for 6 direct reports.
- Oversaw software developers’ progress on applications and applied principles of agile methodologies to keep project on track.
- Dispense advice, guidance, direction, and authorization to carry out major plans and procedures, consistent with established policies
- Establish and maintain an effective system of communications throughout the organization
- Other duties as assigned; Job duties may vary by location
- Oversees all customer service at front end and ensures service standards are met and customer issues are resolved.
- Trains front end associates and ensures Sops are followed
- Developing and executing the overall sourcing strategy, including influencing and aligning with the key business partners across IT and other business units
- Leading continuous quality impro
BROADRIDGE FINANCIAL SOLUTIONS (2015-2017)
TECHNICAL SERVICES MANAGER
- Performing asset and hard drive destructions based on financial requirements
- Performing shipping, receiving, and asset tagging
- Working with vendors and make arrangement to return equipment via RMA processes
- Using ticketing tools HP Service Manager, Remedy, and familiarization with Service Now
- Overseeing a team of 6 IT professionals and 2 interns that were responsible for all corporate and local office systems, including applications, data center, servers, storage, PC’s, and telecom.
- Monitored Remedy ticketing system and assigned tickets to desktop team as well as engineers based on priority and followed up with users and made sure high expectations were met.
- Assists in migration project moving user from XP to Windows 7 and eventually Windows 10.
- Responsible for asset management and replenishment for all IT inventory, which included several departments such as tax, banking, finance, HR, legal and IT.
- Developed and implemented IT policies, procedures and compliance guidelines for system support and operations to meet corporate standings related to investors.
- Created projects using JIRA to ensure requirements and dates were done in a timely fashion.
- Planned, coordinated and supervised technology deployment projects, moves and roll-outs.
- Planned and strategized the implementation process to convert the entire company to office 365 using Azure and made sure that the ability to sync One Drive as a primary source for users was available.
- Instituted user service satisfaction surveys and presented reports to the VP of technology and strategically go over ways to improve our customer service.
- Research analyzed and recommended implementation of new technologies or system hardware. Prepared and /or coordinated Monthly Quarterly Operations Risk Meeting.
- Participated at the System Quality meeting to oversees and mitigate IT risks using Workflow Max for report building, production and performance.
- Used 3Nom Portal for easy access to all servers for each site for maintenance and updates.
- Encouraged group members to work in a team-oriented manner.
- Enhanced employees to understand all aspects of job responsibilities through continuous communication.
- Assigned schedules, coordinate staff and allocate to ensure efficiency and productivity are maximized
- Organized meetings with partners to discuss implementing the HR platform for our HR department.
- Managed and maintain budgets for the entire company and kept record of all departments’ budgets.
- Researched constantly to keep up with the latest technology to stay one step ahead of any future projects.
- Held weekly meeting with the team and made sure that everyone was up to speed and that resources were shared.
BROAD RIDGE FINANCIAL SOLUTIONS (2013-2015)
DESKTOP ASSISTANT MANAGER
- Provided Lenovo and Dell laptop imaging using Bit Locker encryption for all associates.
- Assigned primarily to assist all C level executives and attorneys onsite and remotely.
- Responsible for hardware issues which involves calling the manufactures to verify warranty.
- Used Active Directory to create and modify users, help with password also used to delete or enable Broadridge
- machines, also placed servers, desktops and laptops to proper OU.
- Supported applications such as Bloomberg Terminal, DFL Manager and VDI connection.
- Contacted mobile provider to activate new or used mobile phones for users, add user to AirWatch or XenApp
- console and configured both iPhone and iPads with corporate security settings and supported users with mobile issues, such as email accounts, connectivity problems, VPN and passwords.
- Created group policy to insure that users can access folders based on their position and title and also for new
- procedure for company use.
- Granted RSA Tokens hard and soft set up for user to access network via VPN.
- Provided WebEx connect utility to help user with audio and video conference to other Broadridge sites, using
- projectors, podiums and microphones.
- Installs 3270 application (PCOMM) for users that require this mainframe system.
- Utilized SCCM Console for pushing software, applications to users machine.
- Lead a project to make sure that all 800 laptops and Desktops met compliance by installing the most up to date
- versions of applications and software.
- Installed Avamar application to backup Outlook emails on the daily bases for Attorneys and Executives
- Setup both video and WebEx audio conferences to different Broadridge and client locations.
- Use Remedy ticket tracker to provide the best possible service to users and clients and updated status.
- Promoted to Technical Service Manager.
PROFESSIONAL ASSOCIATIONS:
- MCP
- A+
- NET+
COMPUTER SKILLS:
- Windows 8,10, 11, Mac OS 9.x and OS X
- Adobe Ghost Imaging, Lotus Notes, SQL, Macs
- Android, & iPhone support & configuration
- TCP / IP including hands on experience implementing TCP / IP protocol utilizing DHCP
- IPX / Internetworking administering VMware, Terminal Server
- Managing and installing Windows Servers and Workstation in a multi-domain environment
Fluent in Spanish
