SUMMARY
Technical Account Manager with 2+ years managing enterprise client relationships and high-severity technical escalations across cloud infrastructure environments, maintaining 98% SLA attainment and a 4.8/5 customer satisfaction score during peak volume. Redesigned onboarding and escalation processes from the ground up, cutting onboarding time by roughly 75% and stalled-case resolution time by half. Skilled at leading high-stakes client and executive conversations and translating complex technical issues across audiences.
EXPERIENCE
Cloud Consulting Firm / Managed Service Provider | Technical Account Manager | May 2024 – May 2026
- Managed a portfolio of up to 18 client accounts, primarily critical-care and escalation-tier clients, scaled up from an initial 6; maintained 98% SLA attainment and a 4.8/5 CSAT score during peak volume.
- Redesigned the client onboarding process end to end, cutting completion time by roughly 75% (from 3 months to under 1 month, with some clients onboarding in days) by adding an introductory call, self-serve FAQ documentation, and single-owner case ownership.
- Resolved approximately 95% of client escalations personally, serving as the internal escalation point for other TAMs; built a Microsoft support escalation pathway that cut stalled-case resolution time by roughly 50%.
- Led response to a security and access incident for a major client during a high-stakes funding period, hosting daily executive briefings and staying hands-on through technical troubleshooting to rebuild trust and strengthen the long-term relationship.
- Created SOPs, training guides, and canned-response templates adopted team-wide, improving onboarding consistency and cutting repeat questions and new-hire training time.
IT Services Firm | Azure Support Engineer | May 2022 – May 2023
- Diagnosed and resolved critical identity and synchronization incidents across Microsoft Entra ID, Azure Data Factory, and directory sync services, reproducing client environments to isolate root cause.
- Wrote Kusto (KQL) queries to analyze system logs, identifying root cause of Azure AD Connect sync failures and delivering clear remediation steps to clients.
- Arranged and led incident response huddles for Severity A outages, coordinating the right internal teams for rapid, collaborative resolution.
- Served as first point of contact for Microsoft enterprise clients on Entra ID/AD Connect sync issues, using targeted diagnostic questioning to correctly scope and route cases.
Arts Organization | Marketing Manager | Oct 2021 – May 2022
- Grew monthly organic traffic 300% within one year through SEO optimization, original content strategy, and local event/media placements.
CORE SKILLS
Client Relationship Management: Escalation ownership, executive stakeholder communication, client retention, cross-functional coordination
Technical Troubleshooting: Root-cause analysis, log analysis (KQL/Kusto), incident response (Sev A), environment reproduction
Client Communication: Balanced written and live communication (email, Teams, executive briefings), calibrated to issue severity
Tools & Platforms: Microsoft Azure, Entra ID, Azure Data Factory, Active Directory, Jira
CERTIFICATIONS & TRAINING
- Google Ad Manager (GAM) Certification – In Progress
- Account Management Certificate – QA (formerly Cloud Academy), 2023
- Software Development Certificate – LinkedIn Learning, 2022 (Python, HTML, SQL, JavaScript)
- IT Support Certificate – Google Coursera, 2020 (PowerShell, Linux, Troubleshooting, Cloud Computing)
