Experience

IronEdge Group

• United States
• Information Technology & Services
• 1 - 100 Employee

• Associate Account Manager

  • Jul 2022 - Present

  The Technical Account Manager is responsible for the assurance of quality service to our clients. The role provides a structured interface to the client for IronEdge and focuses on oversight to the account on multiple levels. Project deliverables, business workflow, and technology planning advice is required to be provided to the client through this role.This position is responsible for educating clients in current and future technologies as well as driving business efficiencies through understanding client needs and aiding in the development of technology solutions to meet those needs. This role is actively engaged in multiple client environments and works with sales to develop new opportunities at the same time. The Technical Account Manager is responsible for creating emotionally driven experiences and relationships with our clients and team members each and every day.

• Technical Lead

  • Oct 2018 - Jul 2022

  Essential Functions:- Creating unforgettable customer experiences every day- Quickly and professionally address customer issues- Provide front-line technical support for customer Information Technology systems- Document steps to remediation of issues in a detailed and professional manner- Work with support team and management to ensure issues are processed quickly and effectively for the highest support levels- Provide friendly and positive support for clients over the phone and in-person that exudes personal touch and professionalism- Required to participate in an after-hours and on-call rotation to provide support to emergency client issues- Minor training of users in the proper use of hardware or software- Answers user inquiries regarding computer software or hardware operation to resolve problems- Setup user accounts and configure email access through multiple applications- Refer major hardware or software problems or defective products to vendors or technicians for service- Act as escalation point for complex issues for peers- Provide mentorship and leadership for team members- Delegate tickets and tasks for the team as needed- Provide high-level oversight to ticket boards to aid in delivery of SLAs and high-service standardsSkill Proficiency:- Client/Server application interaction- Basic web systems- Exchange On Premise Systems and Office 365- Microsoft Server Operating Systems- Windows Operating Systems- Terminal Services- Firewalls – Including but not limited to SonicWall, Juniper and Cisco- Routers and Switches- Active Directory – GPOs, Policies, Sites, Users, Groups and Security- Anti-Virus Software- MS Office (Word/Excel/Powerpoint), Outlook- Internet Explorer and Web Based add-ons (ActiveX, Java client)- TCP/IP Connectivity- DHCP- DNS- Enterprise onsite and offsite backup solutions- Virtualization Software such as VMware- SAN and Network Storage Solutions- VPN hardware and software- Microsoft Visio- Connectwise

• First Responder

  • May 2018 - Oct 2018

• Service Coordinator

  • Dec 2017 - May 2018



DeMontrond Auto Group

• United States
• Motor Vehicle Manufacturing
• 100 - 200 Employee

• Sales Professional

  • Jun 2017 - Dec 2017