Experience

Amperity

• United States
• Software Development
• 200 - 300 Employee

• Technical Account Manager

  • Dec 2021 - Present



Firstup

• United States
• Software Development
• 200 - 300 Employee

• Technical Account Manager

  • Aug 2020 - Dec 2021

  Responsible for dedicated post-implementation project management, roadmap planning, and professional services delivery for complex Fortune 10 multinational enterprises. Responsible for dedicated post-implementation project management, roadmap planning, and professional services delivery for complex Fortune 10 multinational enterprises.



Connectwise

• United States
• Real Estate
• 1 - 100 Employee

• Software Implementation Consultant

  • Mar 2018 - Aug 2020

  Implemented and supported new Connectwise Automate partners from post-sales handoff to go-live in both on-premises and SaaS cloud hosted platforms Developed new internal processes for delivery and execution of implementations with a focus on general IT best practices Audited existing Connectwise Automate environments and identified potential areas of improvement Provided deliverables to clients including customized scripts, reports, and solutions Facilitated client communication with support, education, and product teams to ensure organization specific needs and requirements are addressed and to drive goal of customer success Managed 20-30 active major 20-30 smaller scope projects concurrently with a focus on developing UK/EU/South African consulting offerings Analyzed client goals, roadmap, and benchmarks to facilitate agile reactive projects in both hours-based and outcome-based implementations Provided ongoing education to clients on cybersecurity to facilitate compliance with multiple regulatory bodies (including HIPAA, GDPR, NIS Directive, NIST-NVD) Led live product workshops at major industry events

• Technical Support Engineer

  • Apr 2016 - Mar 2018

  Diagnose and address partner concerns with the Connectwise Automate application from both hardware and software standpoints Educated partners in best practice usage across Automate including focus on scripting, monitoring, network probe, Connectwise Control and Manage integrations, and virtualization manager Identified product issues and raised them with development and senior support staff Investigated and resolved critical Automate server and database issues as part of Emergency Response Team



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Dell ProSupport Team Lead

  • May 2014 - Apr 2016

  Managed 8-10 support agents while providing technical coaching and training, developing soft skills, and handling complex escalated customer concerns Analyzed team KPIs and performance metrics in order to drive customer experience satisfaction scores and lower Dell warranty costs Discovered and investigated emerging issues and faults with a focus on developing solutions and patches by collaborating with internal Dell engineering and product development teams Specialized in desktop RAID(0, 1, 5), networking/imaging, and system deployment Deployed virtualized training lab environments including RAID and networking simulations Organized and managed deployment of Dell training lab equipment for hands on tear-down and usage purposes