Account Executive

• Mar 2018 - Present

• Develop client IT strategies and roadmaps • Help management with company-wide strategic planning• Client relationship management • IT solution sales• Creation and presentation of service delivery reports • Assist clients with preparing and managing their annual IT Budgets • Annual SLA renewal planning, negotiation and approval • Project proposal coordination and coordinate client billings • Establish and maintain a professional relationship with clients• Coordinate with various teams so that the customer’s expectations are met• Continue their assessment of a client’s needs and business objectives• Help develop initiatives to increase customer satisfaction and retention• Assist all teams in meeting financial targets and growth objectives• Upsell the company’s services and solutions Show less

Operations Manager

• Mar 2016 - Feb 2018

• Led and mentored 3 technical teams (Infrastructure, Desktop and Service Desk) • Ensured that every team member hit their set targets, i.e. billable time, phone statistics • Monthly team member appraisal and touch base session • Developed team KPIs for the team • Calculated team overtime and standby pay-outs • Managed service levels • Managed client escalations by managing communication and assigning the appropriate skilled technician

Service Desk Team Lead

• Sep 2014 - Feb 2016

Senior CSC

• Jan 2012 - Aug 2014

Systems Administrator

• Jan 2009 - May 2012

Desktop Technician

• Jun 2006 - Dec 2008