Customer Service Manager

Shivani Singh

****, ***** ** ** ********, WA ****5 Phone: 425-***-****

************@*****.***

Technical Account Manager

Technical Account Manager with extensive experience in relationship management with global

enterprise customers for strategic decisions.

Manage all ITIL based functions of Change Management, Incident Management, Problem

Management, Manage SLA’s and Escalation

Manage complex technical problems by coordinating resources, manage customer

expectations and resolve conflicts and disputes.

Deep technology skills with solid understanding of a wide array of technologies as well as

passion for quickly gaining expertise on new systems.

Prior experience in customer service and support for large enterprise environments.

Skills

Account Management Global Support Management

Pre Sales and Solution Cloud technology and

Engagement architecture

Project Management Lifecycle Management

Change Management Customer service and Service

Operations

Professional Experience

F5 Networks - Seattle

Technical Account Manager

As a Technical Account Manager, managed one of the largest customers for F5 in Northwest. Managed key relationship with customer

executive management for support contracts, service requests and escalations. Managed product defects and drove resolution through

development teams as an advocate to customer.

• Ensure the highest customer satisfaction level by building strong relationships with key contacts and working effectively to

mitigate any customer concerns.

• Act as liaison between customer and F5's technical support and product management teams

• Verify that the account has processes in place to receive information from F5 and to use that information.

• Ensure that the customer is notified and aware of version releases, hotfixes and what the relevance of those product changes

would be to the account.

• Interface closely with field sales to ensure coordinated and consistent messaging from F5.

• Oversee the escalation process for service requests and act as the technical communication liaison during such escalations.

• Hold regularly scheduled meetings with the account to review both the F5 support team and the clients’ performance.

• Prepare and conduct quarterly business reviews QBR’s highlighting the customer’s support experience and planning future

initiatives.

• Support Pre-Sales team to introduce new technologies applicable to the account

Resolute Corporation, Apr 2007 – Mar 2008

Microsoft CRM (Dynamics) Consultant

• Analysis of business requirements and writing business requirement documents

• Write Functional Specifications based on business requirements.

• Communicating with the business to evaluate & refine designs against the requirements

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Shivani Singh Resume

• Customization and MSCRM configuration, designing custom UI experience and integration with external systems mainly SQL

• Experience with tools like Scribe and C360

Microsoft Corporation*, Mar 2006-Mar 2007

Partner Technology Specialist

*On contract through Siemens Business Services

• Technical account management for Microsoft Gold Partners.

• Acts as a technical and solution resource for managed partners, customers and internal team members

• Transfer technical knowledge and skills for Microsoft technology and solutions, business value and strategy to drive server

opportunities with a core focus on SQL, Exchange and Dynamics Suite of products.

• Deliver consultative and readiness workshops, technical webcasts, presentations to partner on Microsoft CRM.

• Handle partner escalations and provide solution by coordinating across several groups within Microsoft.

• Manage partner satisfaction through monthly relationship surveys, planning meetings and partner feedback.

• Provide technical support directly or through collaboration with support teams on technical issues to partner

Corbis Corporation, Nov 2001 – May 2004

Technical Support Specialist

• Management of Windows, SQL and Exchange servers, desktops and EPBAX at Corbis.

• Deployment and configuration of new servers in enterprise including Windows, SQL, Exchange and application servers.

• User account management and resource management for Microsoft Exchange, Active Directory, Onyx and JDE One World

• Backup and recovery using Windows NT backup and Seagate BackExec

• Handling escalation and provide 3rd level support for support team.

Education

Masters of Business Administration (MBA-IT) (1996-1998)

Bachelors in Science with Physics (1992-1995)

Bachelors of Dance

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Shivani Singh Resume

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