Marvin A. Muñoz

Provincial Address: #Block * Lot 32 Venus Street Brylle Residences Barangay Masin Sur Candelaria Quezon 4323

E-mail Address: ad0naz@r.postjobfree.com

Contact #: +63-917*******

WORK EXPERIENCES:

June 2021 – August 2023 Senior Customer Success Manager at SolarWinds

●This role is responsible for actively managing larger customer accounts to position the value of SolarWinds customer success programs. Creates a powerful customer experience ensuring strong retention rates, product adoption, and customer advocacy. Engages with customers to obtain valuable feedback that will allow SolarWinds to create a stronger overall customer experience.

●Act as the primary relationship holder and point of contact for SolarWinds throughout deployment and throughout the entire customer journey.

●Work with customers who are identified as at risk and get them to state of satisfaction and ‘ready to buy’

●Maintain regular contact with assigned cases.

●Regularly deliver value conversations related to SolarWinds product offerings, relevant industry trends, corporate updates, and detailed account business reviews.

●Impacting on retention rate, increase product adoption, and ensure customer act as advocates for SolarWinds.

●Recommend process changes to customer success leadership.

●Record customer details, profile data, and activities in CRM.

●Identify at risk customers and work to help turn their customer experience around by utilizing customer success programs such as training, support, Premier Support, Success Center, etc.

●Anticipate potential issues within customer base. Create action plans to resolve.

●Follow up with customers who provide CSAT/DSAT support surveys. Gather additional details about the customer experience. Look for trends where the organization can work cross-functionally to create stronger customer experiences.

●Manage ad hoc projects as determined by manager

●May be required to assist the sales effort from a Customer Success point of view.

●Be the voice of the customer internally, providing feedback to all relevant departments.

March 2020 – June 2021 TAM Manager at Red Rock IT Security

●Accountable for the continuous service delivery of RRITSI (Red Rock IT Security) Managed Detection and Response (MDR) to high value clients. The primary responsibility is to coordinate the security cases escalated by Red Rock IT Security Operations Center (SOC) and the corresponding remediations from client-side IT Operations teams, within defined Service Level Agreements (SLAs). As such, the role shall require a constant awareness and understanding of the client IT security posture, ongoing IT security threats, and IT response activities at any given time.

●The TAM is expected to effectively communicate IT security reports, statuses and activity updates to appropriate stakeholders.

●The TAM serves as the company’s main representative for the client pertaining to day-to-day IT security operations of the organization.

●Ensure that daily threat detection, threat escalation, and threat remediation activities performed within MDR clients are efficiently performed and coordinated within agreed SLAs.

●Proactively communicate required actions and deadlines for the remediation of escalated security cases and requests to the responsible parties.

●Be jointly responsible with the SOC Shift Leads and SOC Manager in monitoring the tracking service metrics and addressing any reliability issues.

●Ensure that the client has full visibility on the daily performance and business value of the MDR service. This includes assisting in the development of an online dashboard for the client, creating monthly reports, and regular presentations to operational heads and business sponsors.

●Act as the initial Incident Coordinator in the event of a security incident with the client, gathering and communicating the necessary information to the appropriate parties prior to a potential incident response engagement with Red Rock.

●Using the 20 CIS Critical Security Controls as primary baseline, identify and track the presence of people, process, and technology capabilities in the client.

●Create constant awareness in the client of the overall IT security posture of their organization, highlighting gaps and recommendations, based on the implementation of the 20 CIS Critical Security Controls and technical input from the Red Rock technical team.

●Ensure that Red Rock provides strategic, and tactical guidance on how the client can improve its overall IT security posture and communicate the same to the client.

March 2014 - March 2020 Technical Account Manager at Microfocus (formerly known as Hewlett Packard

Enterprise Philippines)

●Main Point of Contact between the Client and Operations Team

●On-board client in using the supported products.

●Provide bi-weekly client health check

●Does Post Sale to ensure that clients keep their contract with Microfocus

●Managing Accounts and provides Project Management

●Implementing customer changes across all technologies

●Evaluating all TAMs tickets, calls and chats

●Create and document processes and procedures

●Provides weekly calibration with Technical Account Manager Team Leads

●Working changes based on standard service

●Supervise the team as a Ticketmaster to ensure Quality, Effectiveness and SLA of every tickets, calls and chat

●Train New hires

●Providing Technical and Product training to New hires and other members of the Account Management Team

●Mentor junior members of the team

●Provides coaching and action plan to Mentees

●Attending Technical training to retain skill levels across the company

●Specialize and be a focal point for at least 3 products from the portfolio

●Troubleshooting change implementation problems

●Documenting customer infrastructure and configuration

●Liaise with vendors to support client devices and environments

●Evaluate unique or complex installations or configurations and make recommendations for resolution. Review and may resolve complex business issues.

●Engages team members for support as required to ensure internal or external business and end users/clients Service Level Agreements (SLA) demands are met

●Act as a Team or Project Leader in providing direction to team activities and facilitates information validation in team decision making processes.

●Managing technical issues as well as customer business impact and ability to blend and appreciate these aspects in communication with customers.

●Communicate to clients over the phone, email, and chat.

●Performs different types of testing for quality check

●Proficient in using ERP tools such as Zendesk, Zopim Chat, Phone.com, JIRA, WebEx, HP My Room.

Oct 2013 - Feb 2014 IT Help Desk Associate

Sykes Asia Inc.

500 Shaw Zentrum, Mandaluyong City

●MS Exchange Server administration: mailboxes, folders, distribution groups, calendaring, etc.

●Manages IT Helpdesk Newton Tool for Request and Incident Management within the SLA

●Troubleshoot Network (internet, intranet, client’s tools, etc.)

●Basic server and database troubleshooting (MS Exchange, File/Printer, SAV, etc.)

●Password reset and unlock

●VISP/VPN Connectivity issues

●Remote user support

●System account setup, resource access

●How-to questions (Client Tools, Sykes Tools, Outlook, Office 2000, XP, Windows 98, NT, 2000, XP, IE, Netscape, Adobe, NAV, Pal, WinZip, etc.)

●Evaluates, and prioritizes incoming telephone, voice mail, e-mail, chat, and in-person requests for IT assistance from users experiencing problems with hardware, software, networking, telephony and other computer-related technologies.

●Handles multiple critical issues.

●Coordinate closely with the next level of support (i.e. End User Support, Administrators, Specialists and Engineers) in resolving issues received thru Helpdesk.

●Provides first-call resolution (phone) support to users by offering set solutions to problems.

●Logs and tracks calls using a problem management database and maintains history records and related problem documentation.

●Able to efficiently close tickets assigned to Tier 1.

●Releases IT Helpdesk Advisories for any IT announcements and status updates of any issue within the service level set.

●Responsible to update the customers and end users thru phone, email about the status of the issue/request until resolved.

●Monitors and records the progress and status of all cases to ensure that the committed service-level is fulfilled.

●Familiar and able to support at least 80% of client-specific applications by following proper escalation procedures. Coordinates the delivery of required services or solutions by a team of technical specialists or systems engineers.

●Escalate/Report issues, problems to appropriate external vendors, client IT, Sykes Service Desk and Sykes Corporate IT.

●Communicate to clients over the phone, email, and chat.

March 2013 - Sept 2013 Application Support II

NIIT Philippines

Tower 1, Unit 501-504, Rockwell Business Centre Ortigas Avenue, Pasig City

●Updating project related URL and maintaining the URL without any errors.

●Updating and Maintenance.

●Solving Administrative issues related to the project by taking extra initiatives.

●Send reports on daily, weekly and monthly basis to client about the financial and status of the client’s URL

●Knowledge in Software Testing

●Basic Knowledge in Hardware and Networking.

●Basic Knowledge in C, C++

●Knowledge in SQL Server and queries.

●Monitor client’s URL

●Remote access troubleshooting and file transfer

●Communicate to clients over the phone, email, and chat.

August 2011 – Mar 2013 TSR l l/Assistant Team Lead/Assistant Trainer/Abay Coach

Startek Philippines

SM CyberOne Bldg, 69 Jupiter St (Sen. Gil Puyat Ave.), 1209 Makati City

●Troubleshoots advanced issues.

●Resolves minor to major network issues.

●Able to install voice and data cable infrastructure.

●Assists with recovery of lost data.

●Installs, repairs, and conducts preventive maintenance of personal computers and related systems.

●Sets up, coordinates and monitors the operation of electronic computer equipment for end users in a network environment.

●Modifies repairs and conducts preventative maintenance on telecommunication equipment and related systems.

●Resolves minor network issues.

●Applies images to computers.

●Monitor Team’s SLA

●Manage call routing within the Team

●Handle escalation ticket and Supervisory call

●Coordinate to NOC regarding Service connection

●Conduct up training for Tier 1 agents

●Train New Hires from Product to Abay period

●Manage 20-25 agents

●Red Hat certified

●Coach agents for their Quality and Effectiveness

●Perform QA audit for Process Improvements

●Act as a Ticketmaster to ensure Quality, Effectiveness and SLA of every tickets, calls and chat

May 2011 - August 2011 TSR l

Startek Philippines

SM CyberOne Bldg, 69 Jupiter St (Sen. Gil Puyat Ave.), 1209 Makati City

●Assisting customers in service and equipment issues. This will include basic troubleshooting.

●Utilizes computer/on-line guidelines in responding to customer inquiries.

●Handles customer problems related to product function or the replacement of defective equipment.

●Completes, processes, and maintains applicable ticketing system and records.

●Gathers information, researches/resolves inquiries and logs customer calls.

●Strives to resolve customer issues on the first call without having to transfer callers.

●Follows escalation procedures as needed.

●Analytical capabilities to review customer records and determine needs-based solutions

Sept. 2010 - Feb. 2011 TSR l

VCustomer Philippines

ECommerce Plaza. Eastwood City, Bagumbayan, Q. C.

●Assisting customers in service and equipment issues. This will include basic troubleshooting.

●Utilizes computer/on-line guidelines in responding to customer inquiries.

●Handles customer problems related to product function or the replacement of defective equipment.

●Completes, processes, and maintains applicable ticketing system and records.

●Gathers information, researches/resolves inquiries and logs customer calls.

●Strives to resolve customer issues on the first call without having to transfer callers.

●Follows escalation procedures as needed.

●Analytical capabilities to review customer records and determine needs-based solutions

ACHIEVEMENTS:

●Best in QA

●Best in CSAT

●Best in Attendance

●1 yr. Top Performing Team Leader Assistant

●1 yr. Top performing Abay Coach

TRAININGS ATTENDED:

●Power of Coaching

●SMART Planning

●Training the Trainer

●Time Management

●Red Hat Certification

●Expert Leaders Coaching Flow

EDUCATIONAL BACKGROUND:

2005-2010 B.S. Computer Engineering

AMA Computer College

Gen. Tinio St. Bangkal Makati City

2001-2005 Secondary

Lady Mediatrix Institute

Candelaria Quezon

1994-2001 Primary

Lady Mediatrix Institute

Candelaria Quezon

SKILLS:

●Proficient in the use of Microsoft Office

●Computer Savvy

●Customer Service

●Technical Support

●SEO (Search Engine Optimization)

●Chat Tools: Zopim, Skype, WebEx, Fuze, Microsoft Teams

●Account Renewals

●Upselling

●Data Encoding

●Onboarding

●PC Software and Hardware Troubleshooting

●Knowledge in Windows OS and Mac

●Data Communication and Networking

●Quality Assurance

●Account Management

●Project Management

●Ethical Hacking

●Remote Control Troubleshooting

●Ticketing tools: JIRA, Fred, Oracle, Aegisweb, Remedy, Zendesk, Salesforce

●Proficient in Networking devices

●CTIOS, VOIP, CRM, CMS, Avaya (soft phone and hard phone), CRM, ERP

PERSONAL DATA:

Birth Date: July 1, 1988

Birthplace: Candelaria Quezon

Age: 33

Civil Status: Married

Citizenship: Filipino

CHARACTER REFERENCES:

Romar Andrea Picoy Supervisor +63-908-***-****

Kay Balabis Senior Customer Success Manager +63-956-***-****

Micah Justin Palisoc SOC Manager +63-998-***-****

I hereby certify that the information above is true and correct up to the best of my knowledge.

Marvin A. Munoz

Contact this candidate