Account Manager Technical
Resume:
Ben Deese
********@*****.***
www.linkedin.com/in/bendeeseatlanta/
Experienced Technical Account Manager with a proven track record of successfully managing and strengthening client relationships while delivering top-notch technical solutions. With over 20 years of experience in the IT industry, I have developed a comprehensive understanding of diverse technologies, project management, and customer-centric service delivery.
EXPERIENCE
Technical Account Manager Novatech Alpharetta, GA
July 2022 - Present
●Built and maintained strong, long-lasting relationships with a portfolio of key clients. Acted as the primary point of contact, understanding their unique business needs, and collaborating with internal teams to deliver tailored technical solutions.
●Played a crucial role in expanding account revenue by identifying upsell and cross-sell opportunities. Collaborated with sales teams to develop and execute account growth strategies.
●Provided expert technical support, investigating and resolving escalated issues promptly to minimize downtime and optimize system performance.
●Fostered a collaborative work environment by working closely with various internal teams, such as solution architects, sales, engineering, and customer support, to drive customer success and overall business growth.
●Facilitate QBR meetings with senior stakeholders and executive leadership, guiding discussions on business performance, market trends, and strategic initiatives.
●Monthly and ad hoc reporting on technical health of systems and managing information flow incoming and outgoing between Customer and Novatech
Network Analyst/TAM Mueller Sandy Springs, GA
May 2021 - July 2022
●Provide support, maintenance, and analysis of networks
●Configure hardware/software for best network connection
●Service Mueller clients via phone and email on network related issues
●Participate in solution-driven discussions to identify new opportunities for driving product quality and support efficiency
●Update customer cases using Salesforce
●Supporting cellular and RF communication technologies
Network Engineer Telaid Norcross, GA
October 2020 - March 2021 (Contract)
●Supported field technicians in network connectivity/structure cabling, Wi-Fi installations and support, and establishing connectivity for pharmacy printers to their main hub using Cisco commands
●Triaged and troubleshot support tickets prior to dispatching field technicians
●Provided support via phone and email
●Tracked cases via in-house technologies
Technical Account Manager HPE Alpharetta, GA
January 2013 – May 2020
●Provided mission critical storage support for enterprise clients such as Coach; Nike; Johnson and Johnson; CenturyLink; JP Morgan/Chase Bank and Ericsson as the technical point of contact
●Held an in-depth understanding of customer environments to troubleshoot and diagnose storage related issues
●Used Salesforce for documentation of client communication and case management
●Supported Eva, Brocade and Cisco switches and providing support for backup storage products
●Collaborated with clients and their onsite engineers, on- and offshore, for issue management and resolution
●Provided expertise for storage-related hardware and software troubleshooting
●Worked with Windows, Linux and Unix operating systems and had exposure to VMware
●Provided excellent verbal and written communication as well as an outgoing and engaging personality; worked well under pressure and in tense situations
EDUCATION
Devry University • Bachelor, CIS/Atlanta, GA
May 1999
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