IT Support Specialist

Britt Martin

Hillsborough, NC ***** 919-***-**** *****.******@*****.***

Senior IT Support Analyst

Top-performing, customer-centric IT specialist who seeks a return to hands-on technical support. Brings consultative experience as an executive support analyst and customer point of contact. Flexible and organized with firm attention to detail. WORK EXPERIENCE

WORKSMART, Raleigh-Durham, NC – Promoted to Account Manager just 10 months after hire to advise executive-level customer contacts on building a tailored mix of technology and services to meet their needs.

Account Manager, 10/2019 to Present

• Support sales team with onboarding and leading initial welcome packet meetings with clients

• Assist IT field personnel through quarterly client strategy sessions focused on project roadmap, services feedback, and any contract change requests

• Cultivate, sustain, and expand 75+ customer account relationships through new contract onboarding and renewals, issue resolution, service status assessments, and large project assignments

• Achieve 98% client retention, exceeding 92% company average Representative Successes

• Retained a customer who had submitted a cancellation request with a need to cut contract spend in half. After a line-by-line assessment showed the value of nearly every contracted service, customer extended the agreement with a lower monthly spend and greater satisfaction.

• Persevered with a client whose server was well past warranty and had refused to contract new projects for more than five years. After a month of follow-up, inviting feedback, and reviewing the vendor selection process, signed a three-month server replacement project that netted $16,000+.

Technical Service Representative & Consultant, 09/2018 to 10/2019

• Resolved clients’ day-to-day IT issues and supported long-term planning and implementation objectives, including server and network upgrades

• Recommended security awareness and back-up procedures and worked directly with customers to implement these changes

• Emerged as a top-five performer in tickets closed and positive customer feedback SOUTHLAND ELECTRICAL, Burlington, NC – Managed customer contract negotiations and execution, IT systems implementation, and service delivery for world-class leader in power distribution and low-voltage motor control.

Sales Representative & Consultant, 07/2013 to 09/2018

• Consistently exceeded sales and service goals [Averaged over $65,000 in new sales per month with existing clients and $20,000 with new clients]

• Established standard metrics to track and report performance ICON CLINICAL RESEARCH, Raleigh, NC – Oversaw and implemented IT systems for global provider of outsourced development and commercialization services in the pharmaceutical, biotechnology, and medical device industries.

IT Analyst, 08/2010 to 07/2013

• Tested and implemented new software packages, managed IT asset inventory, and monitored software licensing compliance

• Supported and developed custom performance reports for executive teams EDUCATION

AAS in Computer Science, Durham Technical Community College, anticipated completion 5/20 SKILLS & QUALIFICATIONS

Customer Service

Collaboration

Cross-Functional Teams

Troubleshooting &

Problem Solving

Issues Management

Performance Reporting

Contracts & SLAs

Vendor Management

Compliance

Flexibility

CERTIFICATIONS &

PROFESSIONAL DEVELOPMENT

CompTIA A+ Certification

MTA: Networking Fundamentals

Certification

MTA: Security Fundamentals

TECHNICAL EXPERTISE

Client & Servers

Windows NT-10, Linux, MAC OS,

& Chrome OS

Microsoft Server 2008 – 2016

Microsoft Office Suite

Office 97 – 365, Project, Visio, Access

(SQL), SharePoint, & Teams

Active Directory Maintenance

System Center Configuration

Manager

DHCP, DNS, & TCP / IP Setup

Windows Deployment Services

PBX & VoIP Management

Sophos Firewall & VPN Setup

StorageCraft Backup Software

NAS Support

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