Technical Support Account Manager

THERESA M. THOMSON

404-***-**** *******.*.*******@*****.***

PROFESSIONAL PROFILE

Accomplished Information Technology professional with extensive background spanning the finance,

manufacturing, utility, retail, technology, and healthcare verticals. 20 years of team leadership and customer

experience supporting Fortune 500 companies. Demonstrated track record of program management, business development, account management, and large contract negotiations. Expertise includes:

●Program and Project Management

●Negotiation & Relationship Building

●Strategic Business Planning

●Global Product Positioning

●Team Leadership

●Customer Service

●Account Development & Execution

●Skilled in Google, Microsoft, and Smartsheets

Focuses simultaneously on vision and execution, managing internal and 3rd party tactical delivery while driving key strategic imperatives. Possesses strong financial acumen, new product delivery expertise, and knowledge of advanced communication services including: 5G, Security, Private IP, Cloud Services, Consulting Services, Internet of Things, eCommerce, Mobility, IT Solutions, Unified Communications, WAN, CPE, Ethernet, and Call Center applications.

PROFESSIONAL EXPERIENCE

Verizon

Principal Engineer – Tech Project Management - (2020-2023)

Basking Ridge, NJ

●Drive strategic initiatives and projects to ensure they are on track and meet launch criteria; identify potential risks and mitigate impact to schedules and stakeholders

●Understand and help communicate clear direction concerning process, standards and roles/responsibilities

●Routinely work with management to communicate program status, accomplishments, and priorities

●Responsible for end-to-end program delivery of new product launches

●Manage deployment activities for the integration and commercial success of new services

●Direct and oversee projects that require engagement of diverse, cross-functional teams and departments

●Ensure the right internal and external resources are appropriately engaged in a timely manner

●Escalate project issues and drive mitigation

Verizon

Senior Client Executive - (2006-2020)

Piscataway, NJ

●Negotiated multi-million-dollar contract for Colgate Palmolive

●Sold, implemented, and supported large 3rd party vendors and service providers

●Developed award winning, multi-tiered solution representing over $20M in revenue

●Achieved monthly sales, customer experience and revenue goals

●Drove $24M in annual revenue production with annual growth plan of 3%

●Orchestrated technical support and implementation of strategic products & services, driving 25% year over year revenue growth

●Developed strategic plans based on industry trends and market analysis

●Interfaced with C-suite, Vice President, and Director levels to grow and retain revenue

●Created and administered customer proposals, contracts, RFP’s, and network configurations

●Received President’s Club award for Premier Accounts (national award, top 10% performer)

Corporate Account Manager - (2004-2006)

Philadelphia, PA

●Managed, developed, and grew revenue with customers in healthcare vertical market

●Accountable for over $4.5M in annual revenue production with monthly growth target of $15-20K

●Coordinated pre-sale technical support and implementation of strategic products and services

●Created and administered customer proposals, RFP’s, and network configurations resulting in new client revenue

●Participated in module reviews regarding sales forecasts and technical designs to enhance revenue with existing account base

●Achieved 147% in Strategic Services quota

MCI Communications - (1997-2004)

Global Account Manager

●Generated new business sales revenue for Global Accounts including Coca-Cola, Alaska Airlines, Georgia Pacific, News Corporation, and Conseco

●Provided account management to attain revenue goals

●Managed assigned revenue plan exceeding $15M

●Interfaced with C-suite, Vice President, and Director levels of Fortune 500 companies

●Directed activities of account team of sales, service, and technical support to ensure customer satisfaction with strategic portfolio

●Developed strategic plans based on industry trends and market analysis

●Developed creative, customized packaging of new applications and services, including both domestic and international

●Consistently achieved over 100% in annual revenue quota attainment

Global Service Consultant - (1992-1997)

●Served as team lead over six support representatives

●Supported Global Accounts sales team with proficiency and knowledge of advanced products and services

●Prepared and delivered strategic account reviews to customers

●Led formal contract negotiations

●Grew and maintained yearly revenue base exceeding $5M

●Managed internal MCI and external resources to ensure timely resolution of customer concerns

EDUCATION & TRAINING

B.S., Business Management - Oregon State University

Extensive training: Program Management, Customer Experience, Product Development, and Technology (e.g. 5G, Security, WAN, Virtualization, IP Trunking, MPLS and Contact Center Services)

Certification: Business Computing as a Service

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