Manager, Technical Account Manager

PAUL GRANT

Colorado 720-***-**** *******@***.*** www.linkedin.com/in/paulgrant2024

PROFESSIONAL EXPERIENCE

ConvergeOne Inc 08/2023 – 05/2024

Manager, Technical Account Manager

• Developed and implemented comprehensive service architecture plans in collaboration with senior management; enhanced client service delivery model and achieved a 40% increase in team efficiency in utilization

• Cultivated a high-performance culture within a 20-member Technical Account Management team through mentorship and regular performance assessments, resulting in increased CSAT or customer satisfaction of 92 % or better

• Initiated cross-functional collaboration with sales, operations, and client success teams, aligning 20 Technical Account Managers with strategic goals, thereby accelerating project timelines, and increasing overall customer satisfaction

• Focused resource allocation across 20 Technical Account Managers, enhancing skill utilization by 52%; collaborated with HR to recruit and onboard 20 top-tier talents, boosting team productivity by 31%

• Orchestrated stakeholder meetings to clarify intricate architectural concepts, fostering mutual understanding between teams; improved service delivery timelines, and stakeholder approval ratings by more than 20% ConvergeOne Inc 01/2012 - 08/2023

Lead Solutions Architect

• Designed and introduced robust cloud infrastructures, expediting sales opportunity evaluations and approvals; cut approval turnaround time by 71%, from 14 days to four days

• Applied robust architectural protocols and performed quarterly audits, leading to a 19% reduction in SLA breaches on critical incidents, thereby elevating service quality and managed services performance

• Interpreted intricate technical specifications for diverse stakeholders; boosted architectural alignment and escalated customer satisfaction to 92%, shrinking miscommunication-related project delays by 25%. Authorized multi-million dollar deals from a Managed Services day two perspective, streamlined the process and contributed to increasing revenue, customer retention, and contract renewals Carousel Industries 01/2011 – 01/2012

Site Engineer

• Rectified critical network malfunctions through packet sniffing and remote access, preventing data loss and ensuring business continuity for this key account; issues escalated to manufacture was 0%

• Instituted a centralized documentation system, which eliminated inconsistencies and streamlined test and turn-up procedures, leading to a 20% improvement in team efficiency and improved system availability by 10%

• Resolved complex issues on Avaya Communication Manager (6.x-10.x), all System Mangers, media servers, session managers, media gateways, AES, CMS, CC, Cisco Switches, routers, firewalls, and load balancers while slashing downtime by 30% and improving system stability

High Country Workplace Technologies 01/2009 - 01/2011 Lead Field Engineer

• Mentored three junior field technicians in advanced Avaya technical skills, resulting in a 40% faster onboarding process and a 25% improvement in first-call resolution rates across the team

• Resolved customer escalations by collaborating with cross-functional teams, reducing MTTR to 98% response by utilizing comprehensive troubleshooting and conflict resolution strategies Avaya Inc 01/2005 - 01/2009

Post Sales Engineer

• Educated Tier II engineers at Avaya University, transforming the curriculum and incorporating real-world scenarios to enhance hands-on learning and practical application skills. Aiding end-user installations, configurations, upgrades, and patching

• Executed systematic problem isolation, verification, and diagnostic procedures on customer escalation issues, maintaining a 98% first-call resolution rate and improving customer satisfaction scores

• Troubleshot Communication Manager, (S) Series Servers, Media Gateways, SES, DO, One X products, Prologic’s, Definity, G3, G3SI, M770, IP Agent, and IP Softphone

WebMD 01/2003 - 01/2005

Hardware/Software Support Analyst

• Performed software diagnostics on all applications including Practice Management Software; Electronic Health Records; Scanning and Documentation Voice Recognition Appointment; and Scheduling Automated Appointment Reminders

• Remediated a wide array of user-reported issues, spanning hardware, software, and network connectivity problems; maintained a 95% first-call resolution rate, ensuring minimal disruption to end-user productivity YIPES COMMUNICATIONS INC 01/1999 – 01/2002

Network Engineer/Systems Engineer/Denver Data Center Manager

• Devised a streamlined process for network verification testing, incorporating feedback from San Francisco Network Operation Center, resulting in a 30% faster resolution time for network issues

• Synchronized workflow between field engineers and both Denver and San Francisco NOC, completing 10-20 routine maintenance tasks daily, ensuring zero network downtime during peak business hours

• Installation and Configuring Extreme Switches, Juniper Routers, Cisco Routers, Juniper Firewalls, Load Balancers, SAN’s and other network appliances, fortifying network security and improving application availability to 99.99% for critical business operations

CERTIFICATIONS

Avaya ‘s ACSS, APDS, UC, APDS, CC Extreme Networks ENA & ENE Cisco CCNA Call Xpress Administrator & Core Technical CompTIA Convergence+ HP OpenView (Network Monitoring Tool) CISA AWS Certified Cloud Practitioner

Juniper Networks AppNeta (Network Monitoring Tool) Architecture and Configuration for M40 Kurmi Provisioning Software MPLS Traffic Engineering

Junos Routing Policy

Oracle Communications Session Border Controller Implementation Specialist Oracle Communications Session Border Controller Troubleshooting Implementation Specialist Oracle Enterprise Communications Session Border Controller Solution Engineer Specialist SKILLS

Management: Leadership Mentorship Team Building Peer Reviews Project Management Pre-Sales Customer Satisfaction Escalations SOW TOS Contract CRM Product Demonstration KPI’s CSAT Cloud: AWS Cloud Azure Cloud Google Cloud VMware Calabrio Manufacturer: Avaya Cisco Oracle Zoom Microsoft Teams EDUCATION

Master of Science in Project Management

Colorado Technical University, Greenwood Village, Colorado Master of Science in Information Technology

Colorado Technical University, Greenwood Village, Colorado

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