Help Desk/Account Manager
Resume:
AVENTURA, FLORIDA • ****************@*******.*** •
JOHNNY ANDERSON
Help Desk
PROFESSIONAL SUMMARY
Detail-oriented Help Desk Technician with extensive experience in hardware maintenance and technical issue resolution, ensuring 98% uptime and client satisfaction. Skilled in training junior technicians and collaborating with cross-functional teams to enhance service reliability and operational efficiency. EMPLOYMENT HISTORY
OWNER 2017 - Present
Mnemonic95, LLC Lawrenceville, GA
SENIOR STRATEGIC ACCOUNT MANAGER 2021 - 2022
Global Industrial Lawrenceville, GA
US FIELD TECHNICIAN III, TIER 2 - WELLSTAR HOSPITAL SYSTEM 2019 - 2021 Hewlett-Packard Inc. Kennesaw, GA
HELP DESK TIER II - RETAIL ESCALATION SUPPORT 2017 - 2019 Williams-Sonoma Lawrenceville, GA
INSIDE CHANNEL ACCOUNT MANAGER (ICAM) 2015 - 2017
Hewlett-Packard Inc. Alpharetta, GA
Streamline client onboarding, boosting satisfaction and retention. Craft marketing strategies, enhancing brand visibility and engagement. Build local partnerships, increasing community presence and referrals. Analyze feedback, refining services for repeat business and reviews. Foster team collaboration, improving morale and work environment. Managed key accounts, boosting client satisfaction and retention through tailored strategies. Analyzed market trends, achieving measurable revenue growth and enhanced client relationships. Collaborated with cross-functional teams to streamline processes and improve service delivery. Resolved complex client issues, resulting in improved customer loyalty and retention metrics. Installed and maintained hardware, ensuring 98% uptime and customer satisfaction. Resolved technical issues swiftly, enhancing client trust and service reliability. Trained junior technicians, fostering a skilled and efficient team environment. Conducted system diagnostics, reducing downtime and operational disruptions. Collaborated with cross-functional teams, achieving seamless project execution. Resolved complex retail support issues, enhancing customer satisfaction and efficiency. Analyzed support data to identify trends, reducing repeat incidents. Implemented solutions that led to measurable improvements in service delivery. Provided expert technical assistance to customers, resolving issues promptly and enhancing overall customer satisfaction. Streamlined ticket resolution processes, improving response times and contributing to a noticeable reduction in customer wait times.
Coordinated with cross-functional teams to address complex customer inquiries, fostering a unified approach to problem- solving.
Managed channel sales, driving revenue growth and enhancing partner relationships. Increased market share through strategic account optimization and team collaboration. Analyzed sales data to improve forecasting accuracy and informed decision-making. Resolved client issues swiftly, boosting customer satisfaction and retention. Developed partner training, enhancing product knowledge and sales performance. Produced 6 Cable TV commercials
SALES DIRECTOR 2014 - 2015
JRC Computing Solutions Duluth, GA
SENIOR ACCOUNT MANAGER - DISTRIBUTION 2012 - 2014
SED International Lawrenceville, GA
SENIOR ACCOUNT MANAGER - DISTRIBUTION 2006 - 2012
Synnex Corporation Greenville, SC
CUSTOMER SERVICE MANAGER 2000 - 2006
Computer Nerds International Aventura, FL
EDUCATION
BA IN BUSINESS ADMINISTRATION
Broward College
COURSES
A+ CERTIFICATION 2018
CompTIA
SKILLS
Windows, Linux, Mac OS, Citrix, ServiceNow, Salesforce, VMware, SAP, CRM, Office 365. Drove sales strategies resulting in substantial revenue growth and enhanced market share within the competitive tech landscape.
Cultivated strong client relationships, leading to increased customer loyalty and repeat business through tailored solutions. Implemented a new CRM system, streamlining sales processes and improving team productivity by enhancing data accessibility.
Led cross-functional teams to launch targeted marketing campaigns, achieving noticeable results in lead generation and conversion rates.
Fostered a positive team environment, encouraging collaboration and professional development to enhance overall performance.
Spearheaded the integration of advanced analytics into sales strategies, driving measurable improvements in lead conversion rates and overall revenue.
Managed key accounts, boosting sales by 30% through strategic client interaction. Identified growth opportunities, optimizing sales strategies effectively. Led client engagement initiatives, enhancing retention and satisfaction. Executed strategic marketing campaigns, increasing lead generation and brand visibility. Managed key accounts, enhancing distribution and client solutions for growth. Implemented strategic marketing, increasing brand visibility and market share. Analyzed sales data, identifying trends for improved revenue and retention. Mentored team, fostering collaboration and continuous improvement. Led client feedback analysis, improving service delivery and satisfaction. Managed a team to enhance customer satisfaction, achieving consistent positive feedback. Implemented strategies that reduced response times, leading to improved service efficiency. Trained staff, fostering a collaborative environment that boosted team performance. Resolved complex customer issues, resulting in a high retention rate. Analyzed service metrics, driving improvements in customer interaction processes. Led a team to enhance customer support strategies, resulting in improved client satisfaction and a noticeable reduction in response times.
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