SUMMARY:

• CUSTOMER SERVICES | ACCOUNT MANAGEMENT | PROJECT MANAGEMENT
• High - energy, confident professional with an infectious enthusiasm for technology.
• Dynamic, highly dedicated, and hardworking Technical Professional with experience as a technical support professional, technical lead, support escalation engineer, senior technical adviser, and relationship manager.
• Highly recognized and well established abilities in customer services, identifying and reviewing, problem solving, maintaining partner relationship, technology improvement, and providing assistance to upper management.
• Proven and great interpersonal and communication skills with ability to survive and grow in a fast paced environment.

AREAS OF EXPERTISE:

• Customer Services
• Training & Development
• Strategic Planning/Analysis
• Account Management
• Client Needs Assessment
• Technology Improvement
• Identifying & Reviewing
• Time Management
• Quality Assurance
• Issue Resolving
• Policies & Procedures
• Project Evaluation

PROFESSIONAL EXPERIENCE:

Confidential, Tampa, FL

Office 365 FastTrack Manager

Responsibilities:

• Assisted customers with best practices, tools, resources and experts in order to make the deployment to the Confidential Cloud a success.
• Proficiently drive customer adoption and usage of the Confidential Cloud services (Office 365) and deliver on-boarding support services to small, medium and large customers.
• Led customers in identifying key stakeholders, prioritizing solutions, committing resources and measuring success.
• Expertly planning projects and execute customer and/or partner cloud deployment.
• Focused on reducing time and cost by providing guidance in defining the vision, following a streamlined process, and delivering expert remote assistance.
• Conserve Office 365 customers and partners thru the Office 365 on-boarding process while analyze, develop and communicate key on-boarding process and technology improvements and deliver and report key business metrics.

Confidential, Irving, TX

Office 365 FastTrack Manager

Responsibilities:

• Assisted customers with best practices, tools, resources and experts in order to make the deployment to the Confidential Cloud a success.
• Proficiently drive customer adoption and usage of the Confidential Cloud services (Office 365) and deliver on-boarding support services to small, medium and large customers.
• Led customers in identifying key stakeholders, prioritizing solutions, committing resources and measuring success.
• Expertly planning projects and execute customer and/or partner cloud deployment.
• Focused on reducing time and cost by providing guidance in defining the vision, following a streamlined process, and delivering expert remote assistance.
• Conserve Office 365 customers and partners thru the Office 365 on-boarding process while analyze, develop and communicate key on-boarding process and technology improvements and deliver and report key business metrics.

Senior Technical Adviser

Confidential

Responsibilities:

• Competently investigated and reviewed existing support cases to ensure they are on track for completion and reviewed archived cases and proactively offer solutions for improved case handling on future cases.
• Capably identified, documented and improved processes in order to reduce support times and improve the overall customer experience and assisted in creating and reviewing all training content.
• Skillfully reviewed and analyzed customer/partner experience (CPE) survey results and propose and create better solutions to reduce support times and to improve the overall customer experience.
• Identified trends in CPE results and reviewed escalated case volume and trending and propose workflow solutions to reduce escalation rate while acted as a mentor for first level Support Engineers.
• Collaborated on cross-team and cross product technical issues by working with resources from other Confidential groups as needed to resolve customer issues and met customer satisfaction and operational metric targets.

Confidential

Senior Support Escalation Engineer

Responsibilities:

• Magnificently provided technical phone support to Confidential Server Premier and Professional customers and delivered timely & high quality incident resolution focusing on cause analysis, prevention, and knowledge transfer.
• Utilized knowledge of the customer environment to resolve issues in a timely manner and conserved escalations to ensure timely and high quality resolution of all issues.
• Adeptly worked with Technical Account Managers to effectively manage hot-sites including documented action plans and daily status updates for the customer and Confidential management.
• Executed formal post-mortem process on closure of critical issues. Initiated and participated in triage meetings to share knowledge with other engineers and to efficiently resolve customer problems.

Tech Lead

Confidential

Responsibilities:

• Mentored, consulted and provided technical assistance to Support Professionals for Confidential Server and participated in team case reviews and presented technical feedback, identified and documented issues.
• Evaluated new technologies and worked with management to determine training needs for support professionals while created a website utilized by my peers, for training purposes and to provide assistance with their day-to-day job responsibilities.

Support Professional

Confidential

Responsibilities:

• Dexterously provided responsive and reliable technical solutions and information for customers with Confidential Server and communicated with customers and peers regarding technical issues.
• Analyzed problems and developed solutions to meet customer needs in an efficient and timely manner.