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Work Background
ServiceNowSenior Support Account Manager
Jan. 2023Denver, Colorado, United States
VMwareSenior Support Services Manager
Jul. 2021 - Jan. 2023• Oversee portfolios and advises customers on the best use of products and growth opportunities.
• Weekly client touchpoints to review service issues and ongoing customer tickets.
• Contributes to the planning of service enhancements and emergencies. • Establishes trusting relationships as the main point of contact for all critical escalations. • Onboards customers in collaboration with sales, support, and engineer teams.
• Identifies customer needs, devises a plan of action, monitors trends, and analyze risks. • Manages and reports on the final delivery of services.
• Conducts trend analysis of customer preferences, satisfaction levels, and service complaints.
• Generates and reports on service performance metrics with areas of improvement.
Comcast BusinessTechnical Account Manager
Dec. 2018 - Jul. 2021• Leveraged subject matter expertise of technologies and products to negotiate contracts.
• Formulated service level agreements (SLAs), and business system integrations.
• Devised action plans and improvement strategies in installation and configuration services scheduling.
• Developed new processes from the evaluation of data overages, tech dispatches, and incident reports.
• Determined root cause for outages (RFOs) to remediate issues with preemptive measures.
• Traveled to client offices and presented metrics reports to stakeholders and C-level leadership.
Comcast BusinessNOC Installation Engineer Enterprise Managed Services NOC
Jul. 2017 - Dec. 2018Centennial Colorado• Managed the timely testing, troubleshooting, and break/fix support processes for customers.
• Optimized network performance, compliance with security standards, and acceptance criteria.
• Supported onsite technicians with complex installation networks across the country. • Closely monitored customer networks to maintain stability and efficiency. • Demonstrated proficiency in Cisco Marki, Juniper, Fortinet, Cradle Point, and Feeney equipment. • Monitored equipment and modems for several ISP providers as the main point of contact. • Participated in the implementation process of network design that met the needs of customers. • Provided contributions to SUPs on troubleshooting documentation for wiki sites.
Comcast BusinessEscalations Rep NEST
Apr. 2015 - Jul. 2017Centennial, Colorado • Administered the escalation e-mail box for all National corporate accounts across the U.S. • Performed Tier II technical support to bring resolutions to customers related to network issues. • Collaborated with a specialized team of 3 engineers to resolve complex work tickets. • Spearheaded multiple projects on new installations, new products, and technical support. • Partnered with high-end vendors such as the Atlanta Braves to ensure system functionality for events. • Analyzed and provided solutions to issues using customer experience report metrics.
Comcast BusinessTechnical Support Specialist
Apr. 2014 - Apr. 2015Centennial, Colorado• Maintained Tier II national technical support from corporate escalations of connectivity issues.
• Resolved 130+ customer support issues daily with oversight of ticketing, escalation, and scheduling. • Scheduled technician visits, escalated customer issues, and provided data entry and billing support.
ADTAlarm Tech
Apr. 2012 - Jan. 2014Aurora, Colorado • Performed routine and emergency service calls and provided reliable, high-quality customer service.
• Performed system testing and signal verification and educated customers on the system operation.
• Mentor and train new hires on data entry procedures, billing updates, and customer service. • Completed Tier II training for larger alarm systems and radio accounts.
TiVoTechnical Support Specialist
May. 2011 - Jul. 2012Fort Collins, Colorado Area• Provided customer service, data entry, and billing support to the operations using various systems.
• Interfaced with customers via phone and chat to resolve technical issues using the TiVo system. • Utilized active listening skills and recorded details of complaints and escalated issues, as needed. • Supported various home network installations and setups.
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