Summary of Skills and Qualifications
Skilled and dedicated Digital Enablement Manager, with proficiencies in capacity-planning, organizational-alignment and technical-paradigms:
- Experienced with customer relationship management and retention.
- Experienced with serving as a single point of contact for multiple projects and accounts.
- Experienced with writing and delivering documentation, outlines, and presentations related to business development and strategies.
- Established capabilities to provide comprehensive support by understanding customer goals and objectives while delivering the appropriate strategies and service delivery.
- Experienced with financial models for the purpose of analysis and reporting.
- Proficient in coordinating interactions between clients and the proper support.
- Proven abilities to communicate with all levels of an organization while adhering to team-based and project-oriented environments.
- Skilled communicator, with proven abilities to effectively communicate interpersonally and electronically.
- Adept at communicating with respect to contractual agreements related to various service level agreements, statements of work, and change orders.
- Adept at creating, improving, and recommending detailed administrative, operational, and procedural processes that reduce redundancy, improve precision and efficiency, and attain organizational objectives.
- Proficient in Microsoft Windows, IT infrastructure, PaaS, HaaS, SaaS, HTML, and much more.
Work Experience
Trimble – Minnetonka, Minnesota 02/2018 to Present
Account Services Administrator
Providing top-level support to dozens of customers through account management, project management, and data analysis in order to exceed customer expectation by:
- Processing client data to ensure accuracy and attention to detail.
- Providing efforts to support, grow and maintain accounts.
- Maintaining and growing customer relationships.
- Researching and resolving customer issues.
- Organizing, inputting and maintaining client information through data analysis.
- Recommending and implementing business improvements that increase efficiency, accuracy, and customer service.
CDW – Brooklyn Park, Minnesota 09/2011 to 05/2017
Service Account Manager
Providing top-level support to dozens of customers through account management, project management, and situation management that exceed customer expectations by:
- Managing relationships with multiple large customers by providing support for customers, engineers, and managers — this ensured customer satisfaction, accurate invoicing, and forecasts based on organizational objectives.
- Adhering to requests based on situation management, account management, project management, problem management, change management, and prioritization to meet service level objectives, agreements, statements of work, purchase orders and more.
- Monitoring requests and coordinating proper resources.
- Reporting and delivering business reviews with customers on a monthly and quarterly basis to ensure proper capacity planning and continuous service improvement.
- Auditing financial information pertaining to various customer services to ensure accuracy and eventual automation.
- Enacting process improvements throughout the organization with respect to efficacy and efficiency.
- Solving complex business problems for both customers and internal business segments.
CDW – Brooklyn Park, Minnesota 05/2007 to 09/2011
Operations Technician
Providing top-level support to the datacenter team to ensure smooth operations, customer satisfaction, and the attainment of organizational objectives by:
- Providing support for customers, engineers, and managers to ensure high-quality technological support.
- Training new employees with respect to Standard Operating Procedures as well as with respect to experienced-based idiosyncrasies.
- Overseeing the successful implementation and operation of numerous customer projects as well as numerous in-house projects.
- Analyzing and gathering cabling and staffing requirements for numerous projects.
- Taking ownership of requests and overseeing them from start to finish by working with various individuals and communication channels.
- Troubleshooting and installing network devices.
- Ensuring the proper function of the datacenter infrastructure.
- Minding Statements of Work and Service Level Agreements to ensure proper support.
- Providing records management services to ensure operational efficiencies.
Education
- Graduated with a Master’s degree in Business Administration from Saint Cloud State University; with a cumulative GPA of 3.5.
- Graduated with a Bachelor of Science degree in Business Administration — with a minor in Economics — from Metropolitan State University; with a cumulative GPA of 3.7.
- Obtained the ITIL v3 Foundations Certificate.