Percival Marquez

Experience

• 

  Accenture

  Jun 2008 - Sept 2012

  Application Support Analyst
• 

  NIIT Technologies Limited

  Sept 2012 - Sept 2015

  Application Support Analyst
• 

  Microfocus (Entcorp Philippines)

  Sept 2015 - Jun 2022

  Team Lead / Technical Account Manager
• 

  Hewlett Packard Enterprise

  Sept 2015 - Oct 2017

  Technical Account Manager

  • Resolve customer inquiry or complaints via ticket, phone and chat. Assist with troubleshooting concerns and ensure that customer tickets are addressed accurately and in a timely manner. • Ensures integrity and completeness of all client related records.• Ensures understanding and adherence to service and contractual requirements.• Oversees client satisfaction and utilization, taking action when necessary, and performs any service reviews necessary for pooled accounts.• Directs, coordinates, and assists with strategies and activities that promote upsells and renewals.• Handling multiple accounts with $60,000 to $100,000 ACV (Annual Contract Value).• Providing training or mentoring new hires.• Resolve customer inquiry or complaints via ticket, phone, and chat. Assist with troubleshooting concerns and ensure that customer tickets are addressed accurately and in a timely manner. • Ensures the integrity and completeness of all client related records.• Ensures understanding and adherence to service and contractual requirements.• Oversees client satisfaction and utilization, taking action when necessary, and performs any service reviews necessary for pooled accounts• Directs, coordinates, and assists with strategies and activities that promote upsells and renewals. Show less

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  Wolt

  Jun 2022 - now

  IT Specialist