Experience

• 

  Hp

  Jan 2012 - May 2013

  • Bank of America Onsite Coordinator

    Aug 2012 - May 2013

  • Public Sector Agent

    Jan 2012 - May 2013
• 

  Hewlett packard enterprise

  May 2013 - Dec 2020

  𝘏𝘗𝘌 𝘪𝘴 𝘢 𝘱𝘳𝘰𝘷𝘪𝘥𝘦𝘳 𝘰𝘧 𝘪𝘯𝘵𝘦𝘭𝘭𝘪𝘨𝘦𝘯𝘵 𝘴𝘰𝘭𝘶𝘵𝘪𝘰𝘯𝘴 𝘢𝘯𝘥 𝘤𝘭𝘰𝘶𝘥-𝘣𝘢𝘴𝘦𝘥 𝘴𝘦𝘳𝘷𝘪𝘤𝘦𝘴, 𝘪𝘯𝘤𝘭𝘶𝘥𝘪𝘯𝘨 𝘴𝘦𝘳𝘷𝘦𝘳𝘴, 𝘴𝘵𝘰𝘳𝘢𝘨𝘦 𝘥𝘦𝘷𝘪𝘤𝘦𝘴, 𝘯𝘦𝘵𝘸𝘰𝘳𝘬𝘪𝘯𝘨 𝘱𝘳𝘰𝘥𝘶𝘤𝘵𝘴, 𝘢𝘯𝘥 𝘤𝘰𝘯𝘷𝘦𝘳𝘨𝘦𝘥 𝘴𝘺𝘴𝘵𝘦𝘮𝘴.Reported to Senior TAM Storage, managed a monthly budget of $1,000 alongside various global enterprise accounts, and optimized storage systems through forward-thinking deliverables of firmware upgrades and patch analysis.▪ Ran anticipatory deliverables in firmware upgrades and patch analysis, ensuring comprehensive optimization and seamless support experiences for global customers; employed proactive problem-solving to deliver tailored solutions through top-notch service.▪ Proactively prepared a presentation that resulted in a significant 1.2M contract renewal for BOA and secured an HPE premium contract YOY; achievement underscored dedication to customer excellence and proficiency in driving strategic business outcomes.▪ Demonstrated leadership by providing technical training and mentorship to team members; offered guidance to onboard new TAMs on proactive deliverables, SLA portfolio requirements, and KPIs, fostering cultural excellence and continuous improvement.▪ Managed strategic key Fortune 500 accounts, including Bank of America, by providing customized proactive deliverables, escalation management, and daily reactive advocacy; ensured alignment with SOW requirements and HPE standards improving retention.▪ Directed the Proactive Delivery Readiness Program, issuing detailed weekly reports to the Customer Solution Center in NA and Latin America; ensured seamless service delivery throughout upgrades and installations to maintain operational efficiency. Show less Functioned under the CEM Manager and facilitated swift resolution of critical incidents by removing obstacles, ensuring adherence to customer-defined SLAs, and enhancing overall service delivery.▪ Innovated processes by developing customized metrics reports tailored for managers, implementing accurate data collection; drove informed decision-making and enhanced performance monitoring across the org for performance optimization.▪ Conducted incident deep dives and quality assessments to ensure adherence to processes for technical solution specialists supporting CSC North and Latin America; maintained high service standards, ensuring consistent excellence in service delivery.▪ Coordinated with Remote Technical Solution Specialists (RTCC), Field Engineers, and Supply Chain to address critical cases, effectively meeting customer-defined SLAs and business needs; upheld the highest standards of HPE service delivery▪ Identified and addressed roadblocks in critical incidents, minimized time to resolution, and mitigated the outage impact on customer operations; maintained 100% of service excellence by reinforcing HPE's reputation as a trusted partner.▪ Hosted regular meetings with the Critical Event Manager (CEM) team to ensure strict process adherence and optimize customer satisfaction; fostered a collaborative team environment focused on resolving critical incidents swiftly and efficiently. Show less

  • Sr Storage Technical Account Manager

    Jun 2015 - Dec 2020

  • Control Tower/Critical Event Manager

    May 2013 - Jun 2015
• 

  Vmware

  Jun 2021 - May 2024

  Senior support service manager

  𝘝𝘔𝘸𝘢𝘳𝘦 𝘪𝘴 𝘢 𝘭𝘦𝘢𝘥𝘪𝘯𝘨 𝘱𝘳𝘰𝘷𝘪𝘥𝘦𝘳 𝘰𝘧 𝘮𝘶𝘭𝘵𝘪-𝘤𝘭𝘰𝘶𝘥 𝘴𝘦𝘳𝘷𝘪𝘤𝘦𝘴, 𝘦𝘯𝘢𝘣𝘭𝘪𝘯𝘨 𝘥𝘪𝘨𝘪𝘵𝘢𝘭 𝘪𝘯𝘯𝘰𝘷𝘢𝘵𝘪𝘰𝘯 𝘸𝘪𝘵𝘩 𝘦𝘯𝘵𝘦𝘳𝘱𝘳𝘪𝘴𝘦 𝘤𝘰𝘯𝘵𝘳𝘰𝘭 𝘶𝘵𝘪𝘭𝘪𝘻𝘪𝘯𝘨 𝘥𝘪𝘴𝘳𝘶𝘱𝘵𝘪𝘷𝘦 𝘵𝘦𝘤𝘩𝘯𝘰𝘭𝘰𝘨𝘪𝘦𝘴.Directly supported the SSM Manager, driving excellence in customer support by adeptly managing relationships and escalations within the global support organization. Ensured seamless coordination and resolution of complex issues to elevate delivery standards.▪ Spearheaded comprehensive customer support experiences, managing critical situations and escalations while actively fostering knowledge transfer initiatives to elevate overall customer satisfaction; maintained a seamless support environment and enhanced client relationships.▪ Functioned as a liaison between stakeholders addressing customer inquiries and issues, leveraging expertise across various products to deliver highly effective support solutions; delivered unparalleled customer satisfaction and retention that strengthened VMware's reputation.▪ Advocated for the prioritization and swift resolution of support requests, collaborating closely with Sales Executives to manage issue resolution processes efficiently; upheld exemplary value to foster trust and loyalty among clients.▪ Facilitated knowledge transfer for support activities, partnering with Sales Executives to provide regular status updates on service incidents; leveraged tools like Skyline, shared best practices, and performance metrics to ensure continuous improvement in service delivery.▪ Crafted compelling presentations for Success Executive's quarterly business reviews, distilling complex support metrics into actionable insights for informed decision-making; drove initiatives for continuous client success improvement, ensuring alignment with business objectives and customer needs. Show less

• 

  Broadcom

  Oct 2023 - now

  Support account manager

  𝘉𝘳𝘰𝘢𝘥𝘤𝘰𝘮 𝘪𝘴 𝘢𝘯 𝘪𝘯𝘯𝘰𝘷𝘢𝘵𝘰𝘳 𝘪𝘯 𝘵𝘦𝘤𝘩𝘯𝘰𝘭𝘰𝘨𝘺 𝘭𝘦𝘢𝘥𝘦𝘳𝘴𝘩𝘪𝘱, 𝘴𝘦𝘳𝘷𝘪𝘤𝘪𝘯𝘨 𝘥𝘢𝘵𝘢 𝘤𝘦𝘯𝘵𝘦𝘳𝘴, 𝘯𝘦𝘵𝘸𝘰𝘳𝘬𝘪𝘯𝘨, 𝘴𝘰𝘧𝘵𝘸𝘢𝘳𝘦, 𝘣𝘳𝘰𝘢𝘥𝘣𝘢𝘯𝘥, 𝘸𝘪𝘳𝘦𝘭𝘦𝘴𝘴, 𝘴𝘵𝘰𝘳𝘢𝘨𝘦, 𝘢𝘯𝘥 𝘪𝘯𝘥𝘶𝘴𝘵𝘳𝘪𝘢𝘭 𝘮𝘢𝘳𝘬𝘦𝘵𝘴.Serves as a Support Account Manager responsible for cultivating and nurturing account relationships with customer teams. Act as primary POC for engineering, project, and LOB stakeholders to ensure an optimal customer experience.▪ Oversaw support requests and critical situations, ensuring timely resolution and proactive assistance to optimize the customer experience. Acted as the single point of contact for VMWare Select Support activities, guaranteeing seamless communication and resolution of complex issues.▪ Orchestrated recurring team meetings to comprehensively review IT support requests, furnish status updates, and strategize for upcoming projects; foster collaboration, transparency, and problem-solving that inspired innovation.▪ Implement formal documentation processes for root cause analysis of critical support requests, facilitating thorough insights and multi-faceted troubleshooting; streamlined workflows empowered informed decision-making, driving continuous improvement in support excellence. Show less