Yyyyyy x. yyyyyy

Tampa, FL ￨ (xxx-xxx-xxxx ￨ abc@xyz.com

Hands-On, Customer-Facing Advocate Specializing in Managing Lucrative Fortune 500 Company IT Operations

Technical Account Management ￨ Customer Success Management ￨ Engagement Management

BlackBerry Product Architecture ￨ Legacy Good Technology ￨ Product Architecture ￨ Wireless Devices

Multi-Project Management ￨ Team Building / Training ￨ Workflow Prioritization ￨ Milestones / Deliverables

Premium Support Services ￨ Relationship Management ￨ Corporate Networks ￨ Needs Analysis / Assessment

IT Architecture ￨ Wireless Mobility Architecture ￨ Business Case Writing ￨ Continuous Process Improvements

Highly Accomplished Leader who makes sound decisions to reflect positively on IT operations in alignment with a Fortune 500 company s vision, value, and goals. Top Performer who offers solutions-centric critical thinking for insightful, change-oriented results. Visionary Professional who rises above challenges to achieve winning outcomes, including quickly adapting to evolving scenarios, evaluating business needs to drive process optimization, and continually planning and implementing dynamic new concepts. Excellent Communicator who develops synergistic relationships among senior-level decision-makers, IT / business teams, and clients.

Career Highlights Include:

  Demonstrating familiarity with comprehensive corporate networks.

  Promoting planning, implementation growth, and product adoption efforts.

  Expertly managing large-scale sophisticated companies software implementations.

  Contributing skill in adding state-of-the-art features and functionality to optimize efficiency.

  Offering 15 years IT experience in performing planning, architecture, engineering, and operations.

  Driving results as a Customer Success Manager in initiating new technology and expanding platforms.

  Exhibiting talent in implementing servers and platforms into test, pilot, and production environments.

Technical Account Manager (2012 2017)

Capitalized on the opportunity to lead forward-thinking technical account management for high-profile BlackBerry customers encompassing Fortune 500 financial services, banking, and insurance. Expertly secured product retention by engaging and advocating internally on behalf of the customer and respective concerns to enable internal resources for allowing optimal customer success in new and existing deployments. Built and sustained mutually beneficial relationships within customer organizations among IT managers, directors, CTO, CIO, LOB leaders, and product administrators. Coordinated SMEs to produce root cause analysis for customers with large-scale, complex systems and networks. Evaluated and developed Solutions Architecture for customers to accommodate new deployments, existing deployment growth, and verification of deployment health.

  Continually drove product utilization and adoption among customers.

  Produced customized reporting and business reviews for corrective actions.

  Served as the first point-of-contact for escalations to promptly resolve critical issues.

  Owned customer KPIs and SLAs, and delivered quarterly reviews and results on-site or via Skype.

  Minimized customer issues by establishing communications with internal and customer executives.

  Collaborated with top teams to communicate insights for trending issues, key goals, and future efforts.

Professional Services Client Engagement Manager ￨ Customer Success (2015 2017)

Strategically steered pre- and post-sales and technical account management for one of the largest customers at legacy Good Technology to engage and advocate on behalf of the customer. Cohesively automated customer response and resolution by developing and maintaining custom support processes. Prepared and presented updates on open issues in weekly status review meetings for corrective action, and led regular sequence of product roadmap discussions to ensure goal attainment track.

Yyyyyy x. yyyyyy ￨ (xxx-xxx-xxxx Page Two

Professional Services Client Engagement Manager ￨ Customer Success (continued)

Delivered quality-focused customer assistance in the planning, engineering, and support of all legacy Good Technology products and platforms (i.e. Android, iOS, and Windows). Consulted among customers on architecture and design considerations for numerous items, including server retirement and consolidation, email system changes and upgrades, and HA / DR. Liaised among teams as project manager while championing customer requirements and prioritizing inclusion with product management and engineering teams. Managed Proof of Concept and Early Access Implementation activities. Led weekly meetings with customer SMEs to discuss deployments, platform currency, and features optimization.

  Recognized by COO in a quarterly sales review for job excellence.

  Successfully completed one-off product projects, including security reviews.

  Minimized workflow disruption by expediting and resolving Customer Care issues.

  Strengthened traceability by developing a customer-specific Health Status document.

  Pitched a Day as a Client Engagement Manager to customer to win a $1+ million sale.

  Enhanced communication by publishing regular Help Desk, End User FAQs, and KBs updates.

  Earned Customer Engagement Award in 2014 the highest award for customer engagement.

  Won prestigious President s Club Award in 2013 the highest award in the sales organization.

  Drove service renewals to $1.5+ million in revenue by delivering superior customer performance.

  Developed a guide to troubleshoot Secure Browser issues with full utilization by several persons.

  Created a test plan to record exact steps on each new test upon contention by a customer threatening to switch to competitor product due to iPad and iPhone issues, and attained full resolution / retention.

Mobility IT Manager, Temple Terrace, FL (2009 2011)

Utilized broad scope of industry knowledge toward managing a details-centric team of 7 engineers in exceeding daily objectives, including maximizing the use of resources by efficiently prioritizing tasks, scheduling manpower, and monitoring performance to optimize performance. Drafted annual business cases to acquire new hardware and software to meet growth-focused needs on a year-to-year basis. Directed Solutions Architecture for wireless device infrastructure, including facilitating planning, engineering, and support for 45,000+ handheld devices (i.e. BlackBerry, Android, iOS, Windows Mobile) using BlackBerry and Good Technology.

  Successfully managed key environment growth to 45,000+ devices.

  Rapidly promoted to Team Manager due to excellence in job performance.

  Installed the first BlackBerry and Good Technology servers as the Team Lead.

  Continually adhered to best practices for adoption or deployment of critical projects.

  Proactively formed a process for wireless device and application adoption and deployment.

  Built team as an authoritative and governing source for wireless device and application deployment.

Additional Pre-2009 Roles Held with Verizon Telecommunications

Lead Systems Engineering Mobility, Temple Terrace, FL (2000 2009)

Senior LAN Administrator, Jacksonville, FL (1997 2000)

BlackBerry Server ￨ Good Technology Server ￨ SQL Server

Remote Desktop ￨ WebEx ￨ TCP / IP ￨ HTTP ￨ FTP ￨ SMTP ￨ POP3 ￨ LDAP ￨ DHCP ￨ DNS

Jira ￨ Salesforce ￨ Windows ￨ Android ￨ iOS ￨ Windows Mobile ￨ Microsoft Office (Word, Excel, PowerPoint)

Yyyyyy x. yyyyyy

Tampa, FL ￨ (xxx-xxx-xxxx ￨ abc@xyz.com

Date

Hiring Agent Name

Company Name

Address

City/State/Zip Code

Dear__________________:

I am exploring a new career opportunity within a challenging [ Insert Job Title ] role, and I believe that I can make a positive contribution to your success.

To acquaint you with my background, I can offer proven experience in Technical Account Management, Customer Success Management, Client Engagement Management, Needs Analysis / Assessment, and Premium Support Services with specializations in BlackBerry and Legacy Good Technology, as well as Large-Scale Corporate Networks. I am also well-versed in Multi-Project Management, Team Building / Training, Workflow Prioritization, Business Case Writing, and Continuous Process Improvements, among other areas.

Recently, as a Technical Account Manager with BlackBerry / Good Technology, I successfully delivered optimal services to high-profile BlackBerry customers encompassing Fortune 500 financial services, banking, and insurance, including owning customer KPIs and SLAs, delivering quarterly reviews and results, and continually driving product utilization and adoption. Within this role, I expertly secured product retention by engaging and advocating internally on behalf of the customer, and served as the first point-of-contact in resolving critical escalations. I also coordinated SMEs to produce root cause analysis for customers large-scale, complex systems and networks, and collaborated with top teams to disseminate insight for trends, key goals, and future efforts.

In addition, a sample of my career-wide accomplishments include:

  Promoting planning, implementation growth, and product adoption efforts.

  Expertly managing large-scale sophisticated companies software implementations.

  Contributing skill in adding state-of-the-art features and functionality to optimize efficiency.

  Offering 15 years IT experience in performing planning, architecture, engineering, and operations.

  Driving results as a Customer Success Manager in initiating new technology and expanding platforms.

To complement this experience, please note that I earned a Bachelor of Science in Industrial Education / Electronics from Iowa State University.

I am eager to discuss how my qualifications uniquely match your current and future needs, and look forward to interviewing with you soon.

Sincerely,

Yyyyyy x. yyyyyy