As the Account Manager for InterTalk Critical Information Systems, I leverage my strong technical background and industry expertise to assist with customer support and strategically develop relationships to bolster sales. Drawing upon my comprehensive knowledge and experience in the Emergency Service industry, I develop and maintain robust relationships with partner accounts, delivering exceptional customer service and driving high partner satisfaction.With an understanding of telecommunications consoles, Land Mobile Radio (LMR), and public safety radio systems, including UHF/VHF and 7/800Mhz radio infrastructure, I effectively communicate the value of our products and services to assigned and prospective partners. Acting as a trusted advisor, I provide valuable insights and support their mission-critical system decisions, driving adoption of company programs and solutions.In addition to sales responsibilities, I represent the company at industry events and contribute to the development of high-quality sales documentation. I collaborate closely with cross-functional teams, contributing technical expertise and product feedback to inform product roadmaps. By fostering a collaborative environment with all functional groups at InterTalk, I ensure seamless coordination to meet channel partner performance objectives and expectations.With excellent problem-solving, planning, and communication skills, I offer a unique blend of technical knowledge and sales acumen. I am well-versed in IP and LAN/WAN systems, RF systems, and dispatch and public safety operations. Throughout my career, I have demonstrated a strong work ethic, professionalism, and a commitment to maintaining the highest standards of data security, in line with ISO9001 and ISO27001 standards.

As the Systems Specialist, I demonstrate a significant leadership role in overseeing and troubleshooting systems, conducting root cause analysis, configurations, and software/hardware issues resolutions. I help State clientele daily, answering queries, collecting system logs, providing issue resolution within 12-24 hours. I ensure 100% customer service excellence, fostering a customer-centric and service-oriented mindset rather than a reactive one - leading to positive client reviews and word-of-mouth recommendations. • I initiate regular site visits and customer check-ins, collaborating with cross-functional departments/teams i.e., the InterTalk team. I assist in designing and creation of inspection and test plans for customer projects. Additionally, I accomplish technical documents on time with zero errors, offer administrative support on-site surveys, user product training, and continued product development feedback.• Collaborating with cross-functional departments/teams i.e., the InterTalk team; assisting in designing/creation of inspection and test plans for customer projects.• Accomplished technical documents on time with zero errors; gave administrative support on-site surveys, user product training, and continued product development feedback.Technical Scope: configuring managed switches/routers/networking equipment; troubleshoot network configurations and problems; use/troubleshoot/operate in LINUX centric environment; ability to access LINUX servers using SSH and SCP

For 2 years, I serve as Operations Lead for G4S. I started as Tier 1 Helpdesk and Customer Service Representative (2019) was promoted to Operations Lead (2020) within a year, leading and monitoring the performance of ten staff members. I served as the operational leadership for PG&E, the largest energy provider in California. I championed 100% operational efficiency, fostering a troubleshooting mindset, a customer-focused approach/ customer-first attitude, and team-oriented culture. I improved support services, ensuring seamless collaboration between departments via enterprise-wide communication initiatives. Furthermore, I ensured escalated client issues are addressed promptly, liaising, and offering remediation to maintain long-term relationships between customers and the company.

I served as first contact with callers, performing all functions and duties of the Communication Center. I triage calls and enter accurate data into the dispatch computer. I demonstrated quick thinking and calmness in responding to emergency calls, ensuring full and necessary information to the responding crew, i.e., supports, cross streets, nature of the call, among others. My presence of mind, high level of accuracy, and ability to perform several tasks at one time were also demonstrated when I monitored all radio traffic while simultaneously listening in the room for pre-alerts to incoming calls, pre-alerting units, and bringing units promptly to the scene to maintain system compliance.