Brad Fritts Email & Phone Number

Southfield, Michigan, United States

The Client Success Manager is in charge of managing relationships in their portfolio of clients and to work directly with client leadership so they can obtain the most from their investment and experience.A CSM’s interactions with each of their given clients will be unique and are frequently the most visible Secure-24 resource clients have access to. As a result, the goal is that clients learn to trust their CSMs to represent their needs and act as a trusted adviser while looking for opportunities to grow the account and add additional value.

Southfield, Michigan, United States

- Second level IT support focused on resolving escalated level 1 incidents- Facilitate communication between client/level 1 technicians and level 3 engineering teams as needed- Perform all necessary troubleshooting methods to identify root causes of infrastructure issues and resolve them with the appropriate teams• Event log data harvesting• Task manager analyses• Advanced command line• Basic windows cleanup procedures• MMC services console management- Worked with IT Management and other teams to reduce overall internal ticket volume and improve the Knowledge-base

Southfield, Michigan, United States

- Lead and direct level 1 team on incoming calls and tickets to manage workflow and better assist end-users- Create knowledge-base articles documenting approved processes in handling different situations- Traveled out-of-state to the on-site client location for 6 months to better solve issues from the client perspective and work with their IT and Executive team- Was able to reduce outgoing call volume by creating client-side knowledge-base processes for common issues before reaching out to help-desk- Achieved qualified education and metrics to be promoted to level 2

Southfield, Michigan, United States

- Respond to incoming calls and tickets within defined Service Level Agreements (SLA)- Utilize Active Directory, Exchange, RDP and any other necessary technologies to assist in troubleshooting and resolution- Resolve level one issues following knowledge-base articles and procedures, identify recurring issues, and investigate automated system alerts- Achieved high performance metrics that lead to being promoted to Level 1 Team Lead