Daniel Wiebusch Email & Phone Number

As a Technical Account Manager, I specialize in driving client success through exceptional relationship management. With a strong history in technical support and engineering, I work closely with clients to ensure they receive maximum value from our products.My expertise lies in:- Technical Support: Ensuring expert-level assistance and troubleshooting through process and escalation overview.- Training & Education: Empowering users with knowledge of our software to enhance their experience.- Strategic Planning: Collaborating with customers to develop tailored strategies for long-term success.I thrive on fostering strong relationships, gathering feedback, and advocating for client needs within the organization. My goal is to drive customer satisfaction and retention through exceptional service and support.

Remotely resolve incoming tickets for local and remote usersDetermine ticket priority and address or escalate based on client SLACompleted contract in good standing

Jacksonville, Florida, United States

• Prioritize incoming ticket priority by determining client impact and urgency.• Quickly resolve tickets when possible and escalate to correct managed services team when necessary.• Provide second-tier helpdesk support prior to team escalation.• Review ticket resolution by new technicians to locate and provide training opportunities.• Address and resolve support tickets escalated from First Response Team.• Maintain and expand client documentation as new configurations and resolutions are added.• Ensure that client contracts remain profitable by monitoring ticket volume and resolution time.

Greater Minneapolis-St. Paul Area

• Triage incoming ticket load for more than 100 on and off site users. • Prioritize, resolve, and document ticket resolutions as efficiently as possible. Escalate when necessary.• Work with multiple teams throughout the organization, as well as vendors and manufacturers, to ensure that industry leading technology is available and working correctly.• Research and test potential solutions to validate or disqualify viability for future implementation.• Accurately document and maintain assets inventory and assignment to the correct users.• Create and configure new user accounts, VMs, and equipment for incoming employees.• Manage Active Directory account administration and permission changes.

Grand Forks, North Dakota Area

• Provided first-response helpdesk support and systems administration for over 400 employees.• Responsible for all things user-related, from minor hardware malfunctions to systems account access and administration.• Supported, maintained and administrated all levels of infrastructure hardware and software.• Implemented and administrated a new IT support ticketing platform.o Reduced average first response time from 41 to 26 hours in the first 3 months.o Lowered this average to 12 hours, less than half of the national standard*, within a year.o Maintained a 100% user satisfaction rate for 7 consecutive months of satisfaction reporting.o Handled nearly twice the average agent ticket load*.• Assisted with hiring, as well as overseeing training and performance of our IT interns.

Grand Forks, North Dakota Area

• Provided impeccable customer service in a fast-paced, detail oriented environment.• Communicated complex information about vehicle service in a way that customers could understand.• Used communication and conflict resolution skills to turn difficult situations into positive interactions.• Monitored and maintained an above 94% customer satisfaction score despite volume.