Michael Gabbert Email & Phone Number

A top-performing, multiple-certified Technical Account Manager with expertise in working with top-tier technology products and services. Skilled at directing cross-functional teams to achieve quality, revenue, and customer experience goals. Possess global business operational perspective and ability to build and cultivate effective relationships key internal and external stakeholders. Recognized for strong performance in fast-paced environments involving high-profile projects and clients.

Listed skills include Itil, Windows, Customer Satisfaction, Customer Relations, and 29 others.

• 

  Senior Global Technical Account Manager

  Microsoft

  Jun 1999 - Sep 2013

  • Responsible for oversight of Premier/CloudVantage support and service delivery for global media and entertainment corporations.• Contributed to Cloud Services strategic planning efforts and coordinated presentations between Microsoft sales technology specialists and key customer contacts.• Managed daily incident support enterprise-wide for on-site and Cloud services.• Served as management’s primary contact for analysis of critical situations and implementation of action and remediation plans.• Oversaw effective delivery of technical support, products, and services to multi-million dollar clients.• Analyzed support contract utilization, reporting, projections, and renewal processes and made business-critical recommendations on project planning and staffing.• Conducted service delivery planning, project management, and cloud migration planning meetings.• Collaborated with customers to develop remediation plans through evaluation of risk assessments.• Provided technical support for product and services sales teams.• Served as lead of the Customer Satisfaction Premier/PSS Action team charged with providing technical support and process improvement functions.• Authored and distributed Business Impact Statements, Design Change Requests, and escalations.• Defined current and desired states through implementation of gap analysis designed to map service offerings to requirements.