Enterprise Technical Account Manager overseeing accounts in the North American region, managing a portfolio exceeding $2M USD ARR. Specializing in delivering top-tier ITSM/ESM support to ensure smooth daily helpdesk operations. Conducting regular business reviews to identify optimization opportunities and drive continual service improvements for clients, ensuring maximum efficiency and customer satisfaction.

Led a team of Product Specialists and TAMs, driving performance improvements and conducting comprehensive training programs. Empowered the team to operate independently, resulting in top performance metrics. Assisted in automating internal IT processes using Freshservice’s orchestration capabilities. Represented Freshservice at FUN South Africa, presenting the product roadmap. Supporting cross-functional teams with key implementations.

As an IT Analyst, I initially excelled at the Service Desk, showcasing exceptional skills despite being new to the field. I contributed significantly by establishing a Knowledge Base and implementing innovative solutions. Due to my self-driven nature and expanding skill set, I swiftly transitioned to the Global Access Management (GAM) role, surpassing senior colleagues. Subsequently, I further enhanced my expertise by acquiring network skills, earning recognition and evaluation, leading to my role as an L2 analyst for the Network team.In the Network domain, my responsibilities included monitoring and managing interface alerts, CPU utilizations, static IP address allocation, DHCP scopes, VLANs, Riverbed WAN Optimizers, STP, HSRP, and BGP.In GAM, I specialized in creating and managing accounts/security groups across multiple platforms, managing assets, VPN services, user accounts in Mainframe, network access applications, and SLA management. Additionally, I monitored DC for lockouts and assisted in log analysis.In Exchange management, I coordinated Office 365 administration, reported exchange-related queries, collaborated with Microsoft for issue resolution, communicated outages to the Service Desk, and managed license and filter policies.Furthermore, I possess proficient knowledge in Commvault for backup and restore operations.

Worked for British Telecom (BT). Supporting end users on technical queries related to the broadband connection provided.TCP/IP Networks - PSTN Networks