The Technical Account Manager (TAM) provides support delivery management of Premier issues and services designed to improve customer IT operational health in assigned account(s) The TAM: • Is the trusted advisor to the account’s Customer Support Manager (CSM) and the Microsoft owner of the customers IT operational health• Manages support delivery on reactive incidents provided by Microsoft CSS• Knowledgeable on a wide range of Microsoft technology with industry recognized IT Operations certification• Maintains Support Delivery Plans that capture situation and analysis for IT Health improvement – also used by sales opportunities and renewal• Manages the delivery and follow-up of proactive support designed to reduce reactive support cases and costs The value the TAM brings to the customer is successful operation, and hence realization of value, of Microsoft products. The value the TAM brings to Microsoft is increased customer satisfaction, reduced support costs, and awareness needed around product improvements.The Technical Account Manager is the only long term, relationship based, customer facing support role.

Managed an IT team responsible for server software installation, configuration, and support for 4 groups of internal clients - Field Services, R&D, Global Support, and Lawson Learning.