Roy Benavides Email & Phone Number

Tampa, Fl, Us

Tampa, Florida, United States

As a Technical Account Manager, I specialize in delivering tailored product demos to clients across the USA, Latin America, and Brazil, leveraging my fluency in Spanish and Portuguese to support diverse markets. I play a key role in the pre-sales process, working closely with account executives to address client needs, answer technical questions, and provide in-depth demonstrations that help prospects understand the full value of our solutions.Beyond pre-sales, I guide clients through trial periods, ensuring they maximize the product's potential, and assist with onboarding post-purchase to guarantee a smooth transition. My focus is on high-end enterprise deals, where I manage technical discussions, align our solutions with business goals, and ensure customer satisfaction throughout their journey. Additionally, I collaborate with internal teams to provide feedback, troubleshoot issues, and support long-term success for both our clients and the company.

Tampa, Florida, United States

• At Fujitsu, I offered all Schneider Electric employees who were based in South America second-level technical support, also known as first-time fix resolution, providing troubleshooting and solutions for any of their technical issues to maintain a high level of technical support and keep business operating as effectively as possible.• To keep the operation running smoothly, it was my responsibility as Incident Manager to resolve all the incident tickets that were submitted by customers via the Service Now portal and those that required follow-up work and/or callbacks.• As Incident Manager, I had to give resolution to all the administrative work orders that were requested via the Remedy Portal.• During my time as an Incident Manager, I successfully completed the training and team induction for new hires.• It was critical to meet the (SLAs) established by the client regarding ticket resolution month by month.• When my peers needed aid, I was there for them in case the issue was too complicated to resolve.• As a member of the Incident Team, we were in charge of any escalation that needed the client’s Technical Team's engagement.

• With the goal of offering the best possible technical assistance, I worked as a first-level support Service Desk agent serving North America (CAN, USA, MEX) and South America (BRA, ARG, CHI). I conducted a variety of troubleshooting tasks and collaborated with second-level support teams.• As the team's focal point and purpose for existence, the Brazilian market was where I spent the most of my time in this capacity.• The position specialized in giving a resolution to any technical issue within the 10-minute gap.• Active Directory, VPN troubleshooting, One Drive Migration and Microsoft 365 package skills werefundamental for the role.

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