In my role as a Technical Account Manager, I bridge our company and clients, driving value and growth through technical guidance and strategic engagement. Key contributions include:Value Enhancement: Conduct account reviews to boost value and product adoption, aligning solutions with customer needs to enhance satisfaction and utilization.Deployment Health: Assess deployment health, proactively identifying and mitigating issues to optimize performance and meet customer goals.Issue Resolution: Troubleshoot technical issues, to assist with customer satisfaction and trust.Growth and Value: Partner with customers to understand their objectives, recommending solutions that foster growth and add value.Collaboration and Advocacy: Collaborate with cross-functional teams to advocate for customer needs, leading to product enhancements based on customer feedback.

UI Support: Provide exceptional support for UI elements, enhancing the user experience by guiding customers through navigation, analytics, and metrics, swiftly resolving any issues.Linux Systems Administration: Offer administrative-level support for Linux systems, managing and maintaining robust environments. My tasks encompass troubleshooting, debugging, file and process management, interface and bridge creation, and comprehensive network configuration.System Administration Expertise: Perform a wide range of system administration duties, ensuring seamless operations by adeptly handling day-to-day issues in OSI layers 1, 2, and 3. I was also responsible for upgrading and maintaining Fedora Linux environments on physical and virtual setups.Technical Troubleshooting: Utilize my technical acumen to address and resolve issues efficiently, contributing to the smooth operation of our services and systems.Documentation and Knowledge Sharing: Create detailed internal documentation covering troubleshooting, system upgrades, backups, and more, enhancing our team's knowledge and efficiency.Mentorship and Escalation Support: Act as a mentor and escalation point for junior staff, providing expert guidance and support to resolve complex issues, and delivering training to facilitate their development and proficiency in identifying, analyzing, and resolving support challenges.

* Handle escalation requests from the tier 1 support pipeline* Work as the main contact point for business-critical operations* Logged into customer equipment and network equipment to perform additional diagnostics and troubleshooting* Diagnose issues with APs and Backhauls to provide additional information to the Tier 3 support team* Program customer radios and AP radios for field deployment and installation* Managed day-to-day upkeep on the network monitoring software (PRTG, Dude)

* Provide tier 1 support for various contracted companies* Troubleshoot company issues with handheld devices such as Blackberrys, iPhone and iPad* Work with BES, MaaS360, Airwatch and other MDM software to apply group and company policies and containers* Work as the contact point for various companies to assist in asset recovery and data management* Configure devices in MDM software to meet company specific standards (Security policies, asset recovery, data management/recovery, remote monitoring)

* Work as inbound support for residential and business services* Provide technical support for DSL and Fibre residential internet services* Daily troubleshooting included support for PBX, IPTV, Wireless Networking, APs and Routers, and additional WAN/LAN-based devices* Performed on call support via TeamViewer to assist customers with live network troubleshooting* Recorded all data in an internal CRM ticketing system* Performed quality audits on my ticket notes to ensure accuracy and attention to detail* Performed scheduling of on-site technicians and assisted field technicians with service calls and troubleshooting