Technical Account Manager (TAM) |Black Box Network Services - Phenix City|01/2019 - Current• Effectively addressed and resolved telephony issues as the primary point of contact for top tier clients.• Developed customer relationships, identified customer needs and provided technical solutions.• Advise management on potential risks associated with proposed business initiatives.• Collaborated with internal teams such as engineering, marketing, and support to provide a comprehensive customer experience.• Collaborated with technical support staff to discuss client requirements, needs and objectives.• Drafted, presented and responded to proposals for specific customer requirements with industry-specific solutions.• Demonstrated skill in managing and leading critical support and ticket escalations.• Conducted periodic meetings with customers to review service levels and ensure satisfaction.• Coordinated with stakeholders to define project scope and objectives, develop detailed plans and timelines, and track progress against goals.• Oversaw the development of technical solutions that meet customer needs while staying within budget constraints.• Conducted regular follow-up calls to ensure customers were satisfied with products and services.• Performed quality assurance checks on existing products and services prior to launching new versions.• Tracked software updates and patches released by vendors to ensure compatibility with systems.• Documented findings from vulnerability assessments activities including recommendation for remediation efforts.• Analyzed data from security testing tools to identify potential vulnerabilities in systems and applications.• Designed and led team exercises, overseeing remediation efforts and penetration test scheduling• Provide support for incident responses and architectural and vulnerability review processes for new applications.

Maintained optimal performance of diversified telephony systems from Avaya to Centrex.• Implemented changes to improve efficiency of monthly server reboots.• Directed development and testing of advanced telecommunications applications.• Oversaw the ordering and extension of Telco services.• Implemented Avaya CM, System/Session Manager, Oracle and Genesys IVR platforms.• Upgraded firmware on telecommunications equipment.• Installed, configured and maintained VoIP solutions such as IP PBXs and gateways.• Performed system monitoring and performance tuning of the telecom systems.• Developed and implemented maintenance plans for existing telecom networks.• Assisted in designing, deploying and managing new telecom projects.• Resolved network connectivity issues by troubleshooting LAN and WAN connections.• Maintained records of all telecom system components including software licenses, warranties and service agreements.• Handled multiple simultaneous deployment projects against strict deadlines.• Developed and implemented telecom policies, procedures, and standards.• Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout construction.• Resolved complex network and system outages in a timely manner.• Implemented security measures to protect telecommunications networks from external threats.• Managed multiple projects simultaneously while meeting deadlines.• Disassembled equipment, inspecting and tested wiring to locate and repair problems.• Installed network interface devices and rearranged inside wiring.• Briefed customers on equipment, usage, and product specification.

● Trained, mentored, and supervised engineering team in AT&T Voice, Network, Telecom and Data systems, emphasizing installation, maintenance, and repair.● Monitored staff adherence to policies and regulations, ensuring optimal productivity and resolving conflicts diplomatically.● Led projects ensuring timely, budget-compliant completion with high-quality standards, maintaining full accountability for AT&T Network.● Conducted complex tasks including router configuration, telephony setup and LAN network optimization, providing advanced technical support.● Designed strategic plans for operational maintenance routines and implemented cost-saving initiatives, saving thousands in contractor fees.● Managed regional technical deployment and resolution for national voice and data networks, winning Circle of Excellence Award for operational excellence.