As a Senior Technical Account Manager at NICE, I manage relationships with key CXone customers, ensuring their long-term success and satisfaction. My role involves resolving complex technical challenges, expanding product usage, and driving value for some of our largest accounts. With over 8 years of experience in software and telecommunications, I collaborate with cross-functional teams to deliver tailored solutions that meet customer needs, mentor other TAMs, and provide strategic insights to product teams. I specialize in customer advocacy, technical problem solving, and delivering high-impact results in fast-paced environments.

Point of contact for assigned accounts and engage resources internally and with partner companies to resolve customers’ issues and requests.• Develop and maintain relationships with contacts at assigned accounts to become their trusted partner and advisor, hold regular meetings to review open issues and risks, understand their business, share best practices, assist in meeting their business objectives and provide solutions with our products.• Work with internal teams and peers to ensure that cases/requests are being handled properly and in a timely manner.• Provide Quarterly Reviews of each account to ensure that we are addressing all needs and are on track of any open or upcoming projects.• Subject Matter Expert in all ACD/IVR/Connectivity/WFM and QM products we offer, assisting peers and their customers with questions and requests. In the progress of becoming a Digital Subject Matter Expert.• KCS Coach – Coaching 5+ peers to become licensed in creating Knowledge articles to ensure that they are following the standards for Knowledge on the platform.• Point of contact for assigned accounts and engage resources internally and with partner companies to resolve customers’ issues and requests. • Develop and maintain relationships with contacts at assigned accounts to become their trusted partner and advisor, hold regular meetings to review open issues and risks, understand their business, share best practices, assist in meeting their business objectives and provide solutions with our products. • Work with internal teams and peers to ensure that cases/requests are being handled properly and in a timely manner. • Provide Quarterly Reviews of each account to ensure that we are addressing all needs and are on track of any open or upcoming projects. • Subject Matter Expert in all ACD/IVR/Connectivity/WFM and QM products we offer, assisting peers and their customers with questions and requests. In the progress of becoming a Digital Subject Matter Expert. •

• Provide exceptional customer service while managing and designing websites, hosting websites and providing server hosting and web support, as well as residential and commercial computer and network support• Responsible for managing the entire scope of the project - delivering on time, under budget and exceeding all expectations• Successfully meet with clients to discuss the project and gather requirements• Brainstorm the technical and workflow solutions with clients• Effectively manage the development throughout the project and during the maintenance phase after the project is completed• Responsible for prototyping and development of the web-based application which exceeds the client’s expectations• Deliver proposals and documentation to clients• Define development tasks and provide time estimates to aid in scheduling• Monitor progress against task estimates to provide status and to ensure the project is on track for the expected completion date• Generate sales and train technical advisors for server assistance

• Provide expert guidance, direction and leadership in regards to a company’s selection and use of technologies. • Lead the organization’s IT function by determining long-term needs and pursuing purchases and contracts that will aid in accomplishing business objectives. • Responsible for budgeting and strategic planning.• Support, design, maintain and monitor all internal networks and firewall. • Support Polycom video conferencing system, VoIP telephone system, wireless projectors and network printers. • Implement and manage all systems, applications, security and network configurations. • Resolve network performance issues and establish a disaster recovery plan.• Recommend upgrades, patches and new applications and equipment.• Install, test, monitor, upgrade, troubleshoot and repair computer systems, networks and peripherals.

• Currently responsible for the overall management of all Information technology Operations• Provide day-to-day oversight of IT infrastructure, VOIP phone system, network security and outsourced vendor relationships for a global manufacturing corporation• Responsible for the overall maintenance of High End servers, including MS Windows servers, SQL servers and Linux servers, VMware and applications• Work closely with management team to identify strategic IT initiatives and facilitate the adoption of technology-based solutions• Recommend IT solutions that solve unique challenges and streamline internal IT processes• Direct the integration and consolidation of newly acquired companies’ IT infrastructures within existing corporate IT environment with minimal downtime• Lead the efforts to define, analyze and implement technical and functional improvements• Manage the process of establishing the scope of projects, business and technology analysis, development and testing requirements throughout the system development lifecycle• Produce business-focused architecture and solution design with technologies, including virtualization/cloud computing, web servers, web infrastructure and applications, storage, content management, networking and security• Monitor and drive accountability for all IT projects and services including delivery, performance and functionality• Develop technical solutions by assembling staff, vendor and service resources to evaluate, design, test, install and maintain hardware, applications and software• Manage the requirements gathering processes to support the development of new and enhanced features and functions• Serve as a liaison between business management, IT teams, consulting and development teams• Provide high-level recommendations on upcoming technology needs and priorities• Maintain accurate and timely data on current and past technology operations • Facilitate technological purchases while sustaining annual IT budget

• Provided day-to-day oversight of IT infrastructure, VOIP phone system, network security and outsourced vendor relationships for a manufacturing and distribution facility• Provided support for Windows Servers, Linux, VIP, Citrix, EDI and Web Methods to ensure optimal efficiency• Served as a liaison between business management, IT teams, consulting and development teams• Played a key role in developing information security and disaster recovery plans• Worked closely with senior management on IT strategies to provide a premium level of service to our customers• Worked with business teams to understand and translate business requirements to functional requirements• Coordinated the translation of requirements and needs into the forms, code changes, data structures, approvals and tasks• Implemented, monitored, and enforced IT-related procedures, processes and practices• Managed and trained IT team members in system support and integration tasks• Communicated the status of key activities, risks and issues to IT teams and project stakeholders

• Led a team of technical support engineers for remote systems support, performance monitoring and security troubleshooting within a managed support services organization.• Responsible for hands-on server administration, hardware acquisition, installation, capacity planning and troubleshooting network related issues in a 24x7 support environment.• Recruited, trained and managed operation support team members. Monitored projects from initiation through services go-live and effectively managed the overall project related issues.• Maintained systems high availability and performance monitoring with ITIL best practices.• Performed IT administration functions and managed the site wide network security, Active Directory, Exchange email servers and the Cisco VoIP phone system.• Managed internal help desk support team and implemented new web support portal to streamline the IT support process. Developed internal IT assets tracking database, IT operation guidelines, disaster recovery plan.

Provided general internet sales and supportAssisted support services for more than 40 nation-wide providers Provided customer service and technical support for Direct TV