Gabriel Gill
Jacksonville,FL
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
9
9
years of professional experience
Work History
Technical Account Manager/Project Manager (Remote)
CMIT Solutions Of Erie
12.2022 - Current
- Increased client satisfaction by promptly addressing technical issues and providing tailored solutions.
- Managed multiple accounts simultaneously, maintaining high levels of organization and prioritization.
- Streamlined internal processes to improve efficiency within the Technical Account Management team.
- Reduced response time for technical inquiries with efficient communication channels and teamwork.
- Developed strong relationships with key clients, ensuring their needs were met and fostering long-term partnerships.
SR TAM (Technical Account Manager)
TruTech
10.2021 - 12.2022
- Discussed equipment needs with customers and engineers to determine system requirements.
- Developed and wrote technical documentation for products.
- Completed monthly onsite Technical Review of the Company Technology environment
- Managed a small team of two with over 30 clients
- Managed Azure AD
- Promoted from Projects (Operations) after 2 months of being employed
- Experience with RRM software
- Assisted C-Level employees/owners
- Communicated with sales and product development teammates to enhance customer experiences and achieve SLAs.
- Diagnosed and addressed problems with installed equipment.
- Offered technical and non-technical support and services to clients and staff regarding product use, operation and maintenance.
PC Technician
Independent Computer Consulting
12.2014 - 02.2022
- Updated Windows 8 to Windows 10
- Installed Microsoft Office Suite 360
- Install, troubleshoot repair and update individual PC workstations and peripherals
- Install and update virus protection software, perform system scans and remove any detected viruses, spyware and malware
- Troubleshoot and resolve PC problems including: connectivity, basic email setup, and new user training.
Tier 2 Technical Support
Adam D Technology, LLC
09.2020 - 11.2021
- Low voltage installation and troubleshooting Running cat6
- Used remote control and assistance tools expertly to support non-local customers.
- Mastered new products, developed advanced technical knowledge and applied new skills in fast-paced environment.
- Conducted Quarterly Checks on all monthly clients
- Documented and updated case notes for each customer and work order.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Conferred with staff, users and management to establish requirements for new systems or modifications.
Technology Service Technician Tier II
Duval County Public Schools
08.2016 - 05.2020
- Handle day to day tasks regarding software and hardware issues
- Service high ranking users
- Troubleshoot office applications
- Configure new user accounts
- Group together with other departments to benefit/improve their computer-based needs
- Knowledge in Active Directory, Exchange, email migrations, hybrid migrations, Office365 application troubleshooting, PowerShell scripting, and general Office365 technical support
Tier 1 Technical Support Representative
Convergys
04.2015 - 08.2016
- Perform tier I technical support duties over the phone addressing hardware, software, cable, Internet and/or telephone related issues
- Diagnosing and providing a path to resolving various technical issues
- Reporting/escalating issues through the appropriate channels
- Multitasking through multiple systems while troubleshooting with customers
- Identify ways to avoid recurrence of customer's issues by improving processes, reviewing technical articles, and recommending changes.
Call Center Representative
Convergus
10.2015 - 11.2015
- Answered inbound sales calls and updated customers regarding their online order status
- Entered and updated customer database information
- Routed calls to the correct agent
- Troubleshot and resolved customer issues courteously and professionally.
Cable Technician
Independent Computer Consulting
05.2015 - 10.2015
- Responsible for installation and maintenance of various cable systems and subsystems for various client companies
- Perform installation and maintenance of cable internet to include troubleshooting
- Utilize multi-meter to verify connectivity or troubleshoot and isolate the problem area
- Troubleshoot and resolve internet connectivity issues; checking cables and network permissions
- Terminate telephone and CAT 5e cables.
Education
Associate of Science - Cyber Security
Western Governors University
Salt Lake City, UT06.2026
Skills
- Documentation Development
- Proficient in Meraki and Unifi Networks
- MS Office Proficiency
- Active Directory
- TCP/IP
- Microsoft Windows
- DHCP/DNS Ethernet and Firewall Proficient
- VPN
- LAN
- WAN
- Microsoft Windows Server
- Troubleshooting
- Cabling (Cat5e-Cat6)
- SCCM
- Network Security, Firewalls and VPNs
- Security Policies and Implementation Issues
Timeline
Technical Account Manager/Project Manager (Remote)
CMIT Solutions Of Erie
12.2022 - Current
SR TAM (Technical Account Manager)
TruTech
10.2021 - 12.2022
Tier 2 Technical Support
Adam D Technology, LLC
09.2020 - 11.2021
Technology Service Technician Tier II
Duval County Public Schools
08.2016 - 05.2020
Call Center Representative
Convergus
10.2015 - 11.2015
Cable Technician
Independent Computer Consulting
05.2015 - 10.2015
Tier 1 Technical Support Representative
Convergys
04.2015 - 08.2016
PC Technician
Independent Computer Consulting
12.2014 - 02.2022
Associate of Science - Cyber Security
Western Governors University
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