Bernard Santos
Technical Account Manager
Las Vegas,NV
Summary
A Technical Account Manager with more than 10 years of hands-on experience in software development and web technologies to support enterprise accounts. Develops and promotes value realization that translates into closed new business, renewal and upsell opportunities. Proven record of successfully proposing technical solutions by presenting complex concepts in easy to understand terms and building strong, long-lasting relationships with senior executives and project level resources. 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
13
13
years of professional experience
5
5
Certification
Work History
Technical Account Manager
CUProdigy
11.2021 - 04.2024
- Managed 8 accounts simultaneously, maintaining high levels of organization and prioritization.
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
- Increased client satisfaction by promptly addressing technical issues and providing tailored solutions.
- Led cross-functional teams to deliver customized solutions that exceeded client expectations.
- Resolved technical issues within allotted turnaround time and prevent SLA penalties.
- Created Knowledge-based articles to streamline troubleshooting processes within the organization.
Project Manager
All Covered, Konica Minolta
04.2021 - 10.2021
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Do onsite inspection and map out network systems and software system.
- Create knowledge base articles on procedures for service desk used by level 1 engineers.
- Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.
- Provide training for clients on future mode of operation hardware and software.
Account Delivery Manager
Hewlett-Packard
03.2011 - 03.2017
- E2E responsible for services delivered from Best Shore® ITO in terms of Cost and Customer Satisfaction
- Ensure Cross Centre consistency
- Audit and Certification
- Ensure Profitability of Accounts being managed
- Ensure customers Service Level Agreements are met and surpassed
Education
Associate of Science - Software Development
UNLV
Las Vegas, Nevada09.2023
Bachelor of Science - Information Technology
Southville International School And Colleges
Las Piñas, Philippines03.2018
Skills
- Sales Support
- ITIL Framework
- Software Development
- CRM software proficiency
- Advance knowledge in Computer Applications (MS Word, Power Point & Excel)
- Knowledge in Training and Development; Authored and Designed several training modules
- Vital knowledge in Capacity; Workforce Planning and Management
- Technical knowledge of computers and basic software
- Documentation
Accomplishments
- Successful work migration to Best Shore Manila of Downer Australia support with an estimated total contract value of 1.2 Billion dollars.
- Transformation of Downer Australia IT infrastructure from legacy system to future mode of operation in a span of 1 year.
- Penalty reductions from $100K monthly to none upon go live of the Managed Operating Environment.
- Successfully turned around performance of bottom quartile agents to top performing agents in a span of 1 month and consistently exceeded goal.
- Reduced attrition from 10% monthly to 1% per quarter through intrinsic motivation and succession planning.
Certification
- Finance 101 – Hewlett-Packard
- Project Management – Hewlett-Packard
- ITIL Foundations v3 – Hewlett-Packard
- ISO 20K / 27001 Boot Camp – Hewlett Packard
- Everyday Lean Sigma – Hewlett Packard
- Service Security Fundamentals –Hewlett Packard
- Enterprise Service Information Security Management System (ISMS) – Hewlett Packard
- Global Trade Export Awareness – Hewlett Packard
- Six Sigma – 24/7 Customer Philippines,September 2009
Languages
English
Full Professional
Tagalog
Native or Bilingual
Timeline
Technical Account Manager
CUProdigy
11.2021 - 04.2024
Project Manager
All Covered, Konica Minolta
04.2021 - 10.2021
Account Delivery Manager
Hewlett-Packard
03.2011 - 03.2017
Associate of Science - Software Development
UNLV
Bachelor of Science - Information Technology
Southville International School And Colleges
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