Desmond Allen
Technical Account Manager
Aurora,CO
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. 15+ years of expertise providing technical support and driving technological innovation. Dedicated to ensuring customer satisfaction and maximizing value.
Overview
12
12
years of professional experience
Work History
Technical Account Manager
RingCentral
01.2021 - Current
- I provide high-quality support and guidance to enterprise customers who have purchased enterprise support
- I build strong relationships with key decision-makers, including C-level executives, and understand their business goals and challenges
- Manage and maintain 20+ enterprise accounts and consistently meet and exceed SLAs and quality customer satisfaction goals
- Conduct monthly technical service reviews and annual business reviews
- Identify opportunities to improve customer satisfaction and retention by recommending new solutions or communicating changes to existing services that align with their business needs
- Promptly respond to escalated UC and Contact Center issues
- Provide technical guidance and troubleshooting support to help customers resolve their issues
- Collaborate with cross-functional teams including Support, Product Management, Engineering, and Sales to improve platform functionality and customer experience.
NOC Engineer
IVCi LLC
01.2019 - 01.2020
- Instrumental as a member of the technical team, managing incidents and ensuring IVCi's services are efficiently delivered to establish the maximum quality of service
- Served as a liaison between the customer, Telco providers, and the Network team for ongoing innovative technology initiatives
- Supported Cisco Voice and video technologies as well as video conferencing software/hardware, such as gatekeepers, bridges, TMS, and CMS
- Minimized customer service impact through 24/7 NOC monitoring and process improvement initiatives
- Coordinated team of installers working on 3 different projects
- Ensured maximum efficiency and availability by upgrading and resolving hardware, software, security, and network issues.
Collaboration Administrator
Antero Resources
01.2016 - 01.2019
- Primary resource to monitor, troubleshoot, and administrate the VC/UC infrastructure, endpoints, and services
- Administrator for Cisco Webex hybrid cloud services and collaboration software/hardware, including Unity, TMS, CUCM, VCS, and bridges
- Provided technical support for MAC, Windows, iOS, and Android operating system hardware and software issues
- Performed on-site and remote configuration and troubleshooting of IP phones, video endpoints, laptop/desktop A/V presenter equipment, Cisco Codecs, Cisco MCU, Crestron Touch panels, and other peripherals
- Delivered training on the new equipment and software to more than 350 employees
- Trained and mentored the Help Desk and other employees to assist with troubleshooting customer issues
- Primary support resource for C-Level executive staff telecommunications equipment and conference rooms
- Managed telecom and collaboration infrastructure, equipment, maintenance and projects at multiple offices across the nation.
Video Network Engineer
TTEC
01.2015 - 01.2016
- Responsible for ensuring the smooth operation and availability of the Global Video Network and collaboration services, which consisted of more than 250 video endpoints distributed across 16 countries
- Facilitated Cisco video technologies and conferencing software/hardware, such as gatekeepers, bridges, TMS, and video endpoints
- Contributed to the company's migration to Zoom by creating and operating Zoom rooms
- Successfully managed a global network of over more than 250 video endpoints and conference rooms.
VNOC / Help Desk Engineer
BT Conferencing
01.2012 - 01.2015
- Provided technical support and services, including monitoring, troubleshooting and installing BT Video Conferencing services
- Efficiently managed incoming calls and resolved real-time functional issues with top-level and VIP clients
- Evaluated service performance, advised the customer on the correct use of equipment, and developed enhancement measures
- Supervised and guaranteed safe and accurate diagnosis, testing, and operation of all audiovisual, videoconferencing, display, and presentation systems.
Education
Security Administration -
Community College of the Air Force
Skills
Technical Account Management
Customer Service
Customer Relationship Management (CRM)Experience with Windows, PowerPoint, Word, macOS, Unified Communications, and troubleshooting technical issues
Effective Communication
Teamwork and Collaboration
Professionalism
Problem-Solving
Interpersonal Communication
Attention to Detail
Networking Technology
Websites
Military Veteran
United States Air Force
Timeline
Technical Account Manager
RingCentral
01.2021 - Current
NOC Engineer
IVCi LLC
01.2019 - 01.2020
Collaboration Administrator
Antero Resources
01.2016 - 01.2019
Video Network Engineer
TTEC
01.2015 - 01.2016
VNOC / Help Desk Engineer
BT Conferencing
01.2012 - 01.2015
Security Administration -
Community College of the Air Force