Frank MacAdams Jr
Technical Account Manager
Denver,PA
Summary
Dynamic Technical Account Manager with extensive experience at IBM and Atos, excelling in customer escalation management and problem-solving. Proven track record of fostering collaboration across teams and delivering seamless product integrations. Adept at utilizing Salesforce for efficient ticketing and ensuring customer satisfaction through effective communication and tailored solutions.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Technical Account Manager
Atos Global IT Solutions And Services
Remote
08.2021 - 05.2025
- Fostered close working relationships among cross-functional teams internally promoting collaboration efforts across departments effectively.
- Maintained detailed knowledge of industry trends, competitor offerings, and emerging technologies.
- Monitored project timelines carefully ensuring delivery milestones were met consistently without compromising quality standards.
- Served as main point of contact for customers, addressing any issues or concerns in timely manner.
- Assisted clients with onboarding processes, ensuring smooth transitions and seamless integration of products or solutions.
- Advised clients on best practices related to available technology solutions relevant to their specific industries.
- Managed customer accounts and provided technical support for various products and services.
- Worked closely with internal engineering teams to relay customer requirements for customizations or enhancements.
- Conducted product demonstrations and presentations to showcase capabilities of company offerings.
Level 3 Service Specialist/Client Technical Specialist
International Business Machines
Blue Bell
01.2019 - 06.2020
- Technical expert for sales engagements
- Address customer’s needs throughout setup process
- Work with development team to troubleshoot product integration issues
Senior Technical Services Engineer
International Business Machines
Blue Bell
01.2013 - 12.2019
- Assist and train Level 2(entry position) customer support associates to ensure the customer receives the proper level of support.
- Facilitate communication between development team and customer to provide resolution to escalated customer issues.
- Engaged and proactive in identifying complex issues with expedient resolutions
- Assist leadership with various duties and projects to support customer and business needs
- Analyze support tickets to determine if development intervention is required
- Work with management on necessary process changes as it pertains business needs
Level 2 Technical Services Engineer
International Business Machines
Blue Bell
01.2012 - 12.2013
- Provided solutions to customers via Chat and Phone
- Used email communication to answer customer questions and resolved issues customers experienced.
- Work with WebEx video conferencing to troubleshoot in real time
- Prioritize issues based on the impact to the customer’s environment to ensure that issues are addressed based on severity.
Education
Bachelor of Science - Digital Media Production
The Art Institute of Philadelphia
Philadelphia, PASkills
- Product knowledge
- Customer escalation management
- Problem solving
- Customer needs assessment
- Salesforce ticketing system
- Communication skills
Websites
Certification
AWS Cloud Practitioner - July 2024
References
References available upon request.
Timeline
Technical Account Manager
Atos Global IT Solutions And Services
08.2021 - 05.2025
Level 3 Service Specialist/Client Technical Specialist
International Business Machines
01.2019 - 06.2020
Senior Technical Services Engineer
International Business Machines
01.2013 - 12.2019
Level 2 Technical Services Engineer
International Business Machines
01.2012 - 12.2013
Bachelor of Science - Digital Media Production
The Art Institute of Philadelphia
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