Greg Hegarty

• Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
• Secured key partnerships that contributed to the company''s overall growth strategy and market reach.
• Interacted well with customers to build connections and nurture relationships.
• Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
• Implemented and managed the Gainsight customer success application to enhance client engagement and satisfaction.
• Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
• Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
• Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
• Specialized in Microsoft NCE licensing for clients. Conducted comprehensive Microsoft licensing audits and managed subscription timelines, resulting in significant cost savings for customers.
• Monitored and coordinated workflows to optimize resources.
• Assisted in recruiting, hiring and training of team members.

• Key Member of the leadership team, driving business vision, direction, and fostering company culture.
• Managed and developed Account Management and Project Management teams, including hiring, training, and professional development.
• Led Professional Services team, overseeing all projects to ensure successful delivery.
• Established and implemented processes and procedures for Client Services and Professional Services teams.
• Specialized in Microsoft NCE licensing for clients. Conducted comprehensive Microsoft licensing audits and managed subscription timelines, resulting in significant cost savings for customers.
• Conducted Quarterly Business Reviews and facilitated client meetings.
• Analyzed and reported on client profitability to inform strategic decisions.
• Analyzed and reported on client profitability to inform strategic decisions.
• Reviewed client budgets to ensure alignment with financial goals.
• Developed and standardized client metric reports for consistent performance tracking.

Account Manager

• Managed a diverse portfolio of over 60 accounts, ranging from small businesses to enterprises with 800+ employees.
• Specialized in Microsoft NCE licensing for clients. Conducted comprehensive Microsoft licensing audits and managed subscription timelines, resulting in significant cost savings for customers.
• Sold a variety of services and equipment, driving revenue growth and customer satisfaction.
• Conducted quarterly business reviews, developed roadmaps, and generated detailed reports for clients.
• Oversaw contract management, including Master Services Agreements and creation and updates of Scopes of Work.
• Performed financial analysis to optimize customer accounts and ensure cost-efficiency.
• Handled daily responsibilities such as equipment and software procurement, serving as the primary escalation and customer service contact, and managing projects from initiation to completion.

Project Manager

• Coordinated and ensured the completion of project tasks, maintaining adherence to timelines and quality standards.
• Created and managed Statements of Work (SOW) and tracked financial aspects of projects to ensure budget compliance.
• Organized, scheduled, and facilitated project planning meetings to align team efforts and project goals.
• Implemented the Monday.com project management tool across the company, enhancing collaboration and workflow efficiency.
• Applied the lean last planner system to improve project planning and execution processes.

• Led and managed the Service Desk Technicians, ensuring effective and efficient service delivery.
• Analyzed customer ticket metric reports to identify trends and implement improvements.
• Scheduled and dispatched engineering resources to meet customer needs promply.
• Served as the point of contact for Tier 2 support issues and customer escalations.
• Conducted daily stand-up meetings to coordinate and support the Service Desk Team.
• Managed timesheets, PTO, and sick time for Service Desk employees.
• Conducted performance reviews and provided feedback for Serice Desk staff.
• Administered the on-call schedule to ensure 24/7 service availability.
• Led projects focused on enhancing service desk operations.
• Assisted with training and development for Service Desk staff members.
• Handled incoming calls during high-volume high-volume periods to ensure prompt response.
• Acted as the first point of contact for escalations from the Service Desk team.

• Collaborated with clients to troubleshoot and resolve a wide range of IT support issues, ensuring minimal disruption to their operations.
• Handled inbound support calls, providing prompt and effective solutions to technical problems.
• Delivered remote desktop support to diagnose and fix software and hardware issues efficiently.
• Configured desktop PCs, including operating system installations, software setup, and network connectivity.
• Managed equipment procurement, including sourcing, purchasing, and inventory tracking to ensure availability of necessary hardware and software.
• Assisted with the setup and maintenance of client networks, ensuring secure and reliable connectivity.
• Documented support activities and solutions in the ticketing system and ITglue documentation application to maintain accurate records and facilitate knowledge sharing.
• Provided end-user training on common software and hardware usage to enhance client self-sufficiency.