HELEN AGBAGWU
Summary
A skilled IT professional with over 10 years of experience in customer-facing and leadership roles, providing strategic guidance to Fortune 500 accounts for expedited realization of business value in the cloud space. Proficient in account, product, and program management, with a strong focus on customer satisfaction, adoption, and deployment programs. Experienced in change management, service delivery, project management, escalation, and technical support management. Key focus on aligning with business objectives to drive success and deliver exceptional results to clients. Actively collaborates with client management for long-term planning and strategy, enhancing productivity and stability. Implements innovative problem-solving techniques to excel in complex, fast-paced technology organizations. Demonstrated ability to drive programs and achieve business and IT goals. Well-versed in Agile methodologies, ensuring the timely delivery of stakeholder requirements. Proactive, action-oriented, and adept at resolving customer issues. Thrives in high-productivity, time-sensitive environments, working independently with meticulous attention to detail.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Technical Account Manager
Citrix
12.2019 - Current
- Collaborates with Sales, Engineering, and Product Management teams to ensure prompt and successful delivery of products and services
- Conducts regular business reviews with customers to evaluate their satisfaction levels and identify opportunities for expansion
- Cultivates and nurtures strong relationships with key customer stakeholders to gain insights into their business objectives and requirements
- Mitigates risks in customer environments through proactive services and problem resolution, aiming to maximize the value of Citrix products and enhance customer skills
- Demonstrates effective engagement skills and excels in both written and verbal communication
- Implements moderate to significant improvements in processes, systems, or products to enhance overall job performance
- Develops a strategic plan aligned with customer priorities, guiding the support team's approach to deliver value to the customer
- Manages customer escalations and collaborates with internal teams to ensure timely and satisfactory resolution of issues.
Security FastTrack Manager
Microsoft
09.2018 - 12.2019
- Provided expert guidance to customers on the implementation and configuration process of Intune, encompassing software distribution, mobile management policies, software updates, reporting, and alert management for updates, configurations, and security situations
- Orchestrated the deployment of policies and applications, managed device enrollment for mobile devices and PCs, designed implementation plans, and ensured successful production rollout on devices
- Assisted premier customers in smoothly transitioning from the Intune Classic portal to the Azure Interface
- Demonstrated a proactive approach to driving issue resolution on behalf of customers
- Critical Incident/Escalation Manager Lead
Microsoft
12.2015 - 09.2018
- Oversaw and managed Critical Situation incidents for Microsoft's highest priority Premier Customers and Partners, ensuring adherence to the Critical Situation process and addressing any escalation needs
- Monitored and addressed the escalation needs of high-priority customers facing critical and high-visibility issues that impacted Microsoft's strategic Premier customers and Partners
- Acted as a liaison between Microsoft premier customers and Microsoft Support/Escalation engineers, ensuring customers were kept informed of updates throughout the resolution process of high severity issues
- Provided mentoring support to Premier and CSS Delivery teams on the CritSit process as needed, ensuring successful execution.
Customer Success/Service Delivery Manager
Worldwide Flight Services
11.2014 - 12.2015
- Oversaw technical work and customer service activities of 15-person delivery team
- Developed and maintained training courses, including materials and computer forms, and facilitated hands-on training for new employees
- Consistently met delivery targets and utilized expertise in scheduling and problem-solving to ensure efficient delivery operations
- Prepared import and export documentation/manifests, adhering to air carrier and Department of Transportation (DOT) regulations
- Integrated logistics with business systems and processes, such as customer sales, order management, and accounting
- Supervised a 15-person delivery team, overseeing technical work and customer service activities.
Education
BSc - Computer Science
Imo State University
Associate of Applied Science (AAS) - IT Server Administration
Asher College
Skills
- Decision making
- Time management
- Incident Management
- Team leadership
- Relationship management
- Account management
- Project management
- Tableau - PowerBI
- Operation management
- Salesforce
- Critical Thinking
- ServiceNow
- Technical Skills
- Reporting Services, Salesforce, Service Now, Tableau, Trello, Jira, Microsoft Intune MDM, MAM, Azure Active Directory, Office 365, Microsoft Dynamics 365, Gainsight, Podio
Certification
Scrum Master Accredited Certification,
Installing and Configuration Windows 10,
Scrum Master Accredited Certification,
Certified Scaled Agile Framework (SAFe)
Micro-Certification - Welcome to ServiceNow
Timeline
Senior Technical Account Manager
Citrix
12.2019 - Current
Security FastTrack Manager
Microsoft
09.2018 - 12.2019
Microsoft
12.2015 - 09.2018
Customer Success/Service Delivery Manager
Worldwide Flight Services
11.2014 - 12.2015
BSc - Computer Science
Imo State University
Associate of Applied Science (AAS) - IT Server Administration
Asher College