Jami Rueckert
Lindsborg,KS
Summary
Accomplished Technical Account Manager with a proven track record at Harris Computer, adept in IT Support and Project Management. Excelled in enhancing customer satisfaction and streamlining operations, showcasing exceptional problem-solving and interpersonal skills. Achieved significant cost savings through strategic vendor management and technical innovations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Account Manager
Harris Computer
Wichita, Kansas
01.2020 - 01.2025
- Serves as technical account manager for all premise and hardware clients, while acting as liaison between ASP client and Core IT
- Coordinated engagement activities with outside entities.
- Directed technical aspects of overall project management and addressed client concerns.
- Direct technical teams, gather necessary requirements, and ensure allocation of resources for prompt and efficient completion of multiple projects
- Suggested modifications to current information systems/services for better end-user support.
- Oversaw growth initiatives for new and existing opportunities supporting Pulse's implementation services.
- Managed ITSM project schedules, resources, costs, and issues/risks ensuring program’s objectives and deliverables meet desired levels of quality
- Built strong interaction with customers and enhanced customer satisfaction level through prompt and efficient resolution of technical issues
- Devised and implemented policies/procedures for effective identification and resolution of technical issues, while providing high quality support for installing and configuring workstations, servers, switches, wireless routers, firewalls, VMWare, Citrix, and SAN’s
- Supplemented organizational revenue as well as secured sizeable cost through hardware agreements
- Provided clients with better pricing by changing PC vendor
Technical Account Manager
Pulse Systems Inc.
Wichita, Kansas
01.2019 - 01.2020
- Serves as technical account manager for all premise and hardware clients, while acting as liaison between ASP client and Core IT
- Monitor and manage interactions with all external parties
- Deliver technical direction to team members for end-to-end management of overall projects as well as provide support for resolving strategic client concerns
- Direct technical teams, gather necessary requirements, and ensure allocation of resources for prompt and efficient completion of multiple projects
- Recommend changes to existing information systems/services to support end users effectively
- Lead strategy and business development for new and current opportunities supporting Pulse’s hardware/technical support and implementation offerings that generate revenue
- Managed ITSM project schedules, resources, costs, and issues/risks ensuring program’s objectives and deliverables meet desired levels of quality
- Built strong interaction with customers and enhanced customer satisfaction level through prompt and efficient resolution of technical issues
- Devised and implemented policies/procedures for effective identification and resolution of technical issues, while providing high quality support for installing and configuring workstations, servers, switches, wireless routers, firewalls, VMWare, Citrix, and SAN’s
- Supplemented organizational revenue as well as secured sizeable cost through hardware agreements
- Provided clients with better pricing by changing PC vendor
IT Service Manager
Pulse Systems Inc
Wichita, KS
01.2017 - 01.2019
- Managed design and delivery of services through strategic planning and analysis, technical troubleshooting, documentation, IT best practices utilization, policy building, and effective reporting
- Spearheaded technical teams and formulated robust strategies for end-to-end management of IT service projects, operations, and maintenance
- Guided technical team with proper utilization of IT best practices for resolving various issues
- Leads analysis and review of business strategies for IT services
- Maintained enhanced productivity by delivering technical guidance aimed at augmenting team performance
- Ensured responsive help desk operations as well as managed incident management, triage, and resolution of issues
- Enhanced end user support and satisfaction by restructuring existing processes
- Delivered strategic direction to team members in diagnosing and troubleshooting customer issues regarding desktop, infrastructure, and network
- Supplemented overall productivity of the organization by improving inefficient workflows/processes through several initiatives
- Delivered impeccable support services in compliance with organizational policies and procedures, while meeting Service Level Agreements (SLAs)
- Developed budgets and formulated effective risk mitigation plans to ensure smooth progress of projects/programs
- Oversaw financial performance and devised plans to reduce organizational cost
IT Service Desk Engineer– Team Lead
Pulse Systems Inc.
Wichita, KS
01.2015 - 01.2017
- Led overall software and hardware deployment projects from inception to completion
- Developed IT policies and procedures to optimize workflows and overall performance
- Manage site inventory, while securing organizational cost through gainful contract negotiations with vendors
- Delivered desktop and network support to local office and remote users
- Setup vendor management that provided cost savings to both company and clients
- Liaised with cross-functional teams to analyze/meet technical requirements of various departments by ordering necessary equipment within budgetary constraints
- Provided technical assistance in deploying and managing Cisco IP phones, while diagnosing and troubleshooting desktop and network issues in a prompt and efficient manner
- Evaluated software or hardware to recommend improvements or upgrades.
- Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
- Conducted root cause analysis of recurring incidents in order to reduce future downtime events.
- Demonstrated advanced product knowledge to solve customer issues.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Maintained positive working relationship with fellow staff and management.
- Participated in IT project planning meetings with internal stakeholders to define requirements and deliverables.
- Installed upgrades to ensure that all systems were running the latest version of software and hardware.
Education
MS - Computer Networking
Fort Hays State University
Hays, Kansas01.2011
BA - Computer Information Systems
Kansas Wesleyan University
Salina, Kansas01.2010
Skills
- IT Support
- System Engineering
- Project Management
- Strategic Planning
- Analysis
- IT Budgeting
- Cost Control
- Technical Troubleshooting
- Risk Management
- Quality Assurance
- Vendor Management
- Performance Tuning
- System Optimization
- Cross-Team Collaboration
- Windows 10
- Windows 11
- Windows Server 2016 and higher
- HTML
- SQL
- DB Maintenance
- Program management expertise
- Customer satisfaction tracking
- Determine system requirements
- Lifecycle management
- Professionalism
- Technical consultation
- Requirements management
- Task prioritization
- Relationship building
- Multitasking Abilities
- Problem-solving
- Teamwork
- Attention to detail
- Time management
- Reliability
- Documentation
- Interpersonal skills
- Self motivation
Certification
- Cisco CCNA, Expected 2020
- Cisco CCNP, Expected 2020
- Cisco UCCX, Expected 2020
- Cisco Sales Expert Certified, Expected 2020
- ITIL Foundation Certification, Expected 2020
Timeline
Technical Account Manager
Harris Computer
01.2020 - 01.2025
Technical Account Manager
Pulse Systems Inc.
01.2019 - 01.2020
IT Service Manager
Pulse Systems Inc
01.2017 - 01.2019
IT Service Desk Engineer– Team Lead
Pulse Systems Inc.
01.2015 - 01.2017
MS - Computer Networking
Fort Hays State University
BA - Computer Information Systems
Kansas Wesleyan University