Summary
Overview
Work History
Education
Skills
Work Availability
Websites, Portfolios, Profiles
Work Preference
Languages
Interests
Timeline
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Jami Rueckert

Jami Rueckert

Lindsborg,USA

Summary

Dynamic and results-driven Technical Account Manager and Project Manager with extensive experience in IT support and project management, dedicated to enhancing customer satisfaction and operational efficiency. Expertise in spearheading cost-saving initiatives through strategic vendor management and innovative technical solutions, effectively aligning technical and business requirements to deliver impactful results. Proven track record in managing complex technical client relationships, troubleshooting, and software implementation, ensuring exceptional client satisfaction and loyalty. A collaborative team player with a strong foundation in technical knowledge, adaptability to evolving needs, and exceptional communication skills.

Overview

10
10
years of professional experience

Work History

Technical Account Manager

Harris Computer
01.2020 - 01.2025
  • Acted as the primary technical point of contact for premise and hardware clients, ensuring smooth operations and customer satisfaction.
  • Coordinated engagement activities with outside entities.
  • Directed technical aspects of overall project management and addressed client concerns.
  • Directed 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.
  • Boosted revenue and reduced costs by negotiating favorable hardware agreements.
  • Providing clients with better pricing by changing PC vendor.

Technical Account Manager

Pulse Systems Inc.
01.2019 - 01.2020
  • Acted as the primary technical point of contact for premise and hardware clients, ensuring smooth operations and customer satisfaction.
  • 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.
  • Directed 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.
  • Oversaw ITSM projects from conception to completion, balancing schedules, resources, and costs to meet quality standards.
  • 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.
  • Boosted revenue and reduced costs by negotiating favorable hardware agreements.
  • Providing clients with better pricing by changing PC vendor.

IT Service Manager

Pulse Systems Inc.
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.
01.2015 - 01.2017
  • Lead 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 costs through painful 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 technological trends, tools, and best practices in technical support.
  • Conducted root cause analysis of recurring incidents 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, Kansas
01.2011

BA - Computer Information Systems

Kansas Wesleyan University
Salina, Kansas
01.2010

Skills

  • Sales support
  • Software development
  • CRM software proficiency
  • Client onboarding
  • Teamwork
  • Problem-solving
  • Time management
  • Team collaboration
  • Multitasking
  • Task prioritization
  • Self motivation
  • Interpersonal skills
  • Project management

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Websites, Portfolios, Profiles

linkedin.com/in/jami-rueckert-a5a44a127/

Work Preference

Work Type

Full Time

Work Location

RemoteHybrid

Important To Me

Work-life balanceCareer advancementWork from home optionFlexible work hours

Languages

English
Professional Working

Interests

Being a mom

Dance

Softball

Cooking

Learning

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

BA - Computer Information Systems

Kansas Wesleyan University

MS - Computer Networking

Fort Hays State University

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