Summary
Overview
Work History
Education
Skills
Websites
Certification
Locations
Timeline
Generic

Jeff Kleopfer

Bixby

Summary

Senior Technical Account Manager at IBM Cloud specializing in customer success and account management. Achieved 98% client renewal rate through data analysis and proactive engagement. Expertise in multi-cloud solutions and strategic planning, driving growth and operational efficiency. Recognized for strong communication and problem-solving skills, enhancing collaboration with clients and teams.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Senior Technical Account Manager

IBM CLOUD
Dallas
01.2017 - 10.2024
  • Served as the primary liaison for technical inquiries and escalations between external and IBM enterprise clients.
  • Design, plan, and execute network and security POC projects, client migrations, and technology implementations to enhance and expand the customer environment.
  • Collaborated with internal teams to identity and remove technical and operational blockers and drive proactive customer success plans with an emphasis on customer health.
  • Assisted system administrators and the Design team’s clients to plan and implement technical changes that ensure customers overcome stop gaps and achieve a steady state.
  • Analyzed vast amount of client consumption and support data sets to resolve information gaps and build proactive trend workflows.
  • Oversee service request metric meetings and report to senior management on key department analytics to improve TAM scope and product deliveries.
  • Train new hires on the essentials of networking in conjunction with the IBM Cloud infrastructure.
  • Manage documentation for emerging technology offerings on Cloud and other internal department processes.
  • Developed and implemented strategies that significantly reduced reactive account issues by shifting focus towards proactive measures, achieving a 50% improvement in tracking IBM resources, leading to faster client adoption of cloud solutions.
  • Initiated growth conversations with stakeholders that resulted in increased Monthly Recurring Revenue (MRR), and expanded footprint deployments.
  • Enhanced adoption of IBM Cloud technology, achieving a 98% retention/renewal rate and increasing Net Promoter Score (NPS) by 25%.
  • Spearheaded the renewal of client business contracts, including premium support services, resulting in a significant increase in Monthly Recurring Revenue (MRR).
  • Enhanced account health across IBM teams by implementing structured success plans, leading to improved tracking of client satisfaction and loyalty.
  • Achieved up to 25% growth in MRR by fostering a culture of continuous improvement and client-centric strategies.
  • Leveraged technical expertise to address and resolve complex migration challenges, ensuring minimal disruption to client operations, delivering a robust and scalable private cloud solution, and enhancing the client’s data security and operational efficiency.

Systems Analyst

ACRE CAPITAL
Plano
03.2016 - 01.2017
  • Researched and advised upper management on IT systems to help the organization optimize business continuity.
  • Managed the Active Directory Domain System, ensuring seamless integration and monitoring of Group Policy Infrastructure Development to maintain a secure and efficient network environment.
  • Devised innovative solutions to enhance the functionality of existing user computer systems and applications, improving overall user experience and productivity.
  • Designed and developed new systems by selecting and configuring appropriate user hardware and software, tailored to meet organizational needs and objectives.
  • Oversaw the installation and configuration of new systems, customizing them to align with organizational requirements and ensuring optimal performance.
  • Conducted comprehensive testing to ensure that new and existing systems functioned as expected, identifying and resolving any issues to maintain system reliability and efficiency.
  • Windows 10 Upgrade: Improved working tools and eliminated EOS license fees for Windows 7, resulting in substantial savings.
  • Data Migration to Azure Cloud: Saved labor and business costs of managing data and helped leadership plan and implement timelines.
  • IT Asset/hardware management, reconciliation, and formation of equipment disposal program: Efforts allowed the business to get a federal tax credit.
  • Avaya VOIP Systems Upgrade: Configured new interface on business phone, and phone call drops, resulting in better communication.
  • Sarbanes-Oxley IT Audit: Partnered with CIO/Director to gather process for internal and external audit before the client was acquired by Barings Capital.

IT Services Analyst and Business Operations Support and L1/L2 Network Administration

FLEET PRIDE
Irving
12.2014 - 01.2016
  • Provided fast, concise, and complete resolutions to user problems/issues, with a focus on internal customer experience (95 % or higher every month).
  • Utilized listening and critical skills in a multi-task environment, troubleshooting issues from phone calls, drop-ins, or service record requests.
  • Identifying, diagnosing, and resolving WAN, LAN problems.
  • Configured Cisco switches.
  • Provided on-call support (Solar Winds) for primary and backup site connections.
  • Directed battery backup installations, scheduled branch network infrastructure maintenance and cabling drops.
  • Assisted with upgrading and setting up Wireless Air Cards (Verizon and AT&T), and follow ups correcting Netgate firmware issues.
  • Diagnosed and reconciled computer hardware, software problems, performed regular maintenance of company equipment including swapping physical components, restoring applications, updating diagnostic programs, and pushing OS patches.
  • Mobile support and set up for IOS and Android devices.
  • Controlled override access to system application screens and user scopes (G/L, branch operations).
  • Created Windows and AS400 out queues (IP subnet), performed printer (Xerox, Intermec, and Zebra) hardware diagnosis, modified GPO servers, asset tracking, and monitored business service agreements.
  • Managed Active Directory accounts, security access, permissions, and synced Windows Servers.
  • Created process and procedure solutions and documented numerous job tasks in SDP helping improve worker efficiency.
  • Managed technology related projects in line with business requirements as directed by upper management: Wrote BDSs and workflow diagrams best practices which created a baseline for future Testing and QA automation projects.

Pricing Analyst, Supply Chain Metrics

Fleetpride
Irving
01.2014 - 01.2015
  • Closely monitors and diagnoses consumer data to drive pricing changes, recommends and implements segmentation and pricing tactics that optimize profits.
  • Utilized SQL for database mining, manipulation, and analysis of large data set of supply chain.
  • Help create queries to help improve efficiencies within the department to better track and control workflow.
  • Deployed, tested, and managed pricing rules through the business rules engine and provide management with market and/or trend information, needed to make strategic decisions and develop consumer and pricing insights from sophisticated data-driven analysis that result in specific action plans.
  • Collaborated with leadership, branches, and local sales management to confirm and Input new price structure to changes in CRM.
  • Helps forge development and evolution of regression statistical models establishing objectives, key metrics, and test plans while facilitating cross-functional ad hoc research requests.
  • Utilized Advanced Excel, with Macro Capabilities to help perform prediction analysis, profitability index, GP %’s, Margins, and Weighted Cost of Core Products.

Process/Operations Analyst

Lender Processing Services
Irving
08.2012 - 01.2014
  • Handled foreclosure and recording system data collection, analysis, interpretation, manipulation and presentation to management and other team members gathered via a wide range of available means and methods from users and business clients associated with all documentation and procedures.
  • Identified impractical workflow, then Redesigned process improvements credited with eliminating role confusion within and out of department, which increased job satisfaction, role accountability, controlled costs, reduced operating errors and decreased lag between individual tasks and overall production times by 20%.
  • Monitored department logistics charges, documentation expenses, and other miscellaneous payables generated during monthly foreclosure posting, and property auction against Client SOW’s.
  • Researched & analyzed system interface problems (root cause), this helped isolate system technical issues faster, made recommendations that help decrease compromised or unreliable data used in reporting.
  • Prioritized internal and external department resources to align with core business operation needs and company strategies.
  • Mitigated QA problems, resolved Client Accounting Irregularities.
  • Credited with helping structure, Influence and develop compliance procedures, operation reports that executed system queries (advanced Excel formulas, Access) in production tasks and aligned client performance baselines with risk management policies.

Settlement Auditor / REO Closer

CAPITAL ONE FINANCIAL
Plano
03.2011 - 08.2012
  • Instituted comparison and trend workflow analysis to predict and forecast future production and resources.
  • Utilized and Upgraded Loan AS400, MSP, LPS, and SAP Accounting programs to track holding and preservation costs of assets.
  • Extracted system data, created and interpreted daily and weekly analysis reports, then provided recommendations for effective inventory tracking in CRM.
  • Eliminated untimely, inefficient SOP’s, while improving Communication and Data Quality between third party Investors and financial syndicates.
  • Created and Organized P&Ls, then help map procedures and interpret mortgage coding for automation with Business Systems and Accounting teams.
  • Proactively built later automated vendor scorecard with preset formula, which saved two business days at end of each month and eliminated overtime consumption by 4 hours per week.
  • Provided real-time data analysis- tracking reports that improved inventory management/control.
  • Multiple award winner in Monthly Home Loan Servicing Department for high production/conversion results and demonstration of leadership characteristics.

Accounting Assistant/Business Operations Specialist

FANNIE MAE (FNMA)
Dallas
09.2009 - 02.2011
  • Audited system records and compared invoice documentation backup according to SOW, and regulatory guidelines.
  • Either Approved, Curtailed, Delayed, or Denied claim based on completeness of client submitted information.
  • Showed initiative helping resolve accounting issues with claim backlog.
  • Organized document storage, reconciled foreclosure claims charges, processed payments and compiled segments of monthly closings and annual reports for contacted servicing/financial departments.
  • Streamlined workflow activities, by using advanced Excel Formulas (What-if Analysis, Data Valuation) to report and forecast track production, expedited the review process, and saving human labor 10%.
  • Assisted Legal Department interpreting charges, timeline data, financial & federal guidelines and foreclosure statues.
  • Recommended actions meeting compliance & business needs, then help relay all procedural changes with payment teams.
  • Supported OM and BA improving baseline benchmarks and parameters, allowing better ERP forecasts, distribution of government and private claims lists, and increased inventory management controls.
  • Decreased waiting of vendor submittals by 5-10 days, which effectively eliminated violations of outstanding claims ($10,000 penalty assessed to for logs> 40 days).

Education

Bachelor of Science (B.S.) - Business Administration

UNIVERSITY OF CENTRAL OKLAHOMA
Edmond, OK

Skills

  • Customer Success and Service Delivery
  • Team Development
  • Technical & Escalation Support
  • Process Improvements
  • Customer Relationship Management
  • Root Cause Analysis
  • Project Management
  • Multi-Cloud Proficient
  • Emerging Technologies-
  • Data input and reporting
  • Trend analysis
  • Key Performance Indicators
  • Customer Retention
  • Onboarding
  • Resource Allocation
  • Client Advocacy
  • Stakeholder Engagement
  • Account Management
  • Growth Strategies
  • Strategic Development
  • Cost Controls
  • Sales Operations
  • Technology Adoption
  • Design and Solutioning
  • DB2
  • Kubernetes
  • PCI & Security Assessments
  • AI and ML
  • Upselling
  • Service Now
  • Salesforce
  • Application Support
  • Azure
  • Google
  • AWS cloud
  • Programming basics

Certification

  • Network Admin/IT Support (CCNA, A+, Network +, Windows, Security+)
  • CCI Training Center
  • IBM Cloud Client Advocate
  • IBM FS Cloud
  • AWS Practitioner
  • MS Azure Foundations
  • Google Cloud Digital Leadership
  • Base Programmer Specialist
  • Texas Real Estate
  • Six Sigma Green Belt

Locations

  • IBM CLOUD, Dallas, TX
  • ACRE CAPITAL, Plano, TX
  • FLEET PRIDE, Irving, TX
  • CAPITAL ONE FINANCIAL, Plano, TX
  • FANNIE MAE (FNMA), Dallas, TX
  • UNIVERSITY OF CENTRAL OKLAHOMA, Edmond, OK

Timeline

Senior Technical Account Manager

IBM CLOUD
01.2017 - 10.2024

Systems Analyst

ACRE CAPITAL
03.2016 - 01.2017

IT Services Analyst and Business Operations Support and L1/L2 Network Administration

FLEET PRIDE
12.2014 - 01.2016

Pricing Analyst, Supply Chain Metrics

Fleetpride
01.2014 - 01.2015

Process/Operations Analyst

Lender Processing Services
08.2012 - 01.2014

Settlement Auditor / REO Closer

CAPITAL ONE FINANCIAL
03.2011 - 08.2012

Accounting Assistant/Business Operations Specialist

FANNIE MAE (FNMA)
09.2009 - 02.2011

Bachelor of Science (B.S.) - Business Administration

UNIVERSITY OF CENTRAL OKLAHOMA

Similar Profiles

CREATE PROFILE