Joseph Lockhart
Milton,WA
Summary
Experienced Technical Account Manager and Customer Success Engineer skilled in driving customer satisfaction, resolving technical escalations, and delivering cloud-based solutions. Proficient in Microsoft ecosystems, AWS GovCloud, and enterprise migrations.
Overview
13
13
years of professional experience
Work History
Technical Account Manager
Dropsuite
10.2022 - 02.2024
- Managed technical escalations and product requests from the top 20 Managed Service Providers (MSPs), ensuring timely issue resolution and delivery of requested features
- Led the creation of AWS GovCloud-compliant backup instances to meet government data retention standards
- Collaborated with sales teams to deliver technical demonstrations, driving product adoption and customer confidence
- Provided product training on SharePoint, M365, and Google Workspace, enhancing partner knowledge
- Evaluated software for capability to meet our company standards for our products to operate at peak efficiency
Customer Success Engineer
BitTitan
08.2016 - 03.2022
- Executed 100+ Proof of Concept projects to streamline complex migrations (e.g., Google Drive to OneDrive)
- Implemented Global Administrator accounts to manage security groups
- Configured and managed Microsoft tenant security groups through Global Admin accounts
- Resolved migration challenges across various platforms, including Google workspace, M365, Lotus Notes, Groupwise, and Zimbra
- Employed test accounts for thorough migration testing, optimization, and proof of concept initiatives
- Delivered on-demand premier customer support, ensuring swift resolution of urgent issues
- Managed escalated customer development issues in collaboration with the development team
- Authored over 50 knowledge base articles, improving support efficiency and customer self-service
Operations Manager / Exchange Engineer (IRT)
Microsoft
11.2011 - 08.2016
- Provided high severity incident response to the Office 365 Dedicated, Multi-Tenant and Microsoft Corp Exchange organization
- Received PTP-High clearance and CJIS certification to manage government servers in over 20 states
- Utilized PowerShell to administer Exchange and Active Directory servers in datacenters globally
- Provided Tier 3 Exchange support for hosted environments (Exchange 2007/2010/2013), achieving high customer satisfaction
- Managed escalations and sub-cases to ensure timely and high-quality resolution of all issues
- Developed best practices that reduced incidents by 15% and accelerated deployments
- Executed post-mortem process on closure of critical issues
- Initiated and participated in triage meetings to share knowledge with other engineers and write wiki articles to resolve customer issues
- Evaluated the functionality of Exchange Enterprise Servers for issues such as indexing or database issues, as well as ensuring mail flow functioning
Support Engineer / Office 365
Microsoft
09.2010 - 11.2011
- Provided frontline support for BPOS-S and Office 365 products, including Exchange and SharePoint
- Utilized PowerShell and Exchange Management Console to resolve technical issues
- Troubleshot mobile devices (Blackberry, Android, iPhone) and assisted in research for knowledge base documentation
- Assisted other support engineers in research and resolution, documentation of resolutions, KB article submissions, and forum support for customers
Education
Biomedical Electronics Engineering -
Tacoma Community College
Tacoma, WA01.2003
Skills
- Effective Time Management
- Customer Relationship Management
- Effective Communication
- Account Management
- Team Collaboration
- Organizational Skills
- Product Presentation
- Strong technical acumen
Certificationtraining
- MCSE, Micro Learning Centers, Tukwila, WA
- A+, MCP Certified, MCSE
- Python, University of Michigan
Timeline
Technical Account Manager
Dropsuite
10.2022 - 02.2024
Customer Success Engineer
BitTitan
08.2016 - 03.2022
Operations Manager / Exchange Engineer (IRT)
Microsoft
11.2011 - 08.2016
Support Engineer / Office 365
Microsoft
09.2010 - 11.2011
Biomedical Electronics Engineering -
Tacoma Community College
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