Joseph Mansur
Sandy Springs,GA
Summary
Enthusiastic Technical Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive technical expertise as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Overview
1
1
Certification
20
20
years of professional experience
Work History
Technical Account Manager
Eclipse Networks
03.2026 - Current
- Strengthened partner relationships to secure customer satisfaction and retention.
- Formulated and executed personalized product solutions aligned with partner requirements and goals.
- Engaged with cross-functional teams to resolve technical problems and optimize service delivery.
- Reviewed customer feedback to determine key areas for advancement in service offerings.
- Led onboarding processes for new clients, facilitating seamless integration of services.
- Developed and executed solutions to customer needs and drivers through hands-on engagement.
- Implemented process improvements that enhanced operational efficiency and reduced response times.
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
- Managed multiple accounts simultaneously, maintaining high levels of organization and prioritization.
- Led cross-functional teams to deliver customized solutions that exceeded client expectations.
- Increased client satisfaction by promptly addressing technical issues and providing tailored solutions.
- Conducted regular account reviews to proactively identify areas of improvement and implement necessary changes.
Lead Technical Account Manager
Musa Technology Partners
10.2024 - 02.2026
- Responsible for creating the Technical Account Management department.
- Created a team that was responsible for providing technical advice to client on how to best utilize their technology to realize their dreams, wants, and desires.
- Responsible for refining sales and solutioning processes by virtue of assisting with the creation of templates and process outlines that can be used to facilitate a faster time to solution. Which reduced scoping time from 1 month to 72 hours.
- Created the Strategic Business Review process and facilitated SBRs being delivered to Clients on a quarterly basis to support driving sales and strategic conversations.
- Hired the additional team members that were brought in to keep up with the increased demands for projects from the Client base. Increased project revenue by $600,000 per year in two years.
Sales Engineer
Onepath Systems, LLC
06.2020 - 10.2024
- Responsible for architecting client solutions upon request or discovery in a timely manner to facilitate meeting organizational sales goals.
- Provided technical advice to client on how to best utilize their technology to realize their dreams, wants, and desires.
- Refined sales and solutioning processes by virtue of assisting with the creation of templates and process outlines that can be used to facilitate a faster time to solution.
- Conducted technical and strategic reviews of client environments and technical road mapping for meeting future client goals.
- Was instrumental in the standup of the Inside Sales Team and creating processes used by new employees joining the team in order to increase efficiency and productivity of the team as a whole.
- Trained an additional employee to increase the capability of the ISE team to meet the higher than anticipated demand for services from our Inside Accounts.
HelpDesk Technician Level II
HelpDesk Technician Level II
04.2019 - 06.2020
- Diagnosed and resolved complex technical issues for end-users, enhancing overall system performance.
- Provided advanced support for hardware, software, and network troubleshooting to ensure operational continuity.
- Implemented process improvements that streamlined ticket resolution workflows, increasing efficiency in service delivery.
- Mentored junior technicians on best practices in customer service and technical support methodologies.
- Collaborated with cross-functional teams to develop training materials for new technologies and systems integration.
- Analyzed user feedback to identify recurring issues, driving proactive solutions and reducing future incidents.
- Established knowledge base articles to enhance team resources and improve information accessibility for staff.
- Led initiatives to upgrade system security measures, ensuring compliance with industry standards and best practices.
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.
Lead Scanner Technician
Analogic Corporation
01.2018 - 04.2019
- Responsible for installation, repair, and maintenance of Linux-based CT Scanners for checkpoint security scanners for baggage.
- Trained people from TSA and various foreign agencies and troubleshooting during go-live after installation.
- Tested existing policies and procedures, finding ways to improve efficiency and minimize ramp up time.
- Sourced solutions to problems without the assistance of an escalation point, or management team, as I often operated in a different time zone.
- Supervised daily scanning activities at installation sites, maintaining optimal performance levels.
- Conducted regular equipment maintenance checks to minimize downtime and ensure reliability.
- Analyzed scanning data to identify trends and inform strategic decisions.
- Evaluated existing software solutions for potential upgrades or replacements, making recommendations based on cost-benefit analysis and compatibility with current systems.
Lead Sales Consultant - Computers
Best Buy
05.2013 - 06.2014
- Led high-performing sales team, driving exceptional customer experiences and achieving sales targets.
- Developed and executed training programs, enhancing product knowledge and sales techniques among team members.
- Collaborated with cross-functional teams to optimize inventory management and enhance overall store performance.
- Implemented customer engagement initiatives, resulting in increased loyalty and repeat business within the store.
- Mentored junior consultants, fostering professional growth and improving overall team performance metrics.
- Streamlined operational processes, improving efficiency in service delivery and reducing wait times for customers.
- Spearheaded efforts to resolve customer disputes promptly, maintaining high levels of client satisfaction despite challenges encountered during transactions.
- Conducted product demonstrations and presentations for prospective clients, highlighting key features and benefits.
- Increased sales revenue by building strong relationships with clients and providing customized solutions.
- Assisted in the development of sales training programs, enhancing team knowledge of products and best practices.
Infantry/Team Leader/Squad Leader
U.S. Army
06.2006 - 03.2013
- Served 2 deployments to Iraq and 3 to Afghanistan.
- Learned to manage multiple, conflicting priorities to ensure unit success while maintaining company paperwork requirements.
- Responsible for the training and development of five infantry soldiers as well as ensuring that they were present for work, and all of their duties were completed during the day.
- Developed great leadership skills and a keen ability to provide purpose, direction, and motivation to those under me and develop them to become future leaders.
- Was responsible for maintaining the training room for the company and processing and maintaining records of all paperwork for awards, pay, and training for all soldiers in the Company. (apprx 120 soldiers)
Education
High School Diploma - Software Engineering/ Physics Major
Northeastern University
Boston, MASkills
- Enterprise AI Deployments
- M365 & Google Workspace Administration and Architecture
- Cyber Security Architecture and Administration
- Physical & Virtual Network Architecture and Administration
- Cloud Infrastructure Architecture
- Client Onboarding Roadmap Discussions and Presentations
- Teamwork and Collaboration
- Sales Support
- CRM software proficiency
- Problem-solving
- Attention to detail
- Interpersonal skills
Certification
Kaseya Certified Administrator
Timeline
Technical Account Manager
Eclipse Networks
03.2026 - Current
Lead Technical Account Manager
Musa Technology Partners
10.2024 - 02.2026
Sales Engineer
Onepath Systems, LLC
06.2020 - 10.2024
HelpDesk Technician Level II
HelpDesk Technician Level II
04.2019 - 06.2020
Lead Scanner Technician
Analogic Corporation
01.2018 - 04.2019
Lead Sales Consultant - Computers
Best Buy
05.2013 - 06.2014
Infantry/Team Leader/Squad Leader
U.S. Army
06.2006 - 03.2013
High School Diploma - Software Engineering/ Physics Major
Northeastern University
HONORS & AWARDS
Rookie of the year award, Sales leader for NE multiple times, Army Medals and Awards