Joshua Catello
Selkirk,NY
Summary
Results-driven Professional Services Consultant known for productivity and efficiency in task completion. Possess specialized skills in strategic planning, client relationship management, and project execution. Excel in communication, problem-solving, and adaptability to meet diverse client needs and deliver impactful solutions.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Professional Services Consultant
Datto a Kaseya Company
East Greenbush, USA
02.2024 - Current
- Worked with clients on multiple hour-long projects to assist them in setup and best practices.
- Enabled integrations for Autotask and ConnectBooster, such as QuickBooks and RMM Tools.
- Assisted MSPs and Internal Help Desk clients to configure their systems
- Collaborated with Project Management to schedule projects.
- Developed E-learnings for clients to independently complete setups.
- Conducting three to four two-hour long calls daily, aiming for 30 hours of onboarding calls weekly.
Customer Success Engineer
Datto a Kaseya Company
East Greenbush, USA
03.2023 - 02.2024
- Collaborated with designated pods of Account Managers and their clients to provide exceptional customer support and drive customer success
- Demonstrated specialized product knowledge in Autotask, effectively addressing client inquires and concerns during scheduled calls
- Built and nurtured strong client relationships, fostering trust in expertise and judgement
- Provided expert recommendations on best business practices and identified potential service opportunities, such as implementation time or Autotask Bootcamps
- Met Quarterly Non Recurring Revenue goals.
- Met customer needs consistently, identifying system requirements, planning product configurations, and delivering expert technical presentations.
Technical Support Level 1
Datto
East Greenbush, USA
05.2021 - 03.2023
- Worked escalated tickets and Blue Diamond Support (High valued clientele).
- Assisted in training new hires.
- Worked escalated ticket and got them ready for development.
- Achieved 150-200 ticket closures per month.
- Worked ticket queues, phone calls and chats.
- Identified and resolved issues using software and hardware.
- Guided calls using excellent communication skills and decisive approach.
Product Flow, Geek Squad
BestBuy
Albany, USA
02.2019 - 06.2021
- Customer service.
- Troubleshooting technology.
- Assisted clients when looking to purchase new computers.
- Assisted in installing and teaching Microsoft Suite.
- Order Management.
Education
Associates Degree - Digital Media
Hudson Valley Community College
Troy, NY01.2019
Skills
- Customer Service
- Technical training
- Multitasking
- Client onboarding
- Training and development
- Effective communication
- CRM software proficiency
- Project management
- Customer success
- Business process improvement
- Client relationship building
Certification
- Google Cybersecurity Professional Certificate - Coursera
References
References available upon request.
Timeline
Professional Services Consultant
Datto a Kaseya Company
02.2024 - Current
Customer Success Engineer
Datto a Kaseya Company
03.2023 - 02.2024
Technical Support Level 1
Datto
05.2021 - 03.2023
Product Flow, Geek Squad
BestBuy
02.2019 - 06.2021
Associates Degree - Digital Media
Hudson Valley Community College
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