Khoa D. Le
Carrollton
Overview
7
7
years of professional experience
Work History
Technical Account Manager
ADT Security
Irving
09.2022 - 10.2024
- Developed customer relationships, identified customer needs and provided technical solutions.
- Assisted customers with troubleshooting issues related to product usage or performance.
- Identified areas of risk within client accounts in order to proactively address potential problems before they arise.
- Maintained up-to-date knowledge base of current technologies used by customers.
- Responded to customer inquiries and concerns to facilitate solutions.
Technical Account Manager
Brinks Home
Remote
12.2021 - 09.2022
- Provided technical advice to sales, customer success, and support teams
- Initiated new accounts and provided account management for incoming and prospective clients
- Built and maintained strong client relationships
- Worked with cross-functional teams to resolve escalated issues
- Provided solutions to customer's technical issues by identifying the problem, researching answers and guiding the customer step-by-step through corrective measures for one-call resolution
- Triaged customer issues, evaluating and directing support tickets to the right area efficiently
Product Specialist
Brinks Home
Remote
12.2020 - 12.2021
- Provided answers to client questions via phone queues in a timely manner
- Provided solutions to customer's technical issues by identifying the problem, researching answers and guiding the customer step-by-step through corrective measures for one-call resolution
- Triaged customer issues, evaluating and directing support tickets to the right area efficiently
Manager, Regis Group (Account Management)
OptimumCX
Reno
06.2017 - 12.2020
- Promoted from Technical Support Specialist to Account Manager and then Manager of Account Management group over 3 years
- Managed team of 6, including employee 1:1's, training and onboarding, case resolution support, and representing team in company meetings
- Provided technical support for user issues pertaining to VoIP, network, and hardware problems
- Responded to user inquiries with multiple solution pathways and a recommended approach based on their criteria
- Documented process start-up, shut-down, and first-level troubleshooting to assist knowledge management for help desk staff
Education
B.S. - Information Technology
University of Nevada
Reno, NV06.2017
Skills
- Customer service
- Troubleshooting
- Technical Support
- Scheduling / Project Planning /Coordination
- Customer de-escalation
- Microsoft Office Suite
- MS Teams
- Zoom
- CRM's (incl Salesforce)
- Wikis
- Jira, Zendesk
- Quickbooks, NetSuite
- Avaya communications
- Mastermind Business platform
- NICE OneX communications
Timeline
Technical Account Manager
ADT Security
09.2022 - 10.2024
Technical Account Manager
Brinks Home
12.2021 - 09.2022
Product Specialist
Brinks Home
12.2020 - 12.2021
Manager, Regis Group (Account Management)
OptimumCX
06.2017 - 12.2020
B.S. - Information Technology
University of Nevada