Luis Montoya Guillen
San Antonio,TX
Summary
Results-driven Technical Account Manager with a strong focus on customer satisfaction and efficient issue resolution. Proven ability to manage multiple accounts while delivering tailored solutions and exceptional support.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Account Manager
Foundever
Remote
03.2021 - Current
- Developed and maintained strong client relationships to enhance account satisfaction and retention.
- Coordinated technical support processes, ensuring timely resolution of customer inquiries and issues.
- Analyzed client requirements to provide tailored solutions that align with business objectives.
- Led cross-functional teams to implement new software tools, improving service delivery efficiency.
- Managed multiple accounts simultaneously, maintaining high levels of organization and prioritization.
- Conducted regular account reviews to proactively identify areas of improvement and implement necessary changes.
- Delivered exceptional customer support by resolving complex technical challenges in a timely manner.
- Conducted regular account reviews to assess performance metrics and identify areas for improvement.
- Mentored junior team members on best practices in technical account management and client engagement strategies.
- Supported cybersecurity audit reviews (internal & external) on client deployed systems.support a PCI environment with compliant approaches to information securityconducted regular review of proposed system changes and approvals for enterprise configuration adjustments
IT Systems Administrator
Foundever
Boise, ID
11.2018 - 03.2021
- Managed system updates and patches to enhance security and performance.
- Oversaw server maintenance, ensuring optimal uptime and reliability for critical applications.
- Led disaster recovery planning, implementing strategies that minimized downtime during outages.
- Designed and implemented network infrastructure improvements to support organizational growth.
- Mentored junior staff in systems administration best practices and troubleshooting techniques.
- Streamlined user access management processes, improving efficiency in onboarding procedures.
- Conducted regular system audits to ensure compliance with industry standards and regulations.
- Developed documentation for systems configurations, enhancing team knowledge sharing and training resources.
- Developed comprehensive documentation for IT processes and procedures, facilitating knowledge transfer amongst team members.
- Reduced downtime by proactively identifying potential issues and resolving them before they escalated.
- Participated in regular audits of IT infrastructure, ensuring compliance with industry standards and internal company policies.
- Secured network systems by implementing robust security protocols, mitigating risks associated with cyber threats.
- Collaborated with cross-functional teams to successfully complete complex projects on time and within budget constraints.
- Spearheaded disaster recovery initiatives, ensuring a prompt response to restore normal operations in the event of an emergency.
- Maximized hardware utilization by conducting capacity planning and making recommendations for resource allocation adjustments.
- Led migration efforts from legacy systems onto modern platforms without causing disruptions to end-users or compromising data integrity.
- Conducted training sessions for staff on new technology implementations, increasing overall adoption rates and productivity levels.
- Provided exceptional technical support to end-users, promptly addressing any reported issues or concerns with system functionality.
- Provisioned new software and hardware for use, following established security policies.
- Completed reports detailing network and systems performance and downtime issues.
Education
Bachelor of Science - Cybersecurity And Information Assurance
Western Governors University
Salt Lake City, UT07-2027
Associate of Science - Network System Technician
College of Southern Idaho
Twin Falls, ID05-2018
Skills
- Organizational skills
- Team collaboration
- Effective communication
- Adaptability and flexibility
- Planning and coordination
- Customer relations
- Task prioritization
Accomplishments
- Resolved product issue through consumer testing.
Certification
- Project+ 2028
- Network+ 2029
- Security+ 2029
- LPI Linux Essentials 2029
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Technical Account Manager
Foundever
03.2021 - Current
IT Systems Administrator
Foundever
11.2018 - 03.2021
Bachelor of Science - Cybersecurity And Information Assurance
Western Governors University
Associate of Science - Network System Technician
College of Southern Idaho