Robert Griffin
Sterling,VA
Summary
Dynamic IT professional with a proven track record of success, currently leading a team to achieve over $2.7M in annual revenue. Skilled in client relationship management and exceptional customer service, I excel at fostering partnerships and driving satisfaction through strategic account oversight and effective communication.
Overview
18
18
years of professional experience
Work History
Account Manager/Team Lead
Acrisure Cyber Services
New York, NY
05.2022 - Current
- Manage a team of 8 skilled technicians to provide white glove support to the company's largest client of 48 locations, generating over $2.7M in annual recurring revenue
- Foster strong relationships with decision-makers and influencers across the client base
- Managed a portfolio of 25 key accounts, ensuring high levels of customer satisfaction and retention.
- Coordinated with internal teams to ensure timely delivery of products and services to clients
- Conduct regularly scheduled pacing/business reviews with assigned clients
- Negotiated contracts with clients to focus on long term benefits and maximizing client profitability
Service Team Manager
TechClarity, LLC
McLean, VA
03.2017 - 05.2022
- Managed helpdesk team, focusing on supervision, training, and motivation to achieve high-quality customer support
- Cultivate and sustain working relationships with customers
- Facilitated daily team meetings to enhance coordination and address immediate issues
- Commended by senior management for exemplary performance/leadership and received promotion from Service Team Consultant to Service Team Manager in 2018
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction
Senior Escalations Analyst
Lloyd Group
New York, NY
04.2012 - 02.2017
- Expertly handled tech support tasks for a global client base exceeding 100 clients via remote sessions, phone calls, and face-to-face interactions
- Regularly collaborated with Account Management, Priority, and Projects teams to resolve a diverse range of client issues
- Acted as a desktop, server, and network administrator for all clients in physical, virtual, and cloud environments
- Received acknowledgement from management and promoted to Escalations team
- Performed various duties as an on-site support analyst for a client of over 200 employees in 15 offices across the US
IT Support Specialist
National Council of Teachers of Mathematics
Reston, VA
04.2007 - 04.2012
- Provided IT end user support and user training for over 50 employees
- Leveraged astute technical acumen to configure, image, and deploy workstations across the entire company
- Assisted in network systems administration
- Installed and upgraded all workstation software and hardware for the organization
- Guided and advised users on computer usage through coordinated training sessions
- Deployed and managed VOIP system
Education
Associate's Degree - Computer Networking
Strayer University
Skills
- Strong Communication Skills
- IT Planning & Implementation
- Policies & Procedures Compliance
- Exceptional Customer Service
- Technical Documentation
- Technical support
- Teamwork and collaboration
- Client relationship management
- Account management
- Customer satisfaction
Timeline
Account Manager/Team Lead
Acrisure Cyber Services
05.2022 - Current
Service Team Manager
TechClarity, LLC
03.2017 - 05.2022
Senior Escalations Analyst
Lloyd Group
04.2012 - 02.2017
IT Support Specialist
National Council of Teachers of Mathematics
04.2007 - 04.2012
Associate's Degree - Computer Networking
Strayer University
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