Hi, I’m
Russell Reams
Georgetown,TX
Summary
Experienced Account Manager with proven track record of success building long term customer relationships and brand loyalty by delivering coordinated software support for enterprise solutions.
Overview
25
years of professional experience
1
Certification
Work History
Trade Hard InvestingGeorgetown, TX
Day Trader
07.1999 - Current
Job overview
- Actively trading Futures, Forex and Options markets.
IBMAustin, TX
Senior Technical Account Manager
06.2005 - 05.2012
Job overview
- Offered decision-makers ROI and cost-benefit projections to guide project development and implementation.
- Communicated effectively with clientele from software engineers to C-level executives to maintain customer satisfaction and loyalty.
- Led a project team that created an upgrade guide that resulted in 50% reduction in upgrade problem reports for that cycle.
IBMAustin, TX
Technical Account Manager
02.2001 - 06.2005
Job overview
- Educated customers on products and services as well as general technical information.
- Communicated with sales and product development teammates to enhance customer experiences and achieve SLAs.
- Responded to customer inquiries and concerns to facilitate solutions.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Informed senior leadership of product development issues discovered via technical support calls with customers.
- Managed customer system updates, informing clients of installation progress stages.
- Reviewed current hardware and software configurations and recommended modifications to increase system speed.
- Mentored other technologists and support professionals to provide professional development and skill enhancement.
- Drafted whitepapers, user manuals, implementation documentation and support base entries to reduce customer tickets and customer service expenses.
IBMAustin, TX
Technical Support Engineer
05.1999 - 02.2001
Job overview
- Consulted via telephone in call center setting to understand customer problems and ask probing questions to locate root causes.
- Provided documentation for known issues and best practices to eliminate unnecessary service calls and avoidable pain points in customer IBM software deployment.
- Drafted documentation on tutorials and FAQs to eliminate unnecessary service calls and avoidable user errors.
Education
University of TexasAustin
Bachelor of Arts from Government
05.1993
Skills
- Planning and coordination
- Customer needs assessment
- Product and service knowledge
- Reliable and trustworthy
- Post-sales support
Certification
Microsoft Certified Systems Engineer - 1999
Timeline
Senior Technical Account Manager
IBM
06.2005 - 05.2012
Technical Account Manager
IBM
02.2001 - 06.2005
Day Trader
Trade Hard Investing
07.1999 - Current
Technical Support Engineer
IBM
05.1999 - 02.2001
University of Texas
Bachelor of Arts from Government
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