S.Jasmynn Morgan
Technical Account Manager
Plano,TX
Summary
Technical Account Manager with over 20 years of technical expertise with a broad base of experience in support, account management, training and operations. Focus on Resolving problems quickly while delivering high levels of customer satisfaction. Excellent knowledge in a a vast amount of software packages, apps, databases, hardware, networking and cloud based technology. Self-motivated professional with a superior work ethic. Adapt to any challenging environment. Thrive in demanding situations with a sharp eye for detail and creativity.
Overview
24
24
years of professional experience
Work History
Implementation/Technical Account Manager
Yooz, Inc.
Carrollton, TX
04.2020 - Current
- Led projects and analyzed data to identify opportunities for improvement.
- Assume responsibility of Pre-Sales and Post Sales for customers with significant levels of complexity.
- Develop trusted advisor relationship with customer sponsors such that all activities are closely aligned with customer's business case, expected ROI and business strategy.
- Understand and assess customer requirements as it applies to Yooz roll out and adoption.
- Establish and oversee customer's adoption, training, and development of best practices to continually drive
- Contributes to sales engineering effectiveness by identifying short-term and long-range issues and recommending courses of action.
- Configure customer's application in accordance with requirements (workflows, ERP integrations, Intacct/NetSuite, Flat File, QuickBooks Online/Desktop, CDK, Ect.)
- Managed over 50 clients daily while providing excellent customer service and maintaining client relationships.
- Identify, grow opportunities, and collaborate with sales teams to ensure growth attainment.
- Understand and assess customer requirements as it applies to Yooz roll out and adoption.
Application Support Manager
CEO Global
Plano, United States
02.2009 - 04.2021
- Collaborated with developers and product owners to stay current on product features and intended functionality.
- Broke down and evaluated user problems, using personal expertise and probing questions.
- Retained existing clients and developed new accounts by extending high quality and efficient support service.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Uploaded new software, rolled out updates and applied patches upon release to thwart threats.
- Configured hardware, devices and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
- Studied and educated end-users on various uses of software and hardware and how to optimize general use.
Network Engineer
Cellstar Corporation
Carrollton, TX
10.2001 - 01.2009
- Developed and participated in design, implementation, enhancement, and maintenance of IT -infrastructure
- Provided network support services for devices such as hubs, bridges, routers and other hardware.
- Worked directly with software development and testing team members to design and develop robust knowledge base solutions to meet client requirements for functionality, scalability and performance
- Worked with vendors to identify new hardware/software that will extend system capabilities from business needs perspective
- Developed hardware and software monitoring and diagnostic procedures
- Provided skills and experience to lower level administrators
- Evaluated systems and performed network systems troubleshooting to isolate and diagnose system problems
- Maintained records of procedures and modifications performed keeping inline with regulatory compliance policies and procedures
- Provided skills and acted as mentor to lower level analysts as needed
- Worked with software developers creating client sites
- Assisted with implementation and support of network monitoring tools.
Network Engineer
JCPenney/GE CAPITAL
Dallas, TX
12.1999 - 02.2001
- Troubleshooted multi-server network (SQL and NT) TCP/IP connectivity issues (later converted to DHCP) on LAN/WAN
- Establishing new user’s accounts on domain
- Establishing security privileges
- Creating and editing new and existing users/groups
- Installing hardware and software
- Maintaining hardware and software inventory
- Configuring remote dialup through RAS on Win 95, Win 98 and NT 4.0 laptop machines
- Re-image and provide interim technical support for over approximately 150 NT 4.0 and 50 Win 95/98 remote users using MS Exchange/Outlook 95/98, as JC Penney transitions ownership/management to GE Capital Card Services
- Configure and deploy steady stream of new computers (manually and imaged) and printers for incoming executives and employees while diagnosing and resolving network and microcomputer problems for Compaq, Dell and IBM hardware
- Provide LAN Administration, internet/intranet maintenance and configuration.
Network Analyst
Claims Services Resource Group
Dallas, TX
01.1999 - 12.1999
- Provide on-site support in networking environment for Wide Area Network (WAN) and Local Area Network (LAN)
- Familiar with NT and Novell 4.0 operating systems and networks, Win 95, Windows NT workstations, AS 400, Citrix/Winframe, GroupWise and Lotus Notes
- Performed maintenance, system upgrades, migrations, configure and optimize server hardware on network
- Resolve software/configuration problems; set up and install production servers; support advance software features; maintain application software; installations, and analyzed Anti-virus software
- Cleared network connections and add new groups/users to LAN, clear intruder lockouts and other network administration duties
- Assisted with internal training needs, new enhancements, new resources and develop internal training needs.
Education
Bachelor of Science - Management Information Systems
The University of Texas At Dallas
Richardson, TX2014
Associate of Science - Cyber Security (Network Security
Collin County Community College District
Plano, TX2008
Some College (No Degree) - CIS
Collin County Community College District
Plano, TXSome College (No Degree) -
Central Texas College
Killeen, TXSkills
- SQL, Oracle , SAP , AS400, Kronos JAVA,
- Windows (All Versions), IOS (all versions), Linux, Unix
- MS Office (all versions), MS Outlook, MS Exchange, Lotus Notes,
- VPN, Network Solutions, Logic, Connectwise
- SAAS Applications
- Helpdesk Software, (Sales Force, Remedy,, Service Now, etc)
- Accounting Software
- Graphic Software (Photoshop, Illustrator, etc)
- Cloud Computing
- Complex Problem Solving and Resolution Tracking
- Senior Help Desk/Technical Support
- Issue and Resolution Tracking
- Service Desk Team Management
- Defect Analysis and Resolution
Timeline
Implementation/Technical Account Manager
Yooz, Inc.
04.2020 - Current
Application Support Manager
CEO Global
02.2009 - 04.2021
Network Engineer
Cellstar Corporation
10.2001 - 01.2009
Network Engineer
JCPenney/GE CAPITAL
12.1999 - 02.2001
Network Analyst
Claims Services Resource Group
01.1999 - 12.1999
Bachelor of Science - Management Information Systems
The University of Texas At Dallas
Associate of Science - Cyber Security (Network Security
Collin County Community College District
Some College (No Degree) - CIS
Collin County Community College District
Some College (No Degree) -
Central Texas College