Summary
Overview
Work History
Education
Skills
Certification
Software
Accomplishments
Timeline
Generic

Tyler Hartle

West Valley City,UT

Summary

Enterprise SaaS/PaaS Account Executive with 8+ years of experience directing high-value corporate portfolios exceeding $24M in annual revenue and a proven track record of engineering up to and over 100% account expansion within at-risk portfolios. CompTIA A+ certified professional adept at aligning technical product architecture with business requirements, conducting strategic territory planning, and executing value-based contract negotiations to capture $2M–$3M in net-new ARR expansion per account. Recognized specialist in neutralizing churn risks by leveraging multi-thousand-line data audits to eliminate enterprise infrastructure friction. Expert in orchestrating cross-functional teams to execute massive 27,000+-line workspace and cloud platform migrations that dramatically scale client efficiency, optimize forecast accuracy, and secure long-term executive partnerships.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Help Desk Technician

Amazon
Salt Lake City, UT
10.2025 - Current
  • Cross-Functional User & Access Governance: Managed end-to-end user lifecycles, security group provisioning, and access permissions within Active Directory and Microsoft 365; served as a high-ownership partner aligning corporate data access controls across enterprise domains.
  • Unified Endpoint Architecture & Policy Management: Provisioned, audited, and managed corporate hardware assets and mobile devices using unified endpoint management tools; diagnosed complex profile, registry, and deployment configurations to ensure zero user disruption.
  • Enterprise Infrastructure & Connectivity Support: Resolved localized network architecture and secure remote connection failures daily; verified TCP/IP and DNS settings while mapping secure enterprise corporate VPNs to maintain business continuity.
  • Queue Optimization & SLA Compliance: Orchestrated a fast-paced queue of technical incidents and platform service requests; consistently diagnosed critical hardware, software, and application bugs under strict enterprise SLA windows to maximize operational uptime.
  • Incident Triage & Senior Engineering Escalation: Acted as the primary point of contact for high-severity system and service outages; compiled comprehensive diagnostic logs and technical briefs to accelerate incident resolution times alongside senior network and systems engineering teams.
  • Knowledge Management & Incident Reduction: Authored an internal library of standardized troubleshooting documentation and technical FAQs; engineered optimized service workflows that permanently reduced recurring technical support ticket volume.

Enterprise Account Executive

Verizon Wireless
West Valley City, UT
05.2018 - 09.2024
  • Enterprise Portfolio Turnaround: Remediated a churn-risk Fortune 50 account stalled by a multi-year purchase order workflow mismatch. Led 20+ cross-functional alignment sessions to execute a technical billing audit, returning $40,000 in unapplied credits, securing a competitive 5-year contract renewal, and expanding the account by 100% to capture $2M+ in annual recurring revenue.
  • Large-Scale PaaS Migration: Directed the migration of a 27,000-line IoT infrastructure to a Mobile Device Management (MDM) PaaS solution. This enabled enterprise data traffic governance and device lifecycle management, generating $1.5M in net-new platform revenue while reducing client operational waste by $2.5M annually.
  • SaaS Adoption & Value Realization: Championed the deployment of a centralized workspace collaboration platform for an enterprise client with highly fragmented data environments. Enabled a 30% increase in operational productivity by reclaiming lost search-and-retrieval time, adding $500,000 in annual recurring revenue and securing a 30% expansion in lines of service.
  • Strategic Account Planning & Revenue Protection: Developed and executed account prioritization strategies for a high-stakes portfolio of 18 enterprise accounts representing $24M+ in annual revenue, protecting core revenue while maintaining a client portfolio that included Fortune 50 organizations.
  • Cross-Functional Solution Coordination: Partnered closely with cross-functional engineering, sales support, and web development teams to identify and remediate manual provisioning workflow bottlenecks, successfully moving legacy client processes into automated digital self-service platforms.
  • Operational Revenue Growth & Enablement: Transitioned enterprise customer portfolios from manual, high-touch support structures to digital business platforms, reducing internal team administrative ticket volume by over 250 cases per month while driving organic account growth.
  • Pipeline & Forecast Data Accuracy: Directed high-volume account operations by managing 200 to 700 complex enterprise support cases and platform service metrics monthly; utilized Salesforce CRM to maintain exact pipeline accuracy, track escalation pathways, and preserve strict SLA compliance.

Help Desk Specialist / Tier 2 Support

Verizon Wireless
West Valley City, UT
01.2014 - 04.2018
  • Advanced Technical Escalation Management: Served as the primary Tier 2 escalation lead for mission-critical enterprise incidents; resolved complex remote connectivity, provisioning failures, and device performance bottlenecks while sustaining a 95%+ first-contact resolution rate.
  • Enterprise SLA & Downtime Mitigation: Diagnosed and remediated complex enterprise-level network connectivity issues; optimized infrastructure reliability to reduce average customer operational downtime by an estimated 15% to 25%.
  • Systems Optimization & Risk Mitigation: Orchestrated rigorous pre-deployment testing for new corporate hardware, software patches, and provisioning workflows to eliminate deployment bugs; piloted advanced service-monitoring tools that successfully decreased average response times by 18%.
  • Large-Scale Deployment Support: Directed end-to-end technical support for high-volume enterprise endpoint deployments and network activations; guided corporate clients through advanced troubleshooting to guarantee seamless service integration.
  • Team Enablement & Performance Coaching: Mentored and coached engineering support agents through complex troubleshooting sessions and high-tier escalation procedures; designed and executed a structured onboarding and shadowing program to optimize ticket-handling consistency across the department.

Customer Service Representative/Team Leader

Verizon Wireless
Salt Lake City, UT
06.2010 - 04.2013
  • Team Leadership & Performance: Led, coached, and monitored a 15-member Tier 1 customer support team, consistently meeting strict SLA targets and improving overall department service delivery performance.
  • Performance Metrics & KPI Optimization: Monitored key performance indicators (KPIs), SLAs, and ticket queues to provide data-driven, targeted coaching, successfully improving overall team productivity by approximately 15%.
  • High-Tier Escalation Management: Acted as the primary point of escalation for complex, high-stakes technical issues, assisting team members with advanced troubleshooting strategies to ensure rapid resolution and maintain high client satisfaction.
  • Knowledge Base & Process Optimization: Built and maintained a centralized technical knowledge base, which successfully reduced repeat operational incidents by 20% and significantly decreased average ticket handle times.
  • Training & Operational Onboarding: Designed and executed onboarding programs to train new hires on core systems, diagnostic tools, and internal support processes, drastically reducing employee ramp-up time and ensuring team readiness.

Education

Bachelor of Science - Information Technology

Western Governors University
Salt Lake City, UT
10-2028

High School Diploma -

Salt Lake Community College
Salt Lake City, UT
07-2017

Skills

    Enterprise SaaS/PaaS Account Management

    C-Level Executive Engagement

    Contract Negotiation & Renewal Strategy

    Customer Success Roadmapping

    Strategic Account Planning & Expansion

    Value-Based Selling & Business Case Development

    Salesforce CRM & Pipeline/Forecast Data Accuracy

    Executive Business Reviews (QBRs)

    Cloud-Based Platform Adoption

    Territory / Account Prioritization

    Cross-Functional Sales & Support Coordination

    Data-Driven Customer Reporting & Workflow Analysis

    Root-Cause Investigation (RCA)

    VPN, MDM, & Enterprise Mobility Support

    Rapid Incident Escalation Management

Certification

  • CompTIA A+
  • Google AI
  • Google AI Essentials Specialization
  • Rapid Incident Escalation Management
  • Google IT Support Professional
  • SQL Basics for Data Science
  • AWS Cloud Practitioner – In Progress (Planned 2028)
  • Jira Essentials: Beginner-Intermediate Mastery

Software

Jira

Salesforce

ServiceNow

Various AI tools

Microsoft 365

Active Directory

Zendesk

Microsoft Excel

SQL

SharePoint

PowerShell basics

VPN tools

MDM platforms

Accomplishments

  • On-Site Enterprise Migration Leadership: Spearheaded a high-stakes, on-site device upgrade initiative at a client headquarters, leading the end-to-end technical migration and MDM enrollment of 1,200+ employee devices within a single week with zero operational downtime. Managed user enablement training classes and directed real-time technical troubleshooting as the primary face of the project.
  • At-Risk Portfolio Turnaround & Account Expansion: Engineered a 100% portfolio expansion (from 3,000 to nearly 7,000 lines) on a churn-risk account stalled by a multi-year purchase order workflow mismatch. Led 20+ cross-functional alignment sessions to execute a technical billing audit, returned $40,000 in unapplied credits, and secured a competitive 5-year contract renewal capturing $2M+ in net-new recurring revenue.
  • Large-Scale PaaS Migration & Governance: Directed the complex migration of a 27,000-line IoT infrastructure to a Mobile Device Management (MDM) PaaS solution. Established deep data traffic governance and device lifecycle monitoring, generating $1.5M in net-new platform revenue while reducing client operational waste by $2.5M annually.
  • SaaS Enablement & Value Realization: Championed the deployment of a centralized workspace collaboration platform for an enterprise client with highly fragmented data environments. Reclaimed lost information search-and-retrieval time to drive a 30% surge in client operational productivity, adding $500,000 in annual recurring revenue and securing a 30% expansion in lines of service.

Timeline

Help Desk Technician

Amazon
10.2025 - Current

Enterprise Account Executive

Verizon Wireless
05.2018 - 09.2024

Help Desk Specialist / Tier 2 Support

Verizon Wireless
01.2014 - 04.2018

Customer Service Representative/Team Leader

Verizon Wireless
06.2010 - 04.2013

Bachelor of Science - Information Technology

Western Governors University

High School Diploma -

Salt Lake Community College