Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Yolanda Washington

Lawrenceville,GA

Summary

Experienced senior technical account manager with a strong background in information systems security, specializing in risk management, network design, and hardware/software installation, configuration, and maintenance. Known for delivering exceptional white glove services and consistently achieving one-call resolution for clients. Committed to ensuring compliance with service level agreements while optimizing efficiency and sustainability.

Overview

10
10
years of professional experience
1
1
Certification

Work History

E-Commerce Owner

JWW Investment Enterprises LLC
01.2021 - Current
  • Established and operated a successful online business as owner and commerce specialist, maintaining exceptional sales ratings and customer satisfaction metrics.
  • Managed comprehensive Amazon store operations, including product listings, inventory control, order fulfillment, and customer service protocols.
  • Leveraged Amazon Seller Central analytics to monitor performance metrics, track KPIs, and optimize listings based on market trends.
  • Achieved 95% positive seller feedback rating through excellent customer service and prompt inquiry resolution, enhancing brand reputation.
  • Developed strategic supplier relationships and streamlined logistics operations, ensuring optimal inventory management and supply chain efficiency.

Senior Technical Account Manager

Comcast Business
11.2021 - 07.2024
  • Oversaw $1.4M in monthly revenue as Principal Technical Account Manager for major national banking and hospitality clients, managing incident resolution, service delivery, and contract renewals.
  • Directed the full project lifecycle for 3,500 restaurant locations and 3,300 banking institutions from implementation to completion, ensuring seamless client onboarding and ongoing support.
  • Streamlined incident management processes, reducing incident resolution times by 20% and priority incident ticket resolution times by 70%, utilizing ITIL frameworks and automated escalation protocols.
  • Provided 'white glove' service to C-level executives, managing Code Red technical bridges, maintaining incident logs, and leading bi-weekly/quarterly service-level presentations to executive leadership.
  • Implemented performance management systems with KPI tracking and custom dashboards, improving client service levels by 25% and enhancing operational reliability across 3,500 installations.

Network Operations Technician

Intelsat Inc.
12.2019 - 11.2021
  • Led a field technician team providing expert technical support in satellite installations and maintenance, achieving a 40% improvement in times.
  • Delivered advanced troubleshooting expertise within mixed vendor satellite and IP-based network environments, resolving complex issues.
  • Served as a primary escalation point for network concerns and RF service issues while managing routine operational activities and system onboarding.
  • Created and maintained comprehensive service documentation while monitoring network alarms and new orbit satellites, earning recognition for performance.
  • Implemented efficient ticket triage system and alarm monitoring protocols to minimize customer impact and optimize service delivery.

Network Engineer

Sagenet Inc.
08.2015 - 06.2019
  • Managed 35,000 VSATs across twenty-five satellite networks, implementing validation protocols and maintaining optimal network performance.
  • Installed and configured network hardware and proprietary software while directing cloud backup solutions for 25 network management systems.
  • Developed comprehensive network rollouts, process flows, and documentation while authoring SOPs and Disaster Recovery Procedures.
  • Achieved 99.99% network availability through systematic asset auditing and the successful launch of Hub network services.
  • Coordinated between clients, vendors, and technical support teams to resolve escalated issues and ensure seamless service delivery.

Education

Masters of Science - Information System Security

The University of The Cumberlands
Williamsburg, Kentucky
05-2021

Bachelor of Science - Information Systems

Albany State University
Albany, Georgia
05-2016

Skills

  • Cisco Meraki
  • Fortinet
  • Cradle Point
  • Gilat
  • IDirect
  • Salesforce
  • Smartsheets
  • SAP
  • Remedy
  • Jira
  • Tableau
  • Windows Operating Systems
  • Linux Operating Systems
  • Microsoft Office/Office 365
  • Active Directory
  • SQL
  • ITIL frameworks
  • Performance management systems
  • Network hardware installation and configuration
  • Alarm monitoring protocols
  • KPI tracking

Certification

  • ITIL V 4 Foundations, People Cert, 2025
  • Scrum Master (CSM), Scrum Alliance, 2025
  • Certified in Cybersecurity (CC), ISC2, 2023

Timeline

Senior Technical Account Manager

Comcast Business
11.2021 - 07.2024

E-Commerce Owner

JWW Investment Enterprises LLC
01.2021 - Current

Network Operations Technician

Intelsat Inc.
12.2019 - 11.2021

Network Engineer

Sagenet Inc.
08.2015 - 06.2019

Masters of Science - Information System Security

The University of The Cumberlands

Bachelor of Science - Information Systems

Albany State University

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Yolanda Washington