Technical Account Manager | IT Support | Customer Success

Managed a portfolio of enterprise customers across healthcare, finance, and technology industries, supporting business-critical communication platforms. Delivered proactive monitoring, usage analysis, and tailored best practice recommendations for Voice and Messaging solutions. Handled high-priority technical cases and escalations with fast turnaround times while maintaining strong customer satisfaction. Collaborated with cross-functional teams and external carriers to troubleshoot complex issues affecting large-scale operations.

Managed and maintained websites and digital platforms using WordPress, Shopify, Divi, and Zoho for internal and client projects. Collaborated with cross-functional teams to gather requirements, design solutions, and implement new features aligned with business timelines.

Provided first-level technical support for Shopify app developers via email and chat, ensuring timely and high-quality resolution. Authored knowledge base articles and improved internal documentation to enhance team efficiency.

Delivered bilingual technical support for Cisco licensing products using Salesforce, Webex, and Cisco internal tools.

Provided bilingual technical support for IoT and home automation products using Jira, Zendesk, and Trello.

Developed and maintained internal web solutions using Java (JSF, Spring Boot), SQL Server, JavaScript, CSS, HTML, and PHP.