Technical Account Manager | Enterprise Escalation & Infrastructure Lead

Promoted from Technical Support Engineer to an infrastructure lead and NetApp duty-manager role within approximately one year. Serves as the senior point of contact for customers with critical infrastructure issues and owns escalations from intake through resolution.

Triages up to 20 or more escalations on peak days, engages L2, subject-matter expert, and engineering resources, and coordinates handoffs across regional time zones. Provides weekend TSM coverage, supports engineers with process and troubleshooting, performs customer temperature checks, and follows up on non-responsive accounts to protect satisfaction and SLA outcomes.

Owned subscription renewals and billing-issue resolution for enterprise SaaS customers using Citrix Files, e-signature products, and Podio.

Advised customers on product value to reduce cancellations and retain accounts. Coordinated with internal teams to bring at-risk and lapsed accounts current and improve renewal outcomes.

Troubleshot virtualization issues in VMware vSphere 6.5, vCenter, and ESXi lab environments.

Handled clustering, HA/DRS, upgrades, and VVOL configuration using EMC Unisphere while supporting technical issue resolution.

Supported enterprise SAN and HPE MSA storage environments for major customers including eBay, PayPal, and Johnson & Johnson.

Resolved hardware and environmental issues within contractual SLAs. Analyzed SAN environments and store logs, isolated faults, and coordinated FRU replacements and complex fixes with engineering teams.

Provided L1 and L2 support across mainframe, network, backup, and storage operations. Ran backup operations using Veritas NetBackup and Backup Exec.

Used BMC Remedy for ITSM, Nagios and SolarWinds for monitoring, and Control-M for job scheduling. Partnered with onshore data center teams across time zones.

Supported US home-health agencies using a SaaS application and delivered user training through WebEx.

Coordinated with development teams to resolve customer issues, improve adoption, and provide effective customer support.

Built and shipped an AI-powered platform independently as a solo builder and developer.

Used a serverless architecture with Vercel, Supabase, and Anthropic Claude API, demonstrating hands-on technical product delivery capability.

Completed a Bachelor of Computer Applications (BCA).