Favian

Technical Account Manager / Technical Account Support

Managed 5–10 customer accounts simultaneously, supporting technology and operational services for an environment of approximately 2,097 employees across operations and administrative areas.. Managed approximately 450 incidents and service requests per month, prioritizing cases according to business impact and coordinating resolution and escalation activities.. Served as a key technical point of contact between customers, business stakeholders, internal IT teams, and external providers.. Coordinated the end-to-end implementation of a new 135-person campaign, delivering the project from signature/approval to production in 2.5 weeks.. Coordinated campaign readiness activities including network creation, user provisioning, virtual environments, memberships, access management, security protocols, and technical validation.. Coordinated cross-functional implementation activities with Networking, Systems, Development, Cybersecurity, Legal, and business teams, ensuring technical and operational requirements were met before production launch.. Coordinated a network upgrade and Access Point redistribution project completed in one week, including procurement, configuration, replacement, and deployment with the external provider, resulting in a 26% improvement in network quality.. Managed technical incidents, escalations, service follow-up, and customer communication throughout the incident lifecycle.. Monitored SLA and KPI performance, identifying service risks, recurring incidents, and opportunities for continuous improvement.. Coordinated the implementation and management of new business applications, from requirements review and technical validation through Cybersecurity and Legal assessments, development coordination, deployment, and launch.. Performed incident trend analysis and root cause investigations to identify recurring issues and support corrective and preventive actions.. Identified technology and operational optimization opportunities resulting in monthly cost reductions of up to 15%.. Prepared operational reports, service performance analysis, incident status updates, and KPI information for customer and management stakeholders.. Coordinated multiple priorities, technical teams, and customer requirements in high-volume environments while maintaining service quality and continuity.. Used Salesforce, Jira, Power BI, Microsoft 365, Google Workspace, Slack, and Microsoft Project for account management, reporting, project coordination, and service operations.