Devin Armstrong

Served as the primary technical contact for new customers, addressing inquiries and ensuring successful product implementation. Collaborated with product and engineering teams to resolve technical challenges and contributed to customer retention by creating technical documentation.

Served as the primary technical contact for new customers, addressing inquiries and ensuring successful product implementation. Collaborated with product and engineering teams to resolve technical challenges and advance customer-driven product enhancements. Contributed to customer retention and satisfaction by creating technical documentation and guiding customers to full utilization of their purc

Enhanced client retention by rejuvenating key accounts, resulting in sustained subscriptions for cybersecurity solutions. Partnered with sales and support teams to evaluate business requirements and oversee implementation of technical solutions. Implemented structured processes for project tracking and escalation management.

Enhanced client retention by rejuvenating key accounts, resulting in sustained subscriptions for cybersecurity solutions. Partnered with sales and support teams to evaluate business requirements, coordinate resource allocation, and oversee implementation of technical solutions, delivering tailored account management. Implemented structured processes for project tracking, escalation management, and

Delivered strategic guidance to clients, enhancing their technical capabilities and establishing rapport with principal stakeholders. Partnered with Customer Success Managers to pinpoint opportunities for maximizing platform usage and provided insightful analysis for Quarterly Business Reviews. Championed customer interests in critical situations, ensuring swift resolution of high-severity issues.

Delivered strategic guidance to clients, enhancing their technical capabilities and establishing rapport with principal business and technical stakeholders. Partnered with Customer Success Managers to pinpoint opportunities for maximizing platform usage and provided insightful analysis for Quarterly Business Reviews. Championed customer interests in critical situations, ensuring swift resolution o

Streamlined team operations by establishing and documenting standardized procedures, resulting in enhanced operational efficiency. Created and updated a detailed playbook and Standard Operating Procedures (SOP) for critical issue escalation. Managed User Story development and Control-M administration, ensuring timely resolution of production support tickets.

Streamlined team operations by establishing and documenting standardized procedures, resulting in enhanced operational efficiency. Created and updated a detailed playbook and Standard Operating Procedures (SOP), providing a trusted reference for critical issue escalation. Managed User Story development and Control-M administration, ensuring timely resolution of production support tickets.

Mentored Tier 1 support team members, enhancing their efficiency and contributing to a 20% reduction in case resolution time. Resolved advanced technical issues involving product configuration, Microsoft IIS, SQL, REST API, JavaScript, HTML, and Windows Server. Delivered exceptional client service through prompt telephone and email support.

Mentored Tier 1 support team members, enhancing their efficiency and contributing to a 20% reduction in case resolution time. Resolved advanced technical issues involving product configuration, Microsoft IIS, SQL, REST API, JavaScript, HTML, and Windows Server. Delivered exceptional client service through prompt telephone and email support, and communicated client feedback to the development team

Provided technical support for advanced software issues, collaborating with developers for bug fixes and enhancements within SQL Studio and Windows Server platforms. Enhanced customer satisfaction by delivering detailed progress reports, surpassing contractual service expectations through proactive communication. Strengthened team expertise by developing training materials and sharing in-depth kno

Provided technical support for advanced software issues, collaborating with developers for bug fixes and enhancements within SQL Studio and Windows Server platforms. Enhanced customer satisfaction by delivering detailed progress reports, surpassing contractual service expectations through proactive communication. Strengthened team expertise by developing training materials and sharing in-depth kno

Served as a key escalation contact for various technical issues, specializing in resolving email deliverability challenges and collaborating with engineering to pinpoint software defects. Resolved an average of 200 support cases per month within SLA, achieving a 90% customer satisfaction rate through effective troubleshooting and strategic marketing automation advice. Provided specialized technica

Served as a key escalation contact for various technical issues, specializing in resolving email deliverability challenges and collaborating with engineering to pinpoint software defects. Resolved an average of 200 support cases per month within SLA, achieving a 90% customer satisfaction rate through effective troubleshooting and strategic marketing automation advice. Provided specialized technica

Facilitated the integration of infrastructure projects, resulting in enhanced efficiency for internal and remote teams. Directed the deployment of new software and hardware systems, incorporating tools such as Norton Ghost to improve technology functionality. Maintained IT inventory, including diverse hardware assets, and provided comprehensive desktop and server support across Mac and Windows pla

Facilitated the integration of infrastructure projects, resulting in enhanced efficiency for internal and remote teams. Directed the deployment of new software and hardware systems, incorporating tools such as Norton Ghost to improve technology functionality. Maintained IT inventory, including diverse hardware assets, and provided comprehensive desktop and server support across Mac and Windows pla

Administered data center operations with a focus on compliance with IT security controls, contributing to the maintenance of data integrity and system reliability. Coordinated with infrastructure teams to deliver desktop support, and played a pivotal role in the secure decommissioning and disposal of sensitive information.

Administered data center operations with a focus on compliance with IT security controls, contributing to the maintenance of data integrity and system reliability. Coordinated with infrastructure teams to deliver desktop support, and played a pivotal role in the secure decommissioning and disposal of sensitive information.

Resolved diverse IT issues encompassing PCs, Macs, printers, and network hardware, employing advanced problem-solving capabilities to maintain system functionality. Coordinated hardware replacements and delivered on-site support, contributing to the setup and configuration of essential software.

Resolved diverse IT issues encompassing PCs, Macs, printers, and network hardware, employing advanced problem-solving capabilities to maintain system functionality. Coordinated hardware replacements and delivered on-site support, contributing to the setup and configuration of essential software, thereby enhancing system reliability and user experience.

Resolved software and hardware problems across various mobile devices and operating systems, ensuring timely escalation for complex issues through Remedy. Conducted thorough analysis of network and product performance, efficiently handling 30-35 calls per day and providing targeted solutions for broadband devices and smartphones.

Resolved software and hardware problems across various mobile devices and operating systems, ensuring timely escalation for complex issues through Remedy. Conducted thorough analysis of network and product performance, efficiently handling 30-35 calls per day and providing targeted solutions for broadband devices and smartphones.

Provided remote desktop and phone support, resolving a wide array of software and computing issues, demonstrating quick proficiency in learning and applying new technical solutions. Collaborated with high-level executives and IT personnel from major food industry companies to manage software issues and data transfers, ensuring the integrity of essential server-hosted databases.

Provided remote desktop and phone support, resolving a wide array of software and computing issues, demonstrating quick proficiency in learning and applying new technical solutions. Collaborated with high-level executives and IT personnel from major food industry companies to manage software issues and data transfers, ensuring the integrity of essential server-hosted databases.

Completed a Bachelor of Science degree with a focus on Information Technology. Gained foundational knowledge and skills relevant to the IT industry.