Eric Klipp

Managed a portfolio of 42 AAA game studio accounts, maintaining a 95% retention rate through proactive risk management. Acted as internal advocate across Engineering, Operations, and Product Management, driving resolution of escalated defects and feature requests.

Managed the Tier 3 Support Team for over 30 Gold enterprise clients, overseeing escalations and Global Support Services delivery. Coordinated with developers and clients to resolve critical defects, reducing escalation backlog by 10% year over year.

Delivered server, workstation, network, and software support for 15 small-to-midsize business clients. Implemented new server infrastructure and configured SonicWALL router/firewall deployments.

Supported AT&T Advertising Solutions staff across email, phone, TrackIT, and Remedy ticketing channels, maintaining 100% SLA compliance. Led office openings and relocations with zero/minimal downtime.

Designed and implemented server solutions for small business owners, matching customer needs to products and services.

Processed data-cut requests for marketing teams and managed email list hygiene and removal requests.

Supported MSN members and Dell post-sales customers on connectivity, email, and browser issues, and mentored junior technicians.

Supported students and faculty on network and computing issues and helped establish and maintain public computer clusters.

Managed partner relationships and supported technical account management for enterprise clients.

Managed technical relationships with enterprise clients, ensuring successful delivery of support services.

Performed computer repair and technical support duties.

Provided helpdesk support and technical assistance to sales and administration staff.

Provided developer support and technical assistance for Vivox products.

Provided technical support and services for clients.

Provided support for public computer clusters.

Provided customer service and technical support to clients.

Bachelor of Science in Business Administration with a focus on Management and Management Information Systems, completed in May 2001.