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Michael Vann

@michaelvann

Technical Account Manager at Leapfrog Services who launched Windows Autopilot and Intune zero-touch provisioning for a Fortune 500 client.

United States

Message

What I'm looking for

I'm seeking a Technical Account Manager role where I can use my technical expertise and people skills to drive client success and build long-term partnerships.

At Leapfrog Services, I launched a Windows Autopilot and Microsoft Intune zero-touch provisioning solution for a Fortune 500 real estate investment trust client. It enabled automatic app installation, Entra-based identity management, and multi-device sign-in, reducing device buildout time and IT overhead.

I resolve Tier-2 technical issues across enterprise client environments and have resolved thousands of service tickets while surpassing performance targets and SLA benchmarks. I also serve as a client-facing technical resource, translating complex issues into clear solutions.

Previously, at NTT Data, I supported government entity clients across Georgia with onsite hardware and software services, coordinated implementations, and led end-user training. At Conklin Metal Industries, I administered Microsoft 365 accounts and created knowledge base documentation to reduce repeat escalations.

Experience

Work history, roles, and key accomplishments

Current

Tier-2 On-Site Technical Services Expert

Current

Leapfrog Services

Feb 2024 - Present (2 years 9 months)

Architected and launched Windows Autopilot and Microsoft Intune zero-touch provisioning for a Fortune 500 client, reducing device buildout time and IT overhead. Resolved thousands of service tickets while surpassing performance targets and SLA benchmarks.

Ticketing Systems Windows Autopilot Microsoft Intune Microsoft Entra Passly AutoTask Troubleshooting Customer Relationship Management

Field Service Technician

NTT Data

Jun 2023 - Feb 2024 (8 months)

Served as primary technical point of contact for government clients, managing onsite installation, maintenance, and troubleshooting of hardware. Conducted client needs assessments and led end-user training.

hardware troubleshooting Client Needs Assessments ServiceNow DWPA Nexus Troubleshooting Hardware installation End User Training

Technical Support Analyst

Conklin Metal Industries

Aug 2021 - Apr 2023 (1 year 8 months)

Delivered Tier-2 technical support via email, phone, and live chat, resolving hardware and software issues with high client satisfaction. Administered Microsoft 365 accounts and managed license assignments.

Knowledge Base Documentation Microsoft 365 Microsoft 365 Admin Portals Root Cause Analysis Documentation Troubleshooting