Sherman Stephens
Jackton,SLK
Summary
Dynamic and results-oriented Technical Account and Implementation Manager with over 15 years of comprehensive experience in IT solutions, customer success, and project management across diverse industries. Expert in leading the integration and implementation of technology projects, enhancing operational efficiencies, and driving customer satisfaction and loyalty. Demonstrated success in managing key accounts, developing strategic partnerships, and delivering on complex technical requirements. Adept at troubleshooting, team leadership, and fostering collaborative relationships between cross-functional teams and stakeholders. Proven track record of achieving significant revenue growth and operational improvements through effective management and innovative strategies. Committed to leveraging technical acumen and business insights to drive the successful adoption and optimization of technology solutions. Seeking to contribute a blend of technical expertise, strategic planning, and client management skills to a forward-thinking company.
Overview
13
13
years of professional experience
Work History
Technical Account Manager, ITAM
Trustmarque
08.2022 - Current
- Enhanced client relationships by using effective communication and trust-building strategies
- Improved process efficiency by implementing streamlined RPA product integration
- Promptly resolved client issues and provided regular service updates to ensure satisfaction
- Showcased problem-solving skills through accurate documentation and sound decision-making
- Successfully collaborated with team members, stakeholders, and clients to achieve goals
Customer Success Manager
Shastic
04.2021 - 08.2022
- Enhanced client relationships by using effective communication and trust-building strategies
- Improved process efficiency by implementing streamlined RPA product integration
- Promptly resolved client issues and provided regular service updates to ensure satisfaction
- Showcased problem-solving skills through accurate documentation and sound decision-making
- Successfully collaborated with team members, stakeholders, and clients to achieve goals
COO
Coffee on the Run
01.2017 - 01.2021
- Co-founded and operated a successful mobile coffee truck business, securing two permanent local sites and establishing a daily presence at major companies like Amazon and Wells Fargo
- Developed a strong market presence, receiving invitations to serve at various events with a diverse menu of locally sourced coffee and baked goods
- Achieved a 50% revenue increase in the first three months and 65% growth within six months through strategic planning and exceptional customer service
- Managed and trained a team in barista skills and customer service excellence to promote quality and efficiency
- Oversaw daily operational planning for site selection, service duration, and logistical coordination to optimize business performance
- Handled financial management, budgeting, transactions, and inventory controls to streamline operations and reduce waste
IT Operations Analyst I
TD
01.2017 - 01.2019
- Managed resolution of software, OS, and hardware issues with a 90% first-contact resolution rate
- Diagnosed authentication problems using Jira and Tableau for effective issue resolution
- Enhanced troubleshooting skills and team performance through advanced training and workshops
- Implemented efficient escalation processes for resolving complex technical issues
Implementation Specialist - Integration Analyst - Image Conversions
Fiserv
01.2011 - 01.2017
- Led the creation and implementation of a cutting-edge foldering system to streamline document management operations
- Key contributor in converting document images to CSV files for smooth integration into banking databases
- Developed and executed "train-the-trainer" programs to promote automated document management system adoption in various bank branches
- Worked collaboratively with bank personnel and IT teams to improve document processing and scanning station effectiveness
Education
Bachelors of Science - Marketing
Indiana University
Associate of Science - Information Technology
Bowling Green School of Technology
Skills
- Software Development
- ITIL Framework
- Information Security
- Data Analysis
- CRM software proficiency
- Continuous Improvement
- Decision-Making
- Technical consulting
- Product Development
- SharePoint Administration
- Business Analysis
Websites
Job Preferences - Important Factors
Communication is a top priority. I value open dialogue within the team and throughout the entire company
Work Preferences - Important Factors
Create synergy, harnessing diverse skills for more effective solutions and fostering a collaborative, positive team dynamic
Current Role
Technical Account Manager, ITAM at Trustmarque
Timeline
Technical Account Manager, ITAM
Trustmarque
08.2022 - Current
Customer Success Manager
Shastic
04.2021 - 08.2022
COO
Coffee on the Run
01.2017 - 01.2021
IT Operations Analyst I
TD
01.2017 - 01.2019
Implementation Specialist - Integration Analyst - Image Conversions
Fiserv
01.2011 - 01.2017
Bachelors of Science - Marketing
Indiana University
Associate of Science - Information Technology
Bowling Green School of Technology
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