Eric Klipp

Senior Technical Account Manager

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.

ZendeskDeveloper Portal GovernanceDefect ReproductionQA CollaborationSQLData AnalysisClient OnboardingEnterprise Account ManagementTechnical EscalationRisk Management

Manager of Field Engineering

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.

Tier 3 SupportEscalation ManagementeDiscoveryForensic ReviewSQL ServerWindows ServerIIS7Project Management

Network Specialist

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

Server InfrastructureSonicwallNetwork SupportTroubleshooting

Desktop Services Technician

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.

TrackITRemedyTicketing SystemsSLA ComplianceIT Support

Special Agent

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

Server SolutionsCustomer ServiceTechnical Sales

Data Specialist / Assistant Database Administrator

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

Data ProcessingList ManagementDatabase Administration

Technical Support / Consultation Queue Technician

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

Technical SupportCustomer ServiceMentorship

Senior Computer Consultant

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

Network SupportIT ConsultingPublic Computing

Partner Manager

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

Technical Account Manager

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

Computer Technician

Performed computer repair and technical support duties.

Senior Helpdesk Specialist

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

Developer Support Engineer

Provided developer support and technical assistance for Vivox products.

Double Agent

Provided technical support and services for clients.

Cluster Support Team

Provided support for public computer clusters.

Customer Service Rep II

Provided customer service and technical support to clients.