Joshua Ruiz Aguilar
Account Services Manager
Heredia
Summary
Results-oriented Account Services Manager with over 7 years of experience in client relationship management, technical support, and cloud services. Skilled in strategic planning, service optimization, cross-functional collaboration, and problem-solving. Adept in leading accounts for top-tier companies including VMware, Amazon, IBM, and Omnissa.
Overview
7
7
years of professional experience
Work History
Account Services Manager
Omnissa
01.2025 - Current
- Manage key accounts and drive customer satisfaction.
- Coordinate service delivery and strategic growth initiatives.
- Strategic Planning & Business Development
- Service Delivery & Performance Optimization
- Cross-Functional Team Collaboration ·
- Data Analysis & Reporting
- Resolution & Problem-Solving
Account Services Manager
VMware
Heredia
10.2023 - 01.2025
- Led client relationships and ensured service excellence.
- Collaborated with cross-functional teams to resolve issues and improve operations.
- Conduct regular check-ins, business reviews, and strategy
meetings. - Develop strategies to enhance client engagement and
satisfaction
Technical Support Engineer - Workspace ONE
VMware
05.2021 - 10.2023
- Specialized in endpoint management and EMM solutions.
- Provided advanced troubleshooting and support for enterprise clients.
AWS Technical Support Engineer
Amazon
08.2019 - 04.2021
- Delivered customer support for AWS services and infrastructure.
- Led incident management and cloud optimization efforts.
IT Service Desk Engineer
IBM
02.2018 - 08.2019
- Provided L1/L2 support for enterprise IT systems.
- Managed user accounts, incidents, and remote assistance.
Education
Bachelor of Science - Electronic Engineering
Universidad Latina De Costa Rica
Heredia 05.2001 -
Cisco Networking Program - undefined
Universidad Nacional de Costa Rica
Skills
- Omnissa Workspace ONE / Horizon
- AWS
- Azure
- PowerShell / Bash
- Salesforce
- ServiceNow
- Client Relationship Management
- Problem Solving
- Project Management
- Strategic Planning
- Conflict Resolution
- Data-driven decision making
- CRM software proficiency
Timeline
Account Services Manager
Omnissa
01.2025 - Current
Account Services Manager
VMware
10.2023 - 01.2025
Technical Support Engineer - Workspace ONE
VMware
05.2021 - 10.2023
AWS Technical Support Engineer
Amazon
08.2019 - 04.2021
IT Service Desk Engineer
IBM
02.2018 - 08.2019
Bachelor of Science - Electronic Engineering
Universidad Latina De Costa Rica
05.2001 -
Cisco Networking Program - undefined
Universidad Nacional de Costa Rica
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