Gerard Judice Jr

Versatile IT professional with a track record spanning technical support, systems engineering, and client-facing account management. Known for a proactive approach to troubleshooting, strong relationship-building, and the ability to translate technical solutions into business value. Comfortable working across help desk, infrastructure, and account management functions with a consistent focus on service quality and client satisfaction.

Currently seeking new opportunities in IT and account management

Account Manager, Overview Technology Solutions Jan 2025 – Feb 2026

• Managed a portfolio of IT accounts, driving revenue growth through contract renewals and service expansions.

• Served as a trusted advisor to client stakeholders, leading monthly business reviews to assess service delivery, ticket resolution quality, compliance requirements, and IT roadmap priorities.

• Identified at-risk accounts and implemented targeted retention strategies to maintain high satisfaction and contract value.

• Collaborated with engineering teams to scope cloud, infrastructure, and managed service
• solutions with accurate timelines and cost projections.

• Maintained accurate account records, forecasts, and documentation in ConnectWise Manage.

• Streamlined account management processes to improve team efficiency and client outcomes.

• Triaged and resolved high-volume help desk tickets across a multi-client environment, maintaining SLA compliance and operational efficiency.

• Diagnosed and repaired hardware and software issues across Windows and macOS environments. Responded to client issues via phone, email, and chat with a high standard of professionalism and urgency.

• Collaborated with vendors, management, and IT staff to support the seamless deployment and maintenance of client systems.

• Ran structured diagnostics and troubleshooting workflows tailored to each client's unique environment.

• Led and coached a team of 8+ agents on technical best practices, service standards, and GeekSquad protocols.

• Handled escalated customer issues involving complex hardware, software, and repair scenarios.

• Oversaw daily operations, ensuring consistent delivery against departmental KPIs and performance goals.

• Communicated team objectives and company updates clearly and consistently to staff.

• Provided in-person technical support and troubleshooting for Windows and macOS systems.

• Conducted high-precision hardware diagnostics and repairs on iOS devices in accordance with Apple service standards.

• Produced detailed intake reports for repair agents documenting identified hardware and software issues.

• Coordinated a high-volume appointment system to minimize client wait times and maintain workflow efficiency

• Generated nearly $1M in Verizon mobile sales through needs-based consultations, upselling, and customer retention.

• Partnered with leadership to define sales objectives and KPIs, consistently aligning team efforts with growth targets.

• Engaged customers with consultative selling techniques to match products and services to their specific needs.

Computer Technician Networking Specialist Diploma Jun 2021 – Jan 2022 Hunter Business School - Levittown, NY