Customer Service Manager

Brian P. Tillotson

**** ******** *** #***

Eugene, OR 97408

Phone 415-***-****

****************@*******.***

Summary

Innovative, thoughtful, independent problem solver with a proven history of finding optimal solutions to challenging situations. Consistently finds new methods to improve quality and experiences for end users while ensuring that their expectations are exceeded. Recognized for consistently handling multiple, involved tasks while providing detailed, concise, and easily understood updates and summaries to the stakeholders. Also recognized for consistently handling difficult customers and resolving the situation with a positive outcome. Over 10 years of systems administration and technical support experience in a variety of environments along with15 years of customer service and support ranging from individual users to large corporations and departments of the government. Able to communicate effectively with non-technical customers and provide resolutions that were above expectations.

PROFESSIONAL EXPERIENCE

Symantec, Springfield, OR 2011 to 2014

Sr. Technical Support Engineer

Managed technical and behavioral interviews for new hire candidates; expanded team from 5 to 17 employees in less than 6 months

Provided assistance and training for other team members; reduced costs associated with formal training classes

Led team in all areas including cases taken, cases closed, and customer satisfaction

Team lead for the FL encryption team in Springfield; allowed management to focus on other areas that needed attention

Developed & standardized case handling procedures and training for new hires; decreased training time of new hires from several months down to 3 weeks

Managed a large volume of cases and consistently received positive feedback from customers; improved customer retention and minimized escalations

Responded to duty manager requests and ensured response times were as quick as possible; minimized the negative impact on customers and provided an immediate point of contact to work with to resolve their issue

Point of contact for internal teams needing assistance related to encryption products

Creation and review of knowledge base articles; ensured that available information was accurate and up to date for both customers and internal users

Monitored case queue and ensured cases did not miss service level requirement; reduced the average waiting time for customers

Frequently requested for special projects and sensitive cases which were resolved quickly and to the customers satisfaction; reduced customer escalations and improved customer retention

Reviewed cases and provided feedback to team members; minimized errors and complaints from customers as well as improved overall team performance and communication

Assisted customers in developing deployment plans for installations and upgrades for their encryption servers; minimized the impact on their environment and business productivity

Kabira Technologies Inc., San Mateo, CA 2005 to 2009

Network Administrator

Supported 150 users and 250 systems and servers for developer of enterprise software

Responsible for server maintenance and upgrades

Supervised all company e-mail accounts

Performed backup/restore procedures, and network monitoring and optimization

Built and installed new server systems. Installed user applications including Microsoft Office applications and operating systems, Adobe Acrobat, Adobe Creative Suite, Symantec Anti-virus, and Cisco VPN Client

Provided remote assistance for offsite users; provided technical support for international offices

Configured and updated published applications on all deployed systems

Administered SQL Server database, Windows Vista/XP, and Cisco Call Manager VOIP phone system. Created WIKI pages for corporate intranet

Provided user training and help desk support

Managed user accounts and information

Managed inventory and hardware deployments

Scheduled and managed sever updates with minimal impact to business activity

Evaluated, acquired and deployed new equipment and systems

Consolidated multiple domains

Installed and implemented Microsoft Exchange Server into an existing environment

Installed and managed Citrix, anti-virus, SQL, Blackberry, and multiple Windows domain servers

Installed and configured Microsoft Navision finance application

Relocated datacenter of 200 servers in less than 48 hours; completed with no negative impact and without effecting users during normal operating hours

Successfully migrated all employees for the North America office to a new location without any damage or loss of equipment

North Bay Computing, Novato, CA 2002 to 2006

Owner

Custom built computers and system upgrades

Performed database design and customization, Linux/Windows installation and maintenance, network design and administration, Windows Server administration

Provided computer and application training

Analytical Sciences, Petaluma, CA 2000 to 2002

Systems Administrator

Responsible for computer system maintenance and management of internal network systems and security for an environmental laboratory.

Designed and developed inventory tracking database for environmental samples and corresponding testing procedures and final analysis results.

EDUCATION B.S. in Information Technology, University of Phoenix, Novato, CA

PROFESSIONAL Microsoft Exchange 2007 Certification Course

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