Client Services Help Desk, call center

Brian Guilford

Marion, IA 319-***-**** ad044g@r.postjobfree.com

Brian Guilford LinkedIn

Experienced Team Leader, Supervisor, Client Services Manager, & Coach Provides precise advice & service to complex problems, needing an integrated solution. Brings a unique combination of accuracy, intuition, & good people skills. Able to provide strengths in both the people side & the technical side of projects & operations. Shows the rare ability to be both friendly & argumentative (when needed), & able to use humor to either break the ice or defuse a tense situation. Demonstrated ability to handle people with patience & demonstrate high technical competence in your area of expertise. Persuades others by demonstrating personal competence & encouraging others with a sense of optimism. Count on me to be rather friendly & easy-going in interacting with others. PROFESSIONAL EXPERIENCE:

Symmetry Financial Agent, Marion, IA 2022 – Current Licensed Insurance Agent

Explains various insurance policies, options and products to potential & existing clients; guides clients in selecting coverage to best meet their needs.

Suggests modifications & updates to clients’ existing insurance policies.

Builds customized insurance policies & packages to meet client’s needs. Aegon Asset Management, Cedar Rapids, IA 2022 – 2022 Procurement & Vendor Management – contractor (6 months)

Supported review processes for IT Architecture, & Information Security.

Assisted in Completion of data privacy impact assessment (DPIA).

Performed analysis & negotiated any gaps in contractual terms required by the key requirements within the Third-party Risk Management (TPRM) Policy.

Engaged with the Information Security team to conduct a more detailed Due Diligence assessment of the risks associated with the service / goods being provided by completing the Inherent Risk Assessment.

Carefully evaluated contract potentials with 3

rd

party providers for high impact service relationships.

Managed completion of the Materiality/Strategic Impact assessment, value focused for enterprise impact.

Cloud Outsourcing Assessment, to help navigate international regulatory needs & compliance for tailored services to specific needs.

Devised enterprise cloud data strategy for integration, & retention of all operating systems data for structure, & integrity.

Managed Software application tech debt, & evaluation for obsolescence, for enterprise security & support.

CRST International, Cedar Rapids, IA 2021 – 2022

Help Desk Manager

Oversaw Solution Delivery Processes & help to best develop the Help Desk Team.

Reduced Incident ticket response time by over 50% & average Resolution time by 33%! (In sec/min.)

Reduced Average speed of answer (ASA) by 40% (In sec/min.)

Developed the Knowledgebase from barely used to having hundreds of documents for both internal technology teams & customer use.

Developed relationships with both IT & business leaders to increase trust & belief in the Service Desk. State of Wisconsin Investment Board (SWIB), Madison, WI 2020 – 2021 Help Desk Manager

Increased SLA attainment in first response from 60% to over 90%.

Increased SLA attainment in Resolution from 68% to over 90%.

Developed the Knowledgebase from barely used to having hundreds of documents for both internal technology teams & customer use.

Developed relationships with both IT & business leaders to increase trust & belief in the Help Desk. Kohl’s Department Store, Cedar Rapids, IA 2019 – 2020 Customer Service (Part Time & Seasonal)

Ensured the highest level of service for customers purchasing, returning, or exchanging products.

Worked quickly to establish rapport with customers, & Co-Workers.

Engaged with frustrated customers to ensure they are taken care of & end the engagement as happy with their experience as possible.

Aegon/Transamerica, Cedar Rapids, IA 2007 – 2020

AGT Cloud Transformation Team/Cloud Capability & Design (2016-2020)

Transformed AGT (Global technology support) into a cloud-based organization by: creating a framework to move cloud services into the AGT service portfolio, enhancing the AGT foundational infrastructure & processes to be cloud enabled & enabling AGT & our customers to leverage cloud services.

Created a service formalization process from scratch to enable our business lines to leverage cloud services & move more quickly to cloud-based technologies in AWS & Azure, securely & in a manner which was supported by our IT teams more effectively.

Successfully released over 20 services across numerous platforms by leading this process & a diverse multi-national group of individuals from over 20 different teams.

Proposed & created a cloud/DevOps training & certification program for our division, which has led to almost 80 individuals with over 100 certifications, up from 7 individuals with approximately 10. Team Lead Client Service Manager 2011 – 2016

Managed Client Service Support Team & lead the Client Service Managers. Led & supported our internationally dispersed team in escalations, time management, tasking, & guidance through several key processes.

Developed, delivered, & marketed internal services within the Aegon Global Technology (AGT) Service Portfolio to include Web Services, Identity Management, & Global Systems Support.

Worked collaboratively with globally disbursed customers, engineering, & operations to establish service roadmaps that align with customer needs & Aegon’s cloud & digital strategy.

Developed & managed relationships with key business contacts at all levels, inclusive of building relationships as well as frequently communicating activities, escalations & service capabilities, & expectations of AGT. Supervisor, Helpdesk 2011 – 2016

• Managed 23 Helpdesk staff including hiring, performance appraisals, compensation, resource allocation, development, training, & day-to-day administration.

Trained, coached, developed, managed, & motivated staff to achieve individual, departmental, & divisional goals, to move them along their desired career path.

EDUCATION & PROFESSIONAL DEVELOPMENT:

Mount Mercy College, Cedar Rapids, IA. (B.S.) Bachelor of Science, Computer Information Systems 2003 SKILLS & TALENTS: (From Attribute Index 1.12.2022 & Work experience) Evaluating, Correcting, Leading & Developing Others Problem & Situation Analysis Sensitivity to Others Realistic Expectations & Goal Setting for Others Consistency & Reliability Servant Leadership Relating to Others Concrete Organization Practical Thinking Seeing & Solving Potential Problems Understanding Attitude & Motivational Needs Attitude Toward Others Empathetic Outlook MAXIMIZERS: (From Attribute Index 1.12.2023)

Integrating systems w/human resources Organizational & human resource development Big Picture Thinking Applying systemic thinking to humanistic resources or needs Respect for policies Understanding people

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