Manager/Technical Support

BRET LYNN HON

480-***-**** **** E Claxton Road, Gilbert, Az 85297 ****@***.***

Experience in Management and Technical Support

Experience in Management of Customer Support, Troubleshooting, and Technical Experience: Customer Support Manager for Multiple products

Clientele Management/Support

Product Knowledge Training

Scheduling & Implementation of Software

Knowledge of Microsoft Office (Excel,

MSWord, MSProject Management, Visio, etc.,)

Experience in Management and Technical Support

Credentialed and Effective professional with a reputation for project management and effective use of resources – team members or knowledge expertise.

Knowledge of principles and processes for providing Customer and Personal Services. This included Customer needs assessment, meeting quality standards for service, and evaluation of Customer Satisfaction

Communicating with people outside the organization, representing the Support Organization to Customers, the International Support Teams, and during Conference presentations. This information was exchanged in person, in writing, through Customer site presentations, by Conference calls, or through e-mail.

Generated quick help guides and utilized team members to manage, present, and provide quick Help Guides to Customers for Frequently Asked Questions (FAQ’s). Performed in-house training that helped customers feel confident about the product and presented the training at Customer Conferences as an expert Product User. Was responsible to hire, provide training, for multiple Support departments and worked with each associate to maintain their expertise and went to upper management to get them the required training in house, at Conferences, or in seminars.

Work Chronology

Broker/Agent/Producer, Symmetry Financial Group, Swannanoa, NC 2017-Current Sr. Support Technician, Bret Lynn Hon, LLC., Gilbert, AZ 2017-Current Sr. Technical/Support Analyst, Retail Process Engineering, Tampa, FL 2015-2017 Sr. Support Manager, JDA Software Group, Scottsdale, AZ 1998-2015 Sr. Technical Support, American Stores Corp. (Albertson’s), Salt Lake City, UT 1995-1998 Sr. Technical Support, Computer Guidance Corporation, Scottsdale, AZ 1995-1998 Sr. Technical/Business Analyst, Arizona Physicians, IPA, Phoenix, AZ Prior Business Exp Education and Certification

Accident, Health & Life License……. (Arizona (2017, renew 2021) & Utah (2018, renew 2020) Lean & Six Sigma Certification – Green Belt 2014 College Courses in Computer Science and Business Administration (60+ hrs.) High School Diploma, Mountain View High School, Mesa, AZ Programming Skills (RPG IV/ILE, SQL, DBU, CLLE, Query 400, Subfiles, etc.)