Account Management Client Success

BRIAN SCOTT KERR

BA, BPA, BSA, PM, CSM, CSF

*********@*****.*** 419-***-**** Remote Only Butler, OH EST Product Management (PM)

Analyze Financial Services Products to identify automation delivery opportunities based on stakeholder requirements engagements Product Improvement

Recommend improvement to raise stakeholders satisfaction and revenue Content Management Systems (CMS)

Consistently delivers creative solutions to meet stakeholders needs by identifying business requirements and transforming them into documented system requirements, Technical Writing, Fluent with Knowledge Base Document Management Systems / Administration Product Delivery Management and Team

Leadership in All Regions of the World

Improve the Product to Raise Stakeholders

Satisfaction Increasing Revenue

Enterprise Content Management (ECM) /

Search Engine Optimization (SEO)

Document Once / Solve Many

Databases / Tools: Access, SQL Server, Oracle RDBMS, PL/SQL Plus, Application Release Utility ie. GitHub Service Delivery:

Communication:

Cross Functional:

ITSM, Oracle E-Business Suite (EBS) ERP, SaaS, Hosted, On Premise / Cloud / Fusion Translating technical information summarized into plain language for stakeholders to maximize optimal contact center customer service delivery exercising conflict management Fluent working with and leading cross functional teams on projects (HCM, PR, etc.) Developer Tools: Workflow Builder / XML Builder, Reports Builder, Crystal Reports, SQL Developer, Dream Weaver, PHP, Snagit, Snip & Sketch

UAT Testing: User Acceptance Testing on internal/external products prior to release / launch Diagramming Tools: Visio used for creating Business Process Maps, User Flows Analytics/Metrics:

Methodologies:

Collaboration:

UX/UI:

Requirements Elicitation:

Product Owner:

User Stories:

Continuous Integration:

Contact Centers:

Defect Tracking:

Data Analysis:

Business Case Cost:

Content Management:

Team Management:

Delivery Management:

Product Management:

Project Management:

Oracle Analytics like Tableau on KPI opportunities for stakeholders & business Agile, Scrum, Waterfall, Continuous Improvement (CI), SDLC, ODM – Oracle Diagnostic Methodology

MS Teams, SharePoint, CISCO WebEx, Zoom, Slack

Solid focus on stakeholders experience to ensure maximum efficiency is derived Gather stakeholder business requirements BRD, FRD / project artifacts for meeting business needs translating to team or development for business continuity Daily management of 8 to 15 user stories with global stakeholders Requirements gathering & use cases documented based on stakeholder needs Focus on continued business change that meets the needs of the stakeholders Global contact center management, ticketing systems, escalations, monitoring gaps TFS, Oracle Bug like Github/DevOps used for defects and product enhancements Analyze data running selects, scripts, and sql developer from the table level for issue identification, development of data collection flows for analysis Draft business case cost impact for stakeholders to validate business improvements SharePoint, Confluence, Enterprise Content Management Systems (ECM). Experienced setting up, managing content systems, technical writing, css applied to content, content conversions, content folders/groups, html development, product marketing, automated archiving, migration, social media, training users on creating content, enhancing findability, publication with an ITIL mindset, Google Docs Fluent team management leading projects in all regions of the world Seasoned managing needs to corporations from a global team perspective Managing products to maximize customer satisfaction and increased sales revenue Used many Oracle project management Reporting Tools similar to Tableau, Kanban, Trello, JIRA for analysis. Knowledge of servant leadership, Stake holder management, facilitation, scope management, Power BI Desktop, conflict resolution, continuous improvement, increasing transparency. Fluent applying Lean Six Sigma Methodology, Passion building and executing adaptive processes, advises team on organizational awareness to understand business changes and potential impacts FOCUS

Focused on helping the business service delivery with innovative integration improvements from continuous product analysis thinking outside the box doing things differently with greater value, project management, project coordination, and known problematic areas to benefit resulting in increased sales revenue. I have a profound passion for improving all aspects of the business. Fluent with customer facing roles of Product/Project/Program Manager, IT Manager, Client user service support, Help Desk, Service Manager, Team Management, User Acceptance Development and Testing, Requirements gathering, Short and Long term planning, Conflict management, Growth Engine growth, Sustainability, Process Improvement, End User Customer Technical Support, Enterprise Software, Service Delivery Management, User Interface UI, User Experience UX, Customer Care, Development of financial models that exceed business needs with a growth mindset, Customer Service Management, Incident Response, ERP Implementation & Transformation, Business Process Management, Scope Management, FINOPS, System Design, System Transaction Processing, Drive to automate manual processes reducing human error, Business forecasting and future planning, Quality release management, Knowledge / Content Specialist, Standard Operating Procedures, Cost/benefit analysis of alternatives, LMS Platforms, Help Desk, call center management, contact center grooming management, web applications, operations management, end user support and training, global backlog management, and Gap Analysis delivering continued customer success management engagements. Efficient with defining business process requirements, process improvement re-engineering, optimization, continuous focus for return on investment, business continuity, service coordination, technical coordinator, continuous focus on business improvement development, project manager, product analysis, data analysis, system analysis, project coordinator, Fluent working with internal / external customer facing teams, Build -vs- Buy, service desk, Use of API's, script development, Systems design, focus with a curious mindset, testing and implementation, Global account management, monitor patching to reduce vulnerabilities, quality assurance, cost benefit analysis, go to market

(GTM) efforts, continuous growth mindset, finops, research alternatives, perform root cause analysis (RCA) on products to develop improvement recommendations and enhancements using RCA tools, dashboards, implementations, driving solutions, gain consensus, test to confirm, and implement solutions for specific business go to market needs for private, local, state, and federal organizations. 23 years analyzing and gathering stakeholder requirements developing FRDs & RFPs for meeting business needs/requirements to develop and implement customized solutions, research management, process automation, increasing revenue, optimize financial performance driving growth and provide alternative solutions from product or program backlogs within contact centers continuously delivering customer success using data visualization tools like Tableau. Document As-Is To-Be processes, Fluent managing and exceeding business KPI's. Data analysis with sql. Global team supervision, peer & team training and development, analytic accounting, leadership management, conflict management, mentoring, and reviews. Fluent holding JAD sessions with stakeholders. If you're seeking one who will dedicate oneself to the business, juggle multiple projects, maximizing all outcomes, please reach out to me as I will strive daily to improve the business. Familiar with data visualization and CRM tools. Prior to Oracle, worked with Osceola County Government IT experienced with legacy IBM mainframe batch processing, JCL, CICS, VSE, VTAM, and AIX applications. User Story examples I created:

1. As a customer, the system shall validate using credit cards and cashier’s checks, so users have more spending options.

2. As a website visitor, users won’t need to click more than once to get to the order page from any other page on the site, making easy access to place orders.

3. For application users, the system shall record all mouse clicks that are very fast, so it can be identified where those clicks occur.

4. As a system user, the system must be user friendly, so it simplifies the user interface. 5. As a sales user, there's a need to see contracts expiring within 90 days, making it easy to address contracts expiring within that period.

6. For system users, Adobe Acrobat must be installed, so PDF files can be opened as needed. 7. For applicants, all will be provided a personal identification number (PIN), so applicants can use them as needed. PROFESSIONAL EXPERIENCE

CyberCloud IT Service, New York, NY 6/24 – Present Customer Service Officer – Butler, OH

A primary point of contact between the business and stakeholders. The role involves handling inquiries, resolving complaints, and ensuring that customers have a positive experience with our products and service delivery. Daily customer success is the forefront of the role. The primary objective is to maintain high levels of customer satisfaction, which is essential for the retention and growth of our client base.

● Revamped the present document detailing the role for Customer Service Officers

● Recommended to not limit the use of the telegram application for employees and develop an internal system that documents all Customer Service Officer collaboration to streamline existing practices that would increase team knowledge transfer for the business at all levels

● Recommended the system should include email and chat capabilities that captures all information associated to interactions with stakeholders not limiting all collaboration to the telegram application only and to allow corporate visibility and reporting of all interactions

IT Concepts Inc. (ITC), Vienna, VA 1/23 – 8/23

Mid-level Business Analyst - Federal Personnel and Payroll System (FPPS) – Butler, OH Contracted to provide Mid level Business Analyst consulting support on federal programs providing team leadership / project management (PM) on projects delivered before end of contract within budget for customer success. Team member responsible for supporting the federal government U.S. Department of the Interior ERP with developing roadmaps and business investment cases in support for a future state cloud migration IT modernization effort for HR and PR from a legacy IBM mainframe.

● Identify and communicate with key stakeholders providing customer service

● Gather, review, analyze business and industry data, including KPIs, financial reports and other key metrics using data analytics tools

● Liaise between various business departments and groups delivering customer success

● Assess options for process improvement / re-engineering, including business process flow modeling with bpn / mapping in visio

● Maintain documentation regarding various projects, processes and operations

● Identify and assess cutting-edge technologies for future business continuity

● Identify cost estimates and variables for initiatives with varying funding scenarios (small, medium, significant)

● Develop timeline estimates to complete initiatives based on variables (funding, resources, etc.)

● Development of Current and Future state IT modernization operations roadmap documentation for a SAAS cloud migration with multiple vendors meeting their TOM with OCM and Fed-ramp compliant

● Content Management Document Reviewer using SharePoint, Office 365 M365

● Requirements gathering for U.S. Department of Interior HR and PR teams to modernize existing systems with business needs delivering state of the art systems creating user stories on them

● Business process mapping in visio on existing payroll and hr processes with recommended improvements

● Daily stand up

● Involved in development of a Business Continuity Management for the Department Of Interior's future state

● Identified core needs for development of an Issue Tracking System for ITC to leadership

● Identified core needs for development of a Project Tracking System for stakeholders with ITC and participating consulting firms to leadership

● Identified core needs for development of a knowledge management system to ITC leadership from a design thinking workshop Revenue Solutions Inc., Pembroke, MA 11/21 – 8/22

Principal Solutions Engineer – Butler, OH

Provide senior-level implementation support services and subject-matter expertise to RSI clients on IT consulting engagements. Primary areas of responsibility include leading requirements definition and harvesting sessions, developing functional user design documentation, developing technical design specifications, providing development oversight, writing and executing testing plans, providing implementation support, running training sessions, content management admin, Jams Enterprise Job Scheduler, Office 365 M365, Azure, SharePoint, Agile Scrum

● Developed a base design for a ticketing system for MS Teams Foundation Server (TFS) to service the state of Rhode Island with team members and Azure operations

● Daily stand up

● Developed an Azure Support Process that detailed supporting users, collaborating with team members, and Azure operations

● Developed notification templates to collaborate with Azure operations and Rhode Island end users

● Developed an escalation process addressing Azure needs with team members and Azure operations

● Used Sql Server client in Azure to monitor data volumes in tables

● Familiar with installing and use of the Azure Virtual Desktop Integrator (VDI) client

● Familiar with configuring the VDI client with applications available on the network

● Revised the Azure Virtual Desktop setup document to include helpful tips and added a Troubleshooting / Use section

● Revised the new hire startup guide from obsolete items to raise the efficiency of onboarding and added present items

● Revised the triage process document for ease of use and included all L3 team members

● Managed Jams job processing for the state of Rhode Island logging bugs on failures as needed and maintained a problem/solution log on them

● Managed an MS Teams chat for the state of Rhode Island who addressed production issues triaged with L3 team members as needed performing technical writing on reported issues

● Identified many old TFS items that were never closed and recommended to review and close what's obsolete NOTE: My product delivery role with the Oracle Corporation using Oracle Financials enterprise applications operations as a business analyst with the Application Technology Group infrastructure specialized with setup and configuration of Concurrent Processing/Managers, reports, Coreadmin, Workflow/Mailer, and software use including API's, troubleshooting, legacy migration support, use of internally developed project management tools, implementing Agile principles for continued product improvements with development, content management lead, KCS, content mockups, develop and email monthly newsletters, customer onboarding, search engine optimization (SEO), seo tools, global team technical support management and ticketing systems like JIRA, Zendesk, ServiceNow, helpdesk, managed service provider (MSP), social media, blog, service desk, Quality Management Systems, technical support, systems analyst, research management, administer customer service, CRM software, customer service management, quality control, customer experience platform development, performance reviews, business data reporting, big data, SSRS, business intelligence, account management, customer relationship management, incident response, product management, queue management, backlog management, ebusiness, fusion, cloud, IP Telephony, Wiki creation and management, email marketing, market launches, time management, team management, website management, stakeholder requirements engagements / customer success management triaging issues as a product owner using global contact centers. As a contact center lead, trained, tested, debugged, developed testing exercises for UAT use case workshops on many internally developed contact centers to report improvements on from upstream and downstream perspectives. Administered My Oracle Support web based platform that stakeholders used for documentation, research, chat, and logging service requests. Administered Internal Support Portal like Google Suite that Oracle employees used documentation, research, test cases, chat, and logging service requests. Analytic reporting providing a birds eye view of the contact center service desk environment on opportunities for global teams allowing for strategic business workflow process improvement analysis and planning on new implementations including implementation management. Business Analysis, QA testing product validation, retention, data masking, application integration, continued new or existing feature improvement recommendations with the business, incident management, service level agreement (sla) management, cost benefit analysis, client software installation, system configuration, stakeholder and employee interviews / training lead / supervision / managed services / team management, team development, phone, and metrics monitoring delivering the highest level of stakeholder leadership in collaborative customer support developing quality reporting to reflect opportunities. Experienced developing global contact center / call center automated data collection processes for products that captures data and requirements. During my Oracle tenure, I've worked with many corporations who performed data migrations with their financial data into the Oracle database for data analysis. Active directing team management, reviews, interviews. Cross functional working with all product teams, sales, upselling, and marketing teams as well as directing communications with senior VP level members in support presenting business measurements and proposal writing with target goals, Fluent working with KPIs, and system design. Continuous focus on automating manual processes to reduce human error. Fluent working with commercial and federal agencies: General Electric, Amazon, Army, Navy, Marines, Dell, KPMG, Google, New York Stock Exchange, Deloitte, Facebook, Progressive, Dairy Queen, J.C. Penny, PWC, Bank of America, Arrow Electronics, Cisco, Motorola, Zoom, Intuit, Ebay, etc. Oracle Corporation, Redwood Shores, CA 7/17 – 7/20 Principle Business Analyst / PM / Product Support

Subject Matter Expert communicating with customer service support and stakeholder leadership implementing Agile principles in a global product support contact center including hosted managed services/ incident management to manage projects with associated content creation as well as managing content from a global scale, analyze reported software incident problem delivery management and develop solutions for them or log product defects/improvements with development as necessary including requirements gathering and documentation for user stories. Experienced Global Team Leadership / Product - Project Management / Customer Care / Service Delivery Management working with all EBS / ERP (Cross Functional HCM, PR, E- Procurement, General Ledger, etc.) delivering customer success, Delivery of workshops for stakeholders on products. Product teams to help identify the root cause on reported financial problems with a heavy use of SQL selects for data management. Experienced with application customization and change management, Team Supervision, Regression Analysis, Data Analysis, Test script development, Requirements gathering for meeting business requirements. Consistent product review for opportunities of improvement with a focus on operational metrics on account management. Manage escalations and business operations management for global account management. Use of mobile applications, implementations. Experienced managing Global Knowledge Management, WIKI development & management, QA testing, Business Improvement Continuity, and Requirements Analysis. Focus on automating manual processes to reduce errors. Continued recommendations using the latest product releases for improved products resulting in increased sales, Use of application API's. Focus on KPI's and Metrics for business health to improve the TOM with OCM. Migration from on-prem to Cloud.

● Provide business analysis support for customer projects and implementations that include requirements gathering, success criteria, milestones, and following best practices facing from 8 to 15 different customers daily. An example would be associated to degraded processing for a product with analysis performed to recommend improvements with the use of developed test scripts

● Review of existing business processes and mapping out recommended re-engineering improvements for them

● Community manager of multiple customer communities providing critical updates, knowledge sharing, customer collaboration

● Requirements gathering and user story creation based on the needs of the stakeholders with customization's

● Use of multiple custom quality management systems to ensure business quality metrics are met for all areas of the business

● Test cases exercised to validate and document product functionality

● Data storage management running selects on tables identifying large volumes impacting performance

● Reviewed analytics data reporting daily to identify products with high volume metrics to analyze opportunities to reduce them. This also helped identify analysts where help could be provided on their workload

● Manage customer needs reducing escalations to maximize customer success and satisfaction by actively listening

● Consult with peers to provide the best practices for customers needs with process improvements

● Business / Product implementation analysis performing root cause analysis with manual testing for corrective actions on incidents that occur helping raise the efficiency for business processing with Oracle products developing reports and presentations on them

● Global queue management as a product owner maintaining the needs of stakeholders

● Submitted many requests for proposal on business improvements to leadership

● Used Sql selects to monitor data volumes in tables

● Participated in the development of product analyzers Artificial Intelligence (AI) that are sql based HTML ETL scripts that analyzes specifics of a system providing recommended corrective action using AI with system validation. This effort started with 4 separate sql scripts that evolved into a crisp HTML data reporting tool customers run to identify the health/recommendations of the product.

(HTML scripting) Global customer adoption was quickly realized on them for use. Worked with the sales and marketing teams on increased analyzer adoption with stakeholders. All Oracle E-Business Suite teams also adopted the development of them for each product. ie. General Ledger, Accounts Payable, etc. The following are two that I worked on: https://blogs.oracle.com/ebstech/check-workflows-health-with-workflow-analyzer https://blogs.oracle.com/ebs/new-ebs-report-manager-analyzer-is-now-available

● Provide recommendations to senior management on improving business processes

● New product testing for feedback prior to release

● Engage with product development to log bugs / enhancements as needed to improve the stability of the product

● Assessed, tracked, and reported project activities, status reports, and project performance to senior leadership team and project managers

EDUCATION

Thrival Skills for the Age of AI Webcast 8/2025

Every Salesforce Product https://www.youtube.com/watch?v=nugMAWo6jS4 5/2025 Google's AI Course for Beginners https://www.youtube.com/watch?v=Yq0QkCxoTHM 2/2025 JIRA training https://www.youtube.com/watch?v=GWxMTvRGIpc 1/2025 Tableau training https://www.youtube.com/watch?v=tNLp_JVipoQ&t=68s 1/2025 ServiceNow training https://www.youtube.com/watch?v=MsUtp2ggmdE 1/2025 Kanban tutorial https://www.youtube.com/watch?v=7MDWfAsrrtw 1/2025 Trello tutorial https://www.youtube.com/watch?v=geRKHFzTxNY 1/2025 Confluence training https://www.youtube.com/watch?v=8KSYL75ZI9A 1/2025 BI Publisher training https://www.youtube.com/watch?v=TK7KYaCEGZU&list=PLqJDPnuFRz_oA0qERDUeTkKJ8Pg8Ed55D 1/2025 Bachelor of Computer Science, Florida Metropolitan University, FL 1995 – 1998 Agile Scrum Fundamentals, VMEdu Inc. 2020

Agile Scrum Master, VMEdu Inc. 2021

Agile Crash Course, udemy 2021

Oracle Database Administration training - Florida Institute of Technology, FL Oracle SqlPlus training - Florida Institute of Technology, FL Oracle SqlPlus training - Oracle University, FL

Oracle Application Performance Tuning - Oracle BDE, FL Oracle Workflow training - Oracle BDE, FL

Solaris Administration - AISG Education, FL

Solaris Shell Programming for System Administrators - AISG Education, FL Basic programming, Dbase 3+, Mid Florida Technical Institute Orlando, FL CERTIFICATIONS

Certified Scrum Master, VMEdu Inc., 1/21

Certified Scrum Fundamentals, VMEdu Inc., 12/20

Agile Crash Course: Agile Project Management; Agile Delivery, udemy, 12/21 Certifications available from https://www.linkedin.com/in/brian-kerr-a793841b2/ SECURITY CLEARANCE

Public Trust working with the Federal Department of Interior, 1/23

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