Brian Adams Email & Phone Number

Sterling, Va, Us

Address customers' questions or concerns via phone/ web-based ticketing system, providing customer Supports several products across multiple teams to get to the bottom of customer-reported issuesAddresses technical issues and documents appropriate software change requests to remediate defects

Actively participate and execute the operations needed to maintain the product, includingcommunication, deliverables, documentation, within deadlines, including product quality issuesinvestigation and issue resolutionSupport business partnerships to cross-collaboration teams like engineering, customer care, andcontent, and the operations teams to ensure daily operations run most effectivelyCollaborate with appropriate stakeholders to define business requirements for change… Show more Actively participate and execute the operations needed to maintain the product, includingcommunication, deliverables, documentation, within deadlines, including product quality issuesinvestigation and issue resolutionSupport business partnerships to cross-collaboration teams like engineering, customer care, andcontent, and the operations teams to ensure daily operations run most effectivelyCollaborate with appropriate stakeholders to define business requirements for change requests andproduct developments, and prioritize the resulting developments and enhancements including JIRAticket, creation, communication, management, closure, and backlog groomingAdminister and operate development and implementation projects, ensure that all necessarybusiness requirements are included, support test setups Performing the end-to-end business acceptance testing for product changes, market extensions andnew product platformsSecure that product change(s) are listed, documented, communicated, and evaluatedAdminister activity data and manage reporting Show less

Tysons Corner, Virginia, United States

Inquiry Manager responsible for inquiry publishing and prepping-Weekly & Monthly Data Analytics -Key decision maker on content -Diagnostics/ Surveying of clientsSite Admin for VAOQuality Assurance Content Dissemination & Troubleshooting Creates pages/toolkitsCoordinates with directors and develops on stand-upCustomer Care Content Team POCSaba Admin- Learning Management CMS VAO Maintenance

Tysons, Virginia

Produced and sent all VAO client emails in both HTML and Plain Text formatannouncing new publications, upcoming webinars, and other initiatives.Performed quality assurance reviews of all emails (both HTML and plaintext versions) produced prior to issuing. Created ads to run in the Daily News emails and on the VAO website Webinar setup and launch, to include the following, but not limited to:Work with development to create calendar links and registration pageCreate… Show more Produced and sent all VAO client emails in both HTML and Plain Text formatannouncing new publications, upcoming webinars, and other initiatives.Performed quality assurance reviews of all emails (both HTML and plaintext versions) produced prior to issuing. Created ads to run in the Daily News emails and on the VAO website Webinar setup and launch, to include the following, but not limited to:Work with development to create calendar links and registration pageCreate event page in CMS and setup eventCreated surveysRequested and record data from DevelopmentResponsible for maintaining copyrighting for all VAO publicationsManaged inquiries coming into Inquiry Mailbox and client interaction, and facilitate the process of sending to Inquiry Manager for actionProcessed all orders received by the CRM teamProvides analytic support in monthly VAO reportingMaintained Unison subscriber list – process onboarding and departuresAs-needed support of content development from a technical standpoint, toinclude:o Webinar productiono News proofing (back-up) Show less

Sterling Va

Work with end-users, Account Managers, and internal resources for Unison’s (formerly known as CompuSearch) Contracting, Grants, and VAO systems, documenting, researching, and solving problems that are identified.Provides timely and accurate customer support responses via telephone, email, and ticket-tracking software.Maintains a queue of tickets to be investigated with emphasis on prioritization based upon visibility of reported issue, direction from internal leadership, and effect… Show more Work with end-users, Account Managers, and internal resources for Unison’s (formerly known as CompuSearch) Contracting, Grants, and VAO systems, documenting, researching, and solving problems that are identified.Provides timely and accurate customer support responses via telephone, email, and ticket-tracking software.Maintains a queue of tickets to be investigated with emphasis on prioritization based upon visibility of reported issue, direction from internal leadership, and effect upon functionality of software.Responsible for reviewing questions and change requests before they are sent to other departments.Facilitates meetings with developers and clients when needed to troubleshoot complicated application issues.Actively worked with VAO (Virtual Acquisition Office) end-users to assist in the research, analysis, and resolution of questions and problems related to the software. Range of topics included functional use of the system, upgrades, installation, patches, and enhancement requests.Utilized both email ticketing system and phone calls to assist end-users by documenting customer information, issue descriptions, diagnosis, and resolution details in a call-tracking software program. Show less

Charlotte, North Carolina Area

Fairfax, Virginia

Washington D.C. Metro Area