Bryan Danielson Email & Phone Number

Hillsboro, Oregon

• Started as contractor through Staff Finders Technical Inc., then hired permanently• Worked with various operating systems, including Microsoft’s Windows XP, 7, and Vista, and Apple’s OS X vss 10.4-10.8, and iOS vss 3.x-5.x• Worked with MS Office’s Outlook, Excel, Word, and PowerPoint• Provided technical support for Yahoo! Finance, Yahoo! News, Yahoo! Profiles, Yahoo! Entertainment (Movies, Music, and Video), and Yahoo! “PIM” properties (Address Book, Calendar, and Notepad), and others• Created AutoHotkey scripts to expedite data-entry, data-mining needs, and other repetitive processes• Worked with Bugzilla ticket/reporting system to communicate customer needs to engineering team leads• Extensive communication done via email and email management systems; MS Outlook, Kana Power Client, and Right Now’s Star• Provided troubleshooting for various browsers on both computer and mobile platforms: Firefox (versions 3-11), Internet Explorer (versions 6-9), Safari, Chrome, and offered advice for use of Opera and SeaMonkey browsers• Verified compatibility of browsers’ usage with Adobe Flash and Oracle’s Java, ad-blocking programs, browser add-ons, and/or extensions.• Facilitated conference calls with Quality Assurance departments in overseas outsource centers to establish policies and procedures. Built professional relationships with our Tier I team• Wrote Yahoo! Help Page content and helped develop readability and quality of information presented in Yahoo! Help Pages, including formatting, editing of tags, and entering links to related articles

Portland, Oregon Area

• Navigated proprietary billing and technical software as well as a Local Number Portability user interface, resolving customers’ needs while managing their account• De-escalated phone call conversations where appropriate and provided resolutions adequate to customer need within the client-customer contractual relationship • Negotiated disputes with professional tone and diplomacy, advocating on behalf of customers where appropriate• Provided production-floor support, counseling new-hire service representatives in how to excel in their work, and standing in as floor supervision using Avaya, IEX, CMS Terminal, and Oracle computer programs

Portland, Oregon Area

• Worked with two separate virtual workforce team groups at five locations in three countries; lateral authority spread over a rough average of 1,000 people• Reported and consistently worked with Total View’s IEX, Avaya, CMS Terminal, and Oracle Database, Rockwell-based Enterprise Administrator and Reporting Manager, Microsoft Office programs, and Web mail• Clientele relations involved a complex and continuous array of individuated reporting sent to each via email, instant messaging, and phone ‘check-ins’ throughout the day at specified times, according to the systematic format they each standardized; forecasting cycles subject to two weeks

Portland, Oregon Area

• Navigated proprietary software efficiently and quoted scripts where applicable, dependably maintaining an organic tone • Counseled new-hire service representatives in how to excel in their work

Portland, Oregon Area

• Navigated proprietary billing and technical software, resolving customers’ needs while managing their account• De-escalated phone call conversations where appropriate and provided resolutions adequate to customer need• Negotiated contractual requirements with professional tone and diplomacy• Provided production-floor support, counseling new-hire service representatives in how to excel in their work, and standing in as floor supervision using Avaya, IEX, CMS Terminal, and Oracle computer programs

Master Of Business Administration (Mba)

Bachelor Of Science (Bs)

Associate Of Science Oregon Transfer Degree (Asot)

Education record