Brandon H. Email & Phone Number

Lincoln, California, United States

-Oversaw the quality and timely delivery of add-on services across the Aurora and Helioscope platforms, ensuring client satisfaction and retention.-Implemented a standardized quality assurance process for Aurora Solar's add-on services.-Managed tailored Service Level Agreements (SLAs) for enterprise clientele, crafting personalized workflows and maintaining uninterrupted service.-Collaborated in the development of the Commercial Modeling Service for Helioscope, the platform's first on-demand modeling service.-Developed internal and external training materials to educate stakeholders on the effective utilization of Aurora Solar's add-on services, to drive customer engagement.-Conducted advanced training webinars on CAD and PV system design.

Roseville, California, United States

-Responded to new requests and resolved technical issues encompassing hardware, software, and networking within established Service Level Agreements (SLAs) by providing remote support.-Kept customers informed of progress during ticket lifecycle and made follow-up calls or communications in a timely manner for multiple tickets at a time.-Developed and maintained guided conversations for a support chat-bot designed to handle technical user inquiries.-Maintained internal knowledge base and communicated known solutions in a way that team members of all experience levels could understand.

Roseville, Ca

-Developed the global new-hire training curriculum that included synchronousand asynchronous learning methods.-Trained technical support agents worldwide in both technical knowledge andsoft skills.-Updated support staff with changes to the National Electrical Code.-Authored internal and customer-facing training and technical documentation, including job aids and the internal knowledge base.-Provided real-time coaching to technical support agents during customerinteractions.-Led case studies of developing technical issues.

Auburn, Ca

-Developed Nightlight the Card Game.-Managed a small team of creative designers to ensure we met all developmentdeadlines during fundraising, manufacturing, and distribution phases.-Managed the marketing campaign and raised over $22,000 on Kickstarter.

Bachelor Of Arts - Ba, Music

My studies focused on music accompanying film and video games, and culminated in a research thesis comparing the trajectory of video game.

Associate Of Arts - Aa, Music

Activities and Societies: Wind Ensemble