Brandon Barlow Email & Phone Number

San Ramon, Ca, Us

San Ramon, Ca, Us

Manage a team of Software Support Engineers to solve the most complex configuration issues, solve data issues, package up technical defects for easy resolution, and partner with Product Management, Engineering, Frontline Support, Cloud Ops, and Dbe's. We are an auxiliary member of each team to provide the best results for the customer. Also built a Revenue Generating Software Engineering team in the fall of 2019 to handle high volume, short engagement, technical billable projects, as well as Developer Support to our partners. Hired, trained, and partnered with sales, other large scale services teams, as well as other revenue generating teams to be the premiere expert services team in the company.

San Ramon, Ca, Us

I currently manage a team of highly skilled Technical Engineers with various forms of Development, Networking, and Infrastructure background/experience. Our team takes escalations from across the company, validates and solve data and configuration issues, and file detailed information for Engineering defects. We are the voice of the customer, and coordinate with Product Management, Professional Services, Customer Success, Cloud Ops, Engineering, and Frontline Support to make sure we resolve issues faster for our customers. We standardize processes, develop tools to support our products easier, and in some cases, check in code for bug fixes. We are backed with a technical skillset, and the differentiating factor of having a customer focus in mind and at the forefront of everything we do.

South Jordan, Ut, Us

Managed various Frontline and Backline Support Teams while at Ivanti. I managed 4 different teams during this time, as there were frequent management changes happening.The primary focus/goals of our Frontline team:-Drive Down Average Resolution Time-Increase Customer Satisfaction-Drive down cases open per engineer-Improve initial response timeCan provide specific metrics by request, but some of the key metrics for some of my teams were:-Improved backlog from the highest # open cases in recorded history to the lowest number of open cases in 10 months, while maintaining 95-98% CSAT rating-Improved CSAT from another team from 84% to 93% in 6 months-Lowered time to resolution by 4 days over a 12 month periodThe primary focus of our Backline Team:-Be Subject Matter Experts in given area/product-Validate defects and coordinate with Product Management & Engineering to prioritize bug fixes/enhancements for our customers-Provide Knowledge Transfer to customers and internal staff via recorded/live trainings, knowledge articles and other various methods-Own area of public facing Knowledge Base/Community, and provide Best Known Methods on how to use the Product.-Do whatever we can to reduce the resolution time of cases, and prevent new ones from inTeams I Managed:-Americas Frontline Technical Support (Landesk)-Americas Frontline Technical Support (Heat Security/Shavlik Teams)-Worldwide Backline Product Support Engineering team (Landesk)-Worldwide Backline Product Support Engineering team (Heat Security/Shavlik Teams) Hired as Manager in January 2016, Promoted to Senior Manager in January, 2018.In January, Managed Americas Frontline Technical Support Team & Worldwide Backline Product Support Team.

South Jordan, Ut, Us

The Product Support Engineer (PSE) provides Tier III technical support for LANDesk Products. The PSE team is the primary interface between the technical support team and other technical teams within LANDesk such as Engineering, Product Management, and Field Sales Engineering. - Tier III problem resolution – Builds and maintains expert knowledge about LANDesk products and uses this knowledge to assist front-line support engineers to resolve customer incidents.- Technical enablement – Provides training to internal technical audiences on new product releases.- Decrease support volume – Analyzes common support incidents and executes strategies for reducing or eliminating future support incidents, such as documentation updates, creating new documents, changes to the products, etc.- Solution architecture – Creates best practices for implementation of LANDesk products – recommends architecture and configuration to enterprise customers.- Ability to create and follow through an effective action plan to quickly drive critical issues to resolution

South Jordan, Ut, Us

Provides technical support to our customers and resellers, answering complex questions on function and usage of the products via the telephone and/or Internet. This position is a primary support liaison between our company and our customers providing quality technical support. Technical Support Engineers have excellent communication skills, and look to support their colleagues and peers throughout the organization.- Worked on 4 different teams worldwide across multiple products. - 95.4% Customer Satisfaction across 4 different teams. - Technical Support Engineer of the Year 2014- WeCan Top Achievement Q3 2014- Best Community Document Q2 2014- Knowledge Centered Team Coach for our Knowledge Base. Our site was added in the Top 10 best Support Sites of 2015 during this time.

Enterprise, Utah, Us

This position performs the following functions:System Administrator (Windows)Project ManagerIT Manager/SupervisorBusiness AnalystTier 2 Tech SupportNetwork AdministratorIT ConsultantTelecommunicationsProjects completed:- Migration to cloud based email- Researched,integrated and trained on a Helpdesk Ticketing System- Upgraded all machines to Windows 7 on all 8 locations- Installed and deployed Voip Systems across multiple sites- Created surplus system for employees and community- Implemented Video Conferencing Solution- Consolidated Phone, Cellular, TV, Internet and Cable bills to save thousands a month.- Installed various Audio/Visual solutions across the different sites.

Education record

Education record