Brandon Markham Email & Phone Number

• Supervise a team of technical support specialists
• Lead periodic 1-1 meetings, encouraging individual goal setting, and feedback
• Manage complex, escalated customer support cases regarding complex topics such as custom Python API
• Design custom solutions for customers using Tecplot 360 Python API (PyTecplot)
• Organize and lead specialized customer software feature trainings

• Maintain request backlog, triage bugs, and prioritize feature requests based on market evidence
• Conduct market research on highly requested features such as new data loaders through directly contacting requesters, surveys, and organizing customer calls to understand user problems
• Collaborate with Senior Product Manager in forming short and long-term release road maps by advocating for customer needs in current backlog
• Research and prepare stories for development team consumption by refining replication steps and acquiring data to represent issues efficiently as presented in stories
• Lead Agile development refinement team meetings presenting and demonstrating customer problems with 3-4 Software Developers and 2 QA Engineers
• Manage active stories in current release and estimate remaining scope of current release

• Resolved 2200+ total technical support cases helping customers via email, phone, and screensharing calls
• Earned an average customer satisfaction rating of 9.7/10 (10 = extremely satisfied) in 150 total surveys
• Authored over 30 knowledge base articles
• Designed a free trial nurture email campaign for the flagship product Tecplot 360

Spokane, WA

• (June 2014-Jan. 2016; June 2018-Present)
• Construct residential remodels and additions with over 28 projects ranging from foundations to roofing increasing the value of homes by thousands and decreasing build time by weeks as a team member
• Anticipate and procure tools and supplies for supervisor streamlining workflow
• Communicate and troubleshoot construction adjustments completing tasks quickly despite modifications

Library

• Managed over 600 questions via online-chat, email, phone, and face-to-face correspondence developing relationships with patrons and improved patron understanding of library resources
• Conducted reference interviews with patrons by asking focused questions, repeating their synthesized information, and providing clear technical diagnoses, research tools, and books to fit their needs
• Guided library patrons through searching databases, and fixing software/hardware computer problems

• Trusted with 24/7 access to chemistry labs and stockroom to prepare and clean labs before class use
• Managed the cleansing of lab glassware and lab rooms by delegating work with other TAs

Howard University REU (Research Experience For Undergrads)

• Researched, designed, and produced molecular simulations studying the selective adsorption between CO2 and CH4 molecules on graphite substrates with a modeling program (LAMMPS) leading to a 20 page report which.
• Collaborated directly with physicists from Saudia Arabia, Mali, and Argentina to develop experiment
• Communicated my research through a presentation at Howard University, the American Physical Society meeting in March 2018, and also to staff for CA Senator Feinstein

• Guided students through math problems in content from algebra to calculus
• Coached interior design students through completing AutoCAD design projects
• Advised English students in basic essay structure and writing techniques

• Trusted to work independently while recording observations on guardrails and curb-ramps in Spokane County via GPS providing reliable data for future county projects
• Collaborated with other interns 3-5 times a week to efficiently plan daily inventory assignments
• Inspected county projects such as sewer and storm drain installation and asphalt paving
• Interacted with citizens in a cordial and focused manner to deescalate conflict

Bachelor’S Degree, Physics; Minor In Biblical And Theological Studies

Associates Degree In Engineering

Activities and Societies: Graduate of American Honors College; Phi Theta Kappa Honors Society; Falls Christian Fellowship Club.

High School

Activities and Societies: Valedictorian; Varsity Letter in Track and Field; National Honor Society; Washington State Honors Award