Brandon Ziranda Email & Phone Number

Kirkland, Wa, Us

Seattle, Washington, United States

Dedicated to high visibility company accounts and point of contact for assigned accountsHelped plan client roadmap and implement technical changesWorked with client and partner integrations to provide feedback and enhancement requestsVigilantly monitored client data to ensure data loss preventionProvided client with custom reports using SQLQuarterly reviews with clients to address pain points and future projects

Seattle, Washington

Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment. Served as primary point of contact for support relating to owned solutions and products. Assessed expected technical challenges and developed proactive solutions. Served as primary point of contact for support relating to owned solutions and products. SME for select integrations, actively responded to internal inquiries to provide solutions Collaborated with peers on team documentation and implemented changes for outdated documentation Experience with SQL for common troubleshooting tasksWorked with clients to improve on existing workflowsWorked with cross functional teams (TAM, Engineering, Sales) to provide excellent customer experiencesConsistently met SLA and have a proven track record of working with high level clients

Bellevue, Washington

• SME (Subject Matter Expert) in Azure Subscription Management Support [ASMS] for support engineering team• Support the on-boarding of new support engineers• Helped streamline troubleshooting processes and update procedures for support action consistency• Collaborated with outside departments to implement system-wide improvements• Provided SaaS support to end users in 24/7 uptime environment, often working rotational schedule to accommodate time zones• Conferred with engineers and designers to investigate and solve failure issues• Delivered exceptionally high level of professionalism and support to each customer, upholding company’s commitment to service• Explained complex technology-related issues in understandable terms to customers• Delivered training to junior team members and end-users, enhancing knowledgebase and team productivity• Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff

Redmond, Washington

• Performed root cause analysis and general troubleshooting• Made outbound calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues• Used remote diagnostic tools to identify sources of certain customer issues• Delivered exceptionally high level of professionalism and support to each customer, upholding company’s commitment to service• Answered and triaged requests for assistance in order to provide top-notch support• Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections• Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction• Compiled customer feedback and recommended service delivery improvements to management• Maintained high success rate on first-call resolutions, escalating complex concerns to supervisors or field personnel to achieve necessary support• Entered customer interaction details in ServiceDesk to track requests, document problems and record solutions offered• Assessed caller accounts to determine Azure benefits, identify service needs and resolve issues• Consistently met SLA targets according to severity of issue & deadlines

Redmond, Washington

• Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks• Assisted customers in identifying issues and explained solutions to restore service and functionality• Adhered to all company established policies and procedures• Explained technical information in clear terms to non-technical individuals to promote better understanding• Recorded and maintained relevant notes for each client and work order• Engaged end users and answered questions via email, phone, website live chat and in forums• Collaborated with supervisors to escalate and address customer inquiries or technical issues• Used ticketing system (JIRA) for technical documentation of all interactions for future reference and addition to knowledge base• Consistently met SLA targets/goals and other performance based metrics