Brett Goldfarb Email & Phone Number

Dallas, TX

• Managed overall direction of Second Tier Technical Support, Content Services and Network Operations groups, supporting a diverse clientele of fortune 100, 500 and 1000 companies in corporate communications, call.
• Hired, trained and evaluated diverse staff of high level Technical Support Analysts, Content Specialists and Network Operations Specialists.
• Supervised the daily operations of level two (2) support group, which acted as escalation point for customers and internal departments and interfaced directly with development and engineering groups.
• Raised customer satisfaction (CSAT) rates through redefined strategy of support operations processes and technologies that resulted in lower average case loads and improved case closure rates. Incorporated CRM and ITIL.
• Identified and created specification for product architecture enhancements working directly with Product Engineering. Facilitated interdepartmental collaboration between Engineering, Sales and Client Services groups.
• Developed new Managed Service offerings for emerging markets increasing recurring revenue streams 100%.

Plano, TX

• Supervised the daily operations of geographically disperse Pre-Sales Engineering Department that assisted an international sales team in the generation of more than 40MM of revenue annually consistently exceeding quotas.
• Led successful in-person and remote sales calls, teamed with sales executives, pursuing enterprise deals of 250K - 1MM+
• Responsible for the staffing, coordination, training and evaluation of Sales Engineers.
• Developed new department policy and procedures for A/V Site Surveys and an overall Statement of Work (SOW) process.
• Responded to RFI, RFP and developed demonstrations and Proof of Concept strategies and deployments.
• Architected custom configurations and complex product solutions for challenging customer needs.

Plano, TX

• Supervised the daily operations of Content and Creative Services department responsible for 2MM+ of revenue annually.
• Integrated and directly managed the technical infrastructure that was responsible for delivery of multimedia content to thousands of client systems over the internet.
• Maintained the operating system and proprietary software on centralized servers.
• Created department policy and procedure. (including implementation of new Managed Service for emerging markets)
• Responsible for the staffing, coordination and evaluation of Content Team.

Rochester, NY Area

• Responsible for all phases of project implementation cycle including:
• Project Management
• Requirements analysis
• Discovery and Design
• Product Installation, configuration and customization
• End User Training

Rochester, NY Area

• Spearheaded the creation of role, recognizing the need for additional custom software functionality
• Responsible for all phases of software development cycle including:
• Requirements analysis
• Feature / technical specifications
• Programming
• Technical / user documentation

Rochester, NY Area

• Supervised the daily operations of Technical Support Department.
• Created department policy and procedure. (incl. implementation of help desk software system)
• Responsible for the staffing, coordination and evaluation of Technical Support Analysts.
• Reported department progress to Vice President of Customer Support Services

Rochester, NY Area

• Primary consultant and support of “employee communication” based software and hardware for Fortune 500 companies worldwide.
• Coordinated and conducted nationwide, on-site installation of both video and computer hardware and software.
• I.T. support for in house LAN of 70 users
• Responsible for the evaluation of internal and external customer needs and resolution of technical problems.

East Rochester, NY

• Supported customers of Personal Products Division.
• Responsible for the evaluation of customer needs and resolution of technical problems.