Brian Hoffer Email & Phone Number

United States

United States

Minnesota

• I returned to this technology enterprise to provide comprehensive support to enterprise clients. As the client fulfillment consultant, I take the hand-off from sales to serve as the point person for customers through.
• Manage 50 accounts that each have a portfolio of technical and operational projects to maintain satisfaction.
• Build the project plans and manage the execution of multiple projects across a multi-state territory.
• Negotiate, document, and manage the fulfillment of enterprise client contracts to maintain compliance.
• Apply depth of product and technical knowledge to solve challenges for clients and maintain satisfaction.
• Inspects program scopes thoroughly to ensure compliance with SLAs set by all contributing parties.

Greater Minneapolis-St. Paul Area

• I joined the Fortune 500 company as an account projects consultant. During this time, I managed the relationships with key accounts after the sale was finalized to support the onboarding and continued success of.
• Owned the relationship with an average of 50 clients and all related projects with multimillion net MRR worth.
• Secured the renewal of a key healthcare client with strong customer service and project management.
• Applied technical aptitude and strong attention to detail to align the resources to exceed enterprise client expectations while ensuring minimal downtime.

Golden Valley, MN

• After a brief period as an interim project leader in Colorado, I returned to the Twin Cities area to serve as the Support Programs Manager. In this role, I led the team that cleaned-up the backlog of partner provided.
• Led 12+ direct reports including technical and administrative resources to manage the backlog.
• Created the plan, aligned the resources, and managed the execution of the cross-functional teams to significantly reduce the cost of goods sold (COGS) to a fourth of the original value in less than 12 months.
• Applied strong financial acumen to prioritize and realign resources as needed to effectively move through the backlog and work across complex technical projects in a highly regulated environment.
• Established effective working relationships with channel partners to effectively remove impediments and properly document progress on the initiatives through the shared service updates that reduced costs.

Golden Valley, MN

• As the system engineer, I worked with the project teams to design hardware and software connections across the network for clients. I served as the cross-functional resource that advocate for customer success while.
• Designed the systems and processes to develop the team of project managers serving enterprise clients.
• Partnered with technicians and the project management team to finalize and implement system designs.
• Learned and applied new systems and products through multiple acquisitions and integrations.

Golden Valley, MN

Managed multiple customer accounts from sales submission to successful service installation. Coordinated installations, disconnects, service conversions and moves with the customer, customer’s vendor/s, internal technicians and departments and field technicians.Recommend additional products and services that could improve the customers service and.

Denver, CO

Relocated to Denver, Colorado to assist with the opening of a new branch for Integra Service Delivery. Provided the first level of support for Project Managers with customer coordination, installations and any order activation issues identified during the delivery of services.Held the role of Lead for the T1 Circuit Design team and created, developed and.

Minneapolis, MN

Supervised of a team of 7 project managers, who managed multiple customer accounts from sales submission to successful service installation.Responsible for the development, implementation, and tracking of performance standards for my team of project managers as well as serving as the Tier Two point of contact for customer issues.Worked closely with sales.

Minneapolis, MN

Provided formal and informal responses to complaints/cases received from the Better Business Bureau, Public Utilities Commission, and Attorney General offices for 10 states as well as the Federal Communications Commission.Served as the single point of contact for customers during the escalation process while maintaining sole ownership of all issues and.

Minneapolis, MN

Managed multiple customer accounts from sales submission to successful service installation. Coordinated installations, disconnects, service conversions and moves with the customer, customer’s vendor/s, internal technicians and departments and field technicians.Recommend additional products and services that could improve the customers service and.

Minneapolis, MN

Remote test and turn up of customers voice services. Worked with customers to ensure services were working correctly. Completed last minute changes as requested by the customer. Ensured internal systems were updated as needed.Completed line translations in the switch prior to turn up.Ported telephone numbers.

Minneapolis, MN

Researched and confirmed 5+ internet (DSL) configurations prior to installation on a daily basisConfigured voice lines, features and voicemail services that installed on customer accounts in multiple phone switchesCoordinated information based on orders for internet field service technicians and communicated any/all changes to scheduled.

Plymouth, MN

Monitored hi-capacity telecommunications networks using multiple remote surveillance systems.Performed remote testing and analysis of intelligent network elements to isolate and repair system faults before services were affected.Provided first level technical support for field technicians.Assisted in developing and implementing dispatch procedures for.

Hastings, MN

Installed and operated Mobile Subscriber Equipment (MSE).Initialized and operated communications security devices and associated equipment.Performed operator-level hardware, system link, and loop diagnostics using built-in testing equipment.Provided manual call routing and transfer operations when required.Conducted preventative maintenance and service on.

Fort Hood, TX

Set goals and give work direction in a daily work environment.Developed and instructed classes for soldiers / employees on workgroup procedures and equipment.Recommended process improvements to upper management to increase team efficiencies.