Brian Dover Email & Phone Number

Bellevue, Washington, United States

Hosted Custom Connectors Team / NetSuite Integration Solutions Team. Developed strong relationships with clients and consistently met integration needs, challenges, and goals to ensure customer satisfaction.• Resolved customer issues and concerns, working closely with internal teams to deliver solutions.• Collaborated with various internal teams including sales, product development, support, and marketing to ensure unified and coordinated approach to customer engagement.• Mentored and provided training and support to team members, ensuring consistent customer engagement practices across the organization.• Received significant additional bonus for managing a two-year migration project for +1,300customers’ NetSuite integration solution from Boomi platform to SAP internal API to API solution.• Contributed to NetSuite migrations utilizing fundamental object-oriented programming and Groovy scripting.• Performed Quality Assurance for development team on resolved issues and newly developed functionality within an Agile Methodology.

Established a new SaaS Integration service team. With full autonomy, created highly streamlined and easy-to-follow processes and procedures for all intake and support functions.· Worked with clients to establish and deliver web services credentials, assisted with online guides and gave demonstrations on how to use the company’s public APIs.· Provided exceptional ongoing technical support on any and all web services API issues.· Received significant additional bonuses for two consecutive years for exceeding expectations and enabling the technical director to focus on building a development team.

Bellevue, Washington, United States

Collaborated with internal leadership, helping innovate dozens of technical solutions to address internal operational challenges. Developed and executed project plans, defining project objectives, deliverables, timelines and resource requirements to meet client expectations and organizational goals.• Facilitated effective communication between stakeholders, team members, and management to ensure clarity of project goals, progress, and risks.• Developed proficiency in Tableau, analyzing large amounts of data. Utilized Tableau and Salesforce to create and provide leadership with valuable metric reports, resulting in significant time and labor savings.

Bellevue, Washington, United States

Provided Concur Cloud software support in leadership and mentor capacity. Compiled, analyzed, and reported on large amounts of Salesforce support metric and customer data to leadership teams.• Served as primary development liaison, reviewing and preventing escalations to development team.• Managed delivery and implementation of solutions from development directly to clients or client support teams.• Successfully resolved +40K support tickets over 13-year period at rate three times above average, demonstrating exceptional problem-solving skills and customer service excellence.• Served as ambassador, traveling to Manila, Bangalore, Prague, and other newly established offices to knowledge share, promote, plan, and implement team-building events for dozens of support individuals and delivery teams.• Authored "Problem Solvers Guide," formally adopted by entire global support organization and installed in every analyst's cubicle.• Prevented numerous service cancellations by quickly becoming trusted advocate for demanding clients, resulting in receipt of many gift certificates, gift baskets, and dozens of accolades from global clientele.• Innovated highly accurate time-tracking process utilized by entire support organization.

Bellevue, Washington, United States

Supported Concur Travel and Expense Enterprise and Hosted product to global clientele, including majority of Fortune 500 companies. Provided mentorship and training to dozens of analysts worldwide and spearheaded creation of multiple Subject Matter Expert roles within Mobile Platform, Imaging, Email, and Cognos Reporting product areas.• Collaborated with internal development team as liaison reviewing all support escalations and implementing provided solutions.• Simplified complex development engagement process, reducing support escalations by 20% and decreasing issue returns by +40%, saving an estimated $400k annually in man-hours.• Devised a creative solution that eliminated recurring $350K annual expense.

Bellevue, Washington, United States

Provided setup and ongoing support for all internal employee computer hardware, software, and related inventory. Demonstrated high level of technical competency and delivered prompt, creative solutions while being kind and empathetic to each user’s technical needs.• Earned reputation for reliability and garnered trust from employees throughout company.• Utilized Dell Laptop and Desktop Technician Certifications to build and fix computers.

Associates Degree, Business Administration

Electronics Technician