Brian Hall Email & Phone Number

Raleigh, Nc, Us

• Diagnosed and troubleshoot technical issues for cloud-based quality andcompliance management solutions in the life science industry.• Prioritized and managed support cases based on criticality and urgency,maintaining high service standards.• Acted as a key liaison between customers and internal teams, ensuring clearcommunication and effective resolution of issues.• Documented technical solutions and best practices to support knowledge sharingacross the team.• Escalated recurring issues to management, services, and development teams toaddress underlying causes.• Conducted system testing and offered configuration support to meet customerneeds.• Delivered training sessions on product functionality and usage to customers.

Raleigh, North Carolina, United States

• Act as the primary point of contact for support related to custom customer-built WalkMe deployments and solutions. • Exceed customer expectations for response quality, response time, and overall customer experience. • Analyze digital deployment platform issues and identify troubleshooting methods within client’s SLA.• Explain and teach technical information in clear language for both technical and non-technical audiences to improve their understanding to prevent future related issues from reoccurring. • Assisting in the development of technical designs for customers, consultants, and contractors. • Collaborate with team leaders to escalate and resolve customer requests and technical issues.• Provide screen-sharing support based on urgency and proximity access.

Durham, North Carolina, United States

• Dedicated 12-weeks specializing in highly focused, immersive training centered on language fluency, object-oriented programming, and project-based learning.• Completed daily and weekly technical projects solo, in pair programming, and ingroup settings to learn current development tools, techniques, and best practices.