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.

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.

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.