Brian Mitchell Email & Phone Number

Sioux Falls, South Dakota Area

Kansas City, Missouri Area & Sioux Falls, Sd Area

Provides RCIS IT Agency account management by acting as a liaison between assigned, large agent Customers and the RCIS Sales/Service organization as it relates to RCIS Technology offerings. Also provides prioritized problem resolution and proactive IT services on behalf of Customers. Promotes RCIS IT software product and technical solutions to Customers that will increase RCIS market share. Educate and train agents and team members on technology usage efficiencies and issue resolutions. Serve as the primary contact / resolution point for complex technical issues that are escalated to the TAM for Customers. Solicit feedback and input from Customers on product roadmaps, upcoming release information and recommendations for improved efforts for RCIS IT.

Kansas City, Missouri Area

Ensures software quality for all web applications to include CIFYI and FarmMaps; responsible for defining and leveraging cyclical support teams (BA, QA and development resources) to complete all aspects of Tier 3 support, including maintenance of defect queues, defect prioritization, business rule clarification and documentation, test case development, defect coding, code review, validation, documentation updates, implementation and status reporting; works with peer Production Support leads to ensure consistency and cross-team communication for issues/defects affecting multiple applications; works with IT leadership and Production Support manager to define production support processes; manages all critical issues to completion.

Managed, planned, directed & evaluated work flow & performance of a group of help desk technicians that supported & trained internal & external customers of RCIS. Recommended solutions to solve issues that are technical in nature. Responsible for the achievement of company goals through superior customer support & training of software products. Interacted with direct reports, outside customers & peer groups at management levels. Prepared & administered budget. Worked with management to develop & implement staffing schedules to support current operational needs. Forecasted future scheduling/headcount/hiring needs. Conducted call pattern forecasting activities. Responded to high level technical problems which required 24/7 availability via cell phone. Provided coaching, counseling & feedback regarding the performance of staff members.

Responsible for establishing & maintaining quality customer relationships with our agents & employees in a help-desk environment; respond to agent’s & employee’s questions or problems pertaining to RCIS systems & software; test & assist in error resolution of new and updated PC programs; set-up of networks & software programs at remote agent locations; agent & employee computer training via classroom-style & one-on-one; complete ownership of all problems from start to finish. Received Wells Fargo’s prestigious “Service Excellence” Award in 2005.

Ms, Agricultural Economics

Network Specialist, Mcse

Bs, Horticulture