Brian P. Email & Phone Number

Grand Rapids, Michigan, US

• Developed a member onboarding solution in Microsoft Dynamics 365 Customer Engagement, integrating with Symitar, to automate member communication for the eServices department.
• Mapped, documented, transferred, and updated member-used templates for migration to DocuSign. Collaborated with business units on their processes to ensure the incoming solution meets their needs with minimal impact to.
• Installed, updated, and routinely patched test and production Kofax servers, a solution to optimize returned mail and correcting bad member mailing addresses.
• Created training materials and held training sessions for users, managers, and admins of supported applications.
• Created or updated internal documentation for over 12 systems including application diagrams, troubleshooting guides, installation manuals, and workflow processes.
• Maintained excellent support ticket SLAs, contacting impacted users or departments within an hour of ticket submission while routinely updating tickets with progress notes, escalating tickets when necessary and.

Evanston, IL, US

• Work with vendors on asset life cycle management, ensuring adequate inventory as organizational models change
• Maintains adequate inventories of spare parts, systems, and components utilized in incident requests
• Reports metrics on pricing and spend forecasts, ensuring financial outlays align with organization’s budgets
• Processed daily procurement requests from staff encompassing 2,099 tickets, 1,137 Purchase Orders, and 97 projects across 4 hospital campuses and over 90 satellite offices in FY17
• Revised and updated policies to contain auditable actions, and to align with current processes followed by multiple teams within HIT
• Analyzed over 8,000 workstations to develop hardware requirements and financial budgets for Windows 10 deployment

Evanston, IL, US

• Provided first call resolution on 66% of calls taken, while maintaining a customer satisfaction score of 4.84 out of 5
• Completing 52% of Weblink access requests in fewer than 3 calendar days, and 77% of requests in 7 days or fewer
• Received 2 Service Value Awards for providing exceptional service that aligns with NorthShore’s mission, values, and goals.

Skokie, Illinois, US

• Serve as first point of contact for prospects, clients, and vendors
• Create and update primary consultation materials for staff and clients
• Support sales and marketing teams, assist with projects and tasks as assigned
• Resolve client's contract issues, escalating to senior staff when appropriate
• Receive, draft, and follow up on client service requests
• Create, update, and maintain electronic and hard copy filing system

Greensboro, NC, US

Utilizing and balancing a cash drawerAccepting transactions, verifying proper documentationAnswering or referring questions to appropriate team membersExplain, promote, or sell products and services to clients

Responsible for promoting restaurant efficiency and qualityOrganizing and maintaining employee and vendor files Assisting management with inventory, payroll, and sales reportsEngaging guests in a professional and courteous manner

Mt Pleasant, MI, US

Providing efficient and quality customer serviceEnsuring dining experience is exceptional and taking action to resolve problems

Master'S Degree, Computer And Information Systems Security/Information Assurance

Computer Systems Networking And Telecommunications

Bachelor Of Science, Business Administration; Finance