Brian Stivers Email & Phone Number

Greater Salt Lake City Area

I am currently employed as a contract worker for Unisys, assigned to various projects as needs within the company change. The projects I am and have been a part of are below starting with the most current.L2 Agent NEC 7-11 ERT (Present)ERT is responsible for the software side of new store server roll out (setting up the store's SQL database and installing all of the store's software.), remediating the SQL DB and software updates/installs. Every issue that ERT handles is a P1 issue.MSC After-Hours Shared Queue (6 months)The After Hours team was a L1 desk. I took incoming calls from 13 different enterprise queues at the same time. My main queues were Capital One, Vodafone and CEC (La Cordon Blue schools). I was frequently pulled from the phones to train agents and give them tips to drive down call time.Andersen Windows Procurement (3 months)I helped out with the Asset Management for Anderson Windows while I was on the Capital One queue. I performed the duties of both projects at the same time.Capital One L1 Service Desk (8 months)I supported 3 different lines of business. Each had their own Active Directory, Internal/Wireless Networks & Software/Hardware. I also had to support users coming from one network and connected to the other. I became the "go-to-guy" for Capital One. I started call coaching and training. I helped roll out LogMeIn. My performance, attention to detail and my quick learning skills on the Capital One project were recognized and I requested to be moved to the After Hours team for more of a challenge.

Clearfield, Utah

This was the first call center job I had. I was trained extensively on Dell equipment. The training never really stopped as Dell released new computers quite often. I took Dell US XPS calls (performance/gaming line) and Dell Canada Small and Corporate business calls. I was always quite good at troubleshooting, I honed my trouble shooting skills and used my extensive sales/customer service background to make the caller happy they bought a Dell in the first place. My personal goal was to fix the caller's issue the first time, every time. I felt I succeeded in that goal when I won a Dell computer for having the highest "Fist Call Fix" ratio in the entire call center (out of 300+ agents).