Brian Warren Email & Phone Number

Waukee, Iowa, United States

West Des Moines, Iowa, United States

West Des Moines, Iowa

• Successfully trained, set up, and opened a Help Desk of 15 individuals at a remote location to assist our Help Desk Center.• Supervises assigned technical support staff in support of networked and stand-alone computer users and systems.• Supervises staff in recognizing, identifying, isolating, and resolving problems with information systems products and services.• Supervises the installation, testing, and setup of new hardware and software.• Assists subordinate technicians in resolving complex computer and/or network problems.• Excellent knowledge of relevant technologies, desktop operating systems, and applications• Advanced knowledge of the principles, methods, and techniques used in computer troubleshooting and support.• Effective supervisory skills such as proactivity, skillful communication, positive reinforcement, leadership, and problem solving.

• Conduct Hospital Reporting and Physician Quality Reporting System training with all new hires as well as continued and refresher training of over 70 Associate Technicians, Technicians, and Sr. Technicians.• Develop and maintain our team’s internal knowledge base (website).• Establish and review course content and objectives as well as implement the help desk training manual.• Develop, test, maintain, and deliver complex training programs and related materials in support of customer training objectives. • Maintain records of training activities, participant progress, and program effectiveness.• Provide work guidance for employees, including evaluating the effectiveness of their work and knowledge of programs of support during training.• Conduct call reviews to ensure quality customer service and provide feedback as needed. Provide internal technical support with the members of our team that include troubleshooting all hardware and software complications.• Ensure the registrations of all internal accounts that are required for the job are completed before training is complete.• Support technicians with distraught users to de-escalate situations and to ensure excellent customer service as needed.• Maintain and update the schedules of all technicians to ensure adequate staff coverage.• Supervise the Disaster Recovery team in the maintenance of their laptops, VPN accounts, schedules, and rotation.

• Created and maintained new Knowledge Base for Inbound and Advanced Support Team agents.• Ensured satisfaction with end users who need assistance; monitored trouble tickets system for appropriateness and follow-up.• Guided and instructed end users to accomplish appropriate solutions adhering to multiple environment requirements; perform review and quality assurance tasks as required.• Analyzed and diagnosed program specific reports to advise end-users of content appropriateness while safeguarding privacy data, as well as issues with software applications, database, network, hardware malfunctions and security breaches and track record of expediting adhering to escalation procedures.

• Answered inquiries, resolved problems, promoted and sold products and services.• Achieved clearly defined productivity and sales goals/quotas which included cross-selling and product referrals.• Responded to routine to complex inquiries and complaints from customers regarding financial products and services.

• Promoted from Sales Lead to Assistant Manager after one year with company.• Analyzed and recommended changes to the inventory system that was adopted company-wide.• Routinely achieved monthly sales plans.• Hired and trained associates for increased effectiveness.• Evaluated associates performance against company standards.• Led execution of company directed floor set and visual display marketing strategies.