Brian Williams Email & Phone Number

Orem, Utah, United States

Manage: • Work directly with the Product & Customer Success team to address and document customer needs.• Manage new and existing customer accounts in Zendesk ticket system.• Manage hiring, interview, and onboard process of Customer Support agents.• Oversee and lead Customer Support Team to help our customers implement, expand, and grow their business around Agilix learning platforms by strategically teaching to be effective Support agents.• Provide oversight of the customer ticket system and Support agents as they communicate with customers.• Create payroll reports for the Customer Support team.• Create product enhancement reports through Excel.Customer Support Team Success:• Create supplemental documentation and videos to increase Customer Support team effectiveness.• Respond quickly and effectively to address Customer Support agent questions. • Host weekly One-On-One meetings with Customer Support agents for water cooler talk and maintain high team morale.• Promote a fun and healthy learning environment that our Customer Support agents enjoy going to work for.• Develop good relationships with our customers and respond to customer requests with empathy. Achievements:• Support team record 100% customer satisfaction ticket rating January 2021 through May 2022.• Promoted to Customer Support Manager (March 2020)• Promoted to Lead Technical Support Analyst (May 2018)

Orem Utah

Enhance student education by providing direct support and training to education leaders and their E-Learning partners throughout the world.• Capture ongoing customer needs for our SaaS products Buzz and Dawn• Assist in implementation and support transition from sales to client expansion • Review back-end data and make changes via writing XML in API console• Coordinate with product and developer teams to ensure product integrity• Train clients and employees to use our LMS platform Buzz and API processes• Assist in developing and editing public help documentation• Provide assistance to education partners through Zendesk, video conference calls, and emailAchievements:• 100% ticket positive personal customer satisfaction rating (2016-2018)• Net Promoter Score 72• Team customer ticket satisfaction 99.69% over the previous 3 years (2016-2018)

Orem Utah

American Fork, Utah

Directly assist landlord by maintaining four buildings within Provo, Utah. • Design sprinkler system layout• Repair or replace sprinkler lines and heads • Winterize irrigation system• Install drip lines• Prune trees and shrubs • Replace and repair appliances (e.g. Dishwasher repair / Replacement) • Maintain furnace systems by replacing filtration unit • Inspect and replace leaking sink faucets

Lindon, Utah

• Set-up the capsule machines with tools required under MBR specifications and manufacturing directions• Ensured maintenance and machine performance adhered to specific S.O.P. for the department, guided by the cGMP's• Performed measurements of blended powder to fill encapsulation hopper• Performed maintenance on the encapsulation segments, tamping rods, and pins• Weigh-in process capsules for adherence to product specifications and recorded results on the batch record• Coordinated with Quality Control to ensure product integrity• Used forklift to load materials from warehouse into box trucksAccomplishments: • Broke our company all time weekly nutritional capsule production record

Springville, Utah

Process orders, load doors and lumber into box trucks that will go out for delivery. • Off-load doors and lumber at building sites under construction or occupied• Cut and sand doors/lumber to customer specifications• Deliver to sites around Wyoming and majority of Utah• Drove manual transmission vehicles• Used forklift to retrieve materials from warehouse for loading into box trucksAccomplishments:• Clean driving record

Provo, Utah

• Identify and remove virus/malware threats within system storage devices • Improve desktop system performance by upgrading hardware and perform software optimization • Recover data on damaged storage devices through third party software recovery tools • Backup client data from primary storage devices to secondary devices using Linux operating system• Install operating systems Windows, MacOS, and Linux on client devices

Salem, Oregon

• Identify and remove virus/malware on system devices using latest anti-malware software tools• Built desktop computers by installing hardware components and Windows operating system• Recovered data from damaged storage devices through proprietary hardware and software tools• Report directly to clients on status of their work orders and addressed technical questions

Salem, Oregon

• Diagnose virus/malware infections using malware software removal tools• Use ConnectWise ticketing system to keep track of client work orders• Update client's on their work orders over the phone and in person

Bachelor'S Degree, Computer Information Technology

Associate Of Science Degree 2019, Gpa 3.681

Computer Science

2005

Activities and Societies: Computer and Automotive Aide