Brian Sampson Email & Phone Number

Canada

Dartmouth, Nova Scotia, CA

Dartmouth, Nova Scotia, CA

• Provide IT support, general IT maintenance and/or emergency call out outside of standard working hours as and when necessitated by the needs of the business
• Daily monitoring, administration and inventory of back-up systems, network infrastructure, telephone systems, and computer hardware
• Manage local relationship with Global IT in United Kingdom and Denmark, ensuring FSSC IT is focused on the needs and requirements of the local market
• Support and where required manage the IT deployment, start-up in new facilities in North America
• Maintain, manage and update the company SharePoint site as required
• Manage and maintain company website, analytics, AdWords and SEO

Dartmouth, Nova Scotia, CA

Dartmouth, Nova Scotia, CA

• Scheduling of all instructional staff
• Scheduling and coordination of technical support staff to required operational positions
• Support business development by advising on operational status, resource availability and subject matter expertise
• Support and liaise with QHSE Lead on QHSEMS processes and internal/external audits
• Liaise with Centre Manager on staff training and development
• Mentor new and existing staff

Waterloo, Ontario, CA

• Monitored newly launched products on social media platforms. Created reports for stakeholders in short time frames, delivering content effectively. Attended Problem Management calls and assisted by reporting on trends.
• Developed and performed advanced trend reporting to monitor current and upcoming events and product launches, allowing us to have our finger on the pulse incase any issue were reported
• Wrote and reviewed blog posts for various business groups including Digital Marketing, providing another avenue for customers to help themselves, reducing number of calls to contact center.
• Trained new hires on team, ensuring timely on-boarding.
• Traveled to New York City to represent company at 3rd Annual Shorty Awards.
• Answered technical questions from BlackBerry product customers on various media, including Twitter, forums and YouTube, providing another self-service option, reducing number of calls to contact center.

• Resolved large scale environment BlackBerry Enterprise Server issues. Acted as part of escalation team for partner representatives, providing support for BlackBerry Internet Service, Desktop and BlackBerry Enterprise.
• Selected to travel to Dallas, TX, for 3 months as part of seed team to open a support center based on knowledge and skills.

• Traveled to partner locations in US, delivering assistance and education. Acted as part of escalation team for partner representatives, providing support for BlackBerry Internet Service and Desktop.
• Conducted training sessions at partner locations, enabling partners to be better prepared to support products and services running on partner networks.
• Ran focus groups with 5-8 phone reps, identifying ways to best support staff with training.
• Delivered excellent customer service support by striving for first call resolution with each client interaction.

Porto Alegre, RS, BR

• Assisted Area Integrated Management Environment (AIME) client users with program functionality and training. Assisted in conformation and tracking of fix implementations for reported bugs. Conducted research for.
• Contributed to R&D product meetings with internal staff and external DND groups, to helping establish a QA testing frame work that supported the iterative military software releases.
• Trained DND staff on new features of the product, allowing staff to become more efficient.

• Listened to call center representatives’ recorded conversations to subject to quality assurance policies and screening. Produced progress reports on monitored agents. Provided recommendations and commendations on.
• Created weekly and monthly reports senior management and clients detailing quality trends in departments, enabling training to focus on specific departments which had low quality.
• Worked hand-in-hand with team leaders by conducting focus groups, providing training and one on one coaching, improving team’s performance.

• Managed team of 12 associates, providing coaching, feedback and performance reviews.
• Identified, developed and used team members’ strengths, as well as located, detected and resolved problems and weaknesses of each member, enabling associates to use strongest skills to provide world class customer.