Brian Jacobs Email & Phone Number

Scotts Valley, CA, US

Menlo Park, CA, US

• OPERATIONAL EXCELLENCE & PROCESS IMPROVEMENT
• Worked with client to understand requirements for quoting team and produced a report that eliminated duplicate efforts for the contract renewals team when creating quotes, as well as highlighting opportunities that.
• Created process flow charts to reduce confusion with product types/processes for renewals analysts.
• Developed reports for client to increase visibility of individual tasks performed by renewals team.
• Worked with client on streamlining processes and activities.BUSINESS ANALYSIS:
• Analyzed opportunities and generated quotes to support contract renewals, optimizing efficiency.

Newbury, England, GB

OPERATIONAL EXCELLENCE & PROCESS IMPROVEMENTDrove continuous improvement with ongoing business process analysis, lean process enhancements, risk analysis and risk assessments, utilizing my advanced Excel skills and ITIL & Lean Six Sigma certifications within NetSuite, and Salesforce (SFDC) suites.Optimized the support business utilizing Lean methodologies.

Newbury, England, GB

OPERATIONAL EXCELLENCE & ANALYTICSDetected and rectified system transition defects, ensuring the deployment of long-term solutions.Developed Excel-based performance reports to proactively detect stalled orders and categorize stakeholder ownership.Spearheaded Q2C performance analytics, data analysis, and process improvement initiatives, addressing support.

Houston, Texas, US

PROGRAM MANAGEMENT & PROJECT MANAGEMENTPioneered program management for the company’s first subscription-based SaaS product, overseeing technical support documentation, ticket category creation, billing, process design, governance, and soft skills training development for delivery teams.Managed SaaS projects and initiatives, ensuring seamless operation and.

Houston, Texas, US

LEADRERSHIP AND TEAM MANAGEMENTMentored and led SOC Support Representatives, fostering a culture of continuous learning and leadership.Conducted monthly one-on-one meetings with SOC staff to track progress and address concerns.Hosted weekly strategic meetings with the SOC to align team efforts with organizational objectives.Enhanced strength of the team.

Houston, Texas, US

TECHNICAL SUPPORT AND PROBLEM SOLVINGProvided technical customer support by managing my support case queue and addressing customer inquiries via phone, ensuring timely resolution of issues.Supported the SOC team by dispatching support tickets to appropriate departments, streamlining the issue resolution process.Utilized technical problem-solving skills to.

San Jose, CA, US

CUSTOMER SUCCESSContributed to customer success by managing customer accounts to ensure high satisfaction and retention, despite supply chain constraints.Provided weekly meetings and reporting to customers, handled all escalations and managed expectations.Encouraged business development by playing a key role in new product launches and upselling to.

San Jose, CA, US

BUSINESS ANALYSIS:Conducted business process analysis to enhance operational efficiency within Business Operations (Biz Ops).Analyzed the sales special bid process to allow real-time price change requests, saving up to 24 hours per transaction.PROCESS IMPROVEMENT AND SALES ENEABLEMENT:Spearheaded the digital transformation of sales support processes.

Armonk, New York, NY, US

DATA ANALYSIS AND REPORTINGSD to FI Reconciliation and data entry.Ad-hoc reporting to director and/or North American Business Operations Manager.Backup to financial analyst for recurring reporting.BUSINESS PERFORMANCE & ANALYTICSWorldwide HDD Business Operations Metrics Team Lead & North American Metrics Analyst.Designed, implemented and maintained a.