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 were migrated incorrectly and missing contact information.• 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.• Collaborated with sales and finance teams to ensure policy standards were met for quote creation.• Addressed escalations involving high-value clients, delivering innovative solutions to complex issues.

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, advanced Excel reporting and data analytics, saving 2 hours per week by streamlining inventory management, spending, budgeting and forecasting processes.Analyzed and created protocols and documentation for DOA’s, repairs, replacements, and shipping to streamline supply chain business processes.ANALYSISControlled financial planning by developing annual budget plans, managing a $1m budget, $2m in inventory, PO and spending analysis, and year end accruals. Financial analysis for ROI, contract extensions, support business processes, vendor management, and new product introductions.Negotiated new vendor services to save $1.2m in services, $100k in product acquisitions and $60k in materials, optimizing cost and budget management.BUSINESS STRATEGY & GOVERNANCEDiagnosed, identified and strategized issues with support to create a comprehensive system of governance for the hardware support business for legal and loss prevention.Championed business continuity by successfully and quickly creating a temporary internal support structure for RMA support during a major crisis.Masterminded new strategies to eliminate loss of priceless, EOL inventory due to shipping damages by creating a new loss prevention program.CROSS-FUNCTIONAL TEAMWORKStrengthened relationships with support partners, R&D team, RMA team, renewals team & finance to enhance cross-team functionality and effectiveness and customer experience.Enhanced and managed vendor relationships by structuring new vendor set-up with the creation of an SOW, new business processes, technical documentation, SKU creation, BOM’s, etc.

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 gaps and root causes.Maximized sales at QEC by identifying and addressing significant IT and application support gaps and root causes.CREATIVE PROBLEM SOLVING & IT GOVERNANCEInnovative problem-solving to trouble-shoot, expose and resolve process inefficiencies, system limitations, and enhance governance and system integration.Collaborated with sales, business stakeholders and specialized Q2C business operations troubleshooting teams to investigate and resolve issues at QEC close, to ensure all orders closed on time.Championed a major business operations investigation into mishandled system consolidation and migration by diagnosing root cause of new system limitations, defects, system integration disconnections and reporting gaps. Provided the COO with governance plans including missing IT support ownership and provided detailed solutions with actionable plans for business stakeholders and IT leadership teams. CROSS-FUNCTIONAL TEAMWORKFacilitated communication between system platforms and delivery teams to guarantee seamless order processing and cross-functional teamwork, to enhance the customer experience.

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 management of SaaS business units.Redesigned reporting and improved billing processes, driving efficiency and accuracy in operations, using Lean Six Sigma methodologies.BUSINESS PERFORMANCE & ANALYTICSConceptualized and implemented an executive performance metrics system to evaluate and improve executive team performance with Key Performance Indicators (KPIs).Deployed data analytics to track, analyze, and resolve issues with orders due to bad data migrations.CROSS-FUNCTIONAL TEAMWORKCross-functional collaboration by means of bridge building between support teams and managers. Fostered a collaborative environment to repair team division by creating a project for both teams to work on together, enhancing teamwork, creating separation of duties, and simultaneously populating both teams knowledge bases.Coached and mentored the SaaS SOC manager, enhancing team capabilities and service quality.System evangelist for Order Lifecycle Management (OLM) tool in digital transformation efforts.

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 via talent acquisition by reviewing resumes and interviewing candidates.TECHNICAL CUSTOMER SUPPORTDrove issue resolution by resolving technical issues related to software, network, and hardware, providing robust customer support through phones and support cases.Microsoft SharePoint administration to maintained organizational efficiency through workflow and library creation and clean site structure with optimized workflows.CUSTOMER RELATIONSHIP MANAGEMENTManaged overall customer experience, ensuring high satisfaction levels and handling customer escalation calls.Energized account management by handling sensitive customer accounts, proactively managing customer relationships and expectations. Hosted surveys with key customers to increase customer satisfaction.COMMUNICATION AND COLLABORATIONCultivated cross-team socializing by hosting weekly BBQ’s and hosting and coordinating large cross-team events, leveraging volunteer efforts to foster a collaborative environment.Developed and provided soft skills training to software delivery teams, enhancing team communication and customer interaction skills.Partnered with US staff and an Israeli manager to manage global shift schedules, ensuring uninterrupted 24/7/365 support.Optimized processes and communication flows for cross-functional projects.Enhanced team development by collaborating on a NOC and SOC Knowledge Base in Microsoft SharePoint, centralizing critical operational knowledge, enhancing customer satisfaction.Acted as a bridge-builder between teams, advocating for SOC and enhancing customer service delivery teams.

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 conduct complex, remote troubleshooting for software, network, and server issues.Provided expert support for SaaS products, including Business Availability Center, Quality Center, Performance Center, and Application Lifecycle Management, among others.CUSTOMER ENGAGEMENT AND COMMUNICATIONFacilitated external customer conference calls and virtual meetings using Webex/NetMeeting to diagnose and resolve technical problems.Developed, enhanced and maintained technical documentation: Developed and maintained technical documentation, providing clear guidelines and support to users.DATA ANALYSIS AND REPORTINGPerformed infrastructure reporting, analysis and investigated application response times to optimize performance.Generated metrics reports and conducted ad-hoc reporting, utilizing MS Excel for cross-team SaaS support.

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 customers, contributing to business growth.INVENTORY MANAGEMENTManaged worldwide finished goods inventory of 400+ components in 4 locations to maintain necessary buffer stock.Effectively managed stock balancing and rotation.PROCUREMENT AND DEMAND PLANNINGEffective supply chain management to balance customer requirements with product availability, ensuring efficient delivery and availability.Managed procurement by ordering drives from the factory on a weekly basis, distributing them to various worldwide locations.STAKEHOLDER INTERACTIONMaintained daily interaction with the sales team, external customers, and order fulfillment departments and weekly procurement meetings.

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, achieving real-time pricing approvals, increasing global sales by 5%.Spearheaded process improvement initiatives across multiple hardware business operations teams.Led the global pricing analyst team, driving strategic initiatives and best practices.SYSTEM TESTING AND COMPLIANCE:Served as the SAP testing lead for business operations, ensuring quality enhancements for SAP modules throughout the Software Development Life Cycle (SDLC).Acted as lead tester through system development lifecycle for the special bid tool that I envisioned and designed.Managed compliance for worldwide special bid price changes, maintaining process integrity for the hard disc drive division.Exploited vulnerabilities in SAP, leading to the creation of the IBM’s SAP security team, to ensure system security and data protection.SALES SUPPORT AND FINANCE INTEGRATION:Supported over 250 sales representatives worldwide, acting as a liaison between sales, contracts, customer master records, and finance.Provided strategic input to finance to establish new rules and business practices to police the global sales teams.TRAINING AND DEVELOPEMENT:Developed pricing sub-processes to meet evolving business needs.Created video-based training and a certification process for sales representatives, enhancing the Price Approval Process.Delivered technical training classes and support, elevating the skill set of sales teams.

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 worldwide metrics system for several sales and marketing business operations processes.Business process analysis and enhancements.Conducted monthly metrics on all business operations teams.Presented metrics to management monthly and compiled and action plans from stakeholders for missed KPI’s.TECHNICAL SUPPORT & COLLABORATIONTook on the responsibility of 3 full time jobs within 3 months of hire date.Resident applications expert and SAP focal point to SAP project office.Cross team meeting collaboration for process enhancements.Excel mentoring and guidance for business operations team members (across all groups).