Brian Augustine Email & Phone Number

Frisco, Texas, United States

• Design, develop, and maintain a technical solution to support our client’s business requirements and follow best practices
• Produce project documentation including business requirements, functional specifications, key operating procedures, workflows, etc.
• Utilize various techniques to gather, track, and analyze the project data and requirements
• Supervise and manage multiple teams concurrently
• Coach and Mentor Team Leads/Help Desk/Call Center Agents through 1 on 1’s and SMART Goals
• Assist with QA/Implementation within Salesforce, AWS, Twilio, and mavQ AI

Frisco, Texas, United States

• Provides analysis and technical help desk support for COVID-19 Contact Tracing call center
• Work within the Salesforce organization to provide technical support for the Chicago and Texas contracts
• Work with Twilio team and within the Twilio application to provide troubleshooting steps and escalate issues when needed
• Handle incoming trouble tickets and triage them accordingly
• Provides low to moderate level of user service support for technologies
• Accurately document and report problems to Development and Product teams for resolution

Dallas/Fort Worth Area

• Social Media Supervisor- Claiming and responding to support issues in a timely manner (SLA goal is to have an average first response time of one hour, preferably 30 minutes)- Tagging and reporting on conversations to.
• Contribute towards building a shared mindset and understanding of knowledge management processes
• Monitor and collaborate with KCS representatives and managers to increase adoption rate and maintain quality and flow of content
• Update and maintain the knowledge base of the organization using Salesforce
• Train and orient newly hired and agents on the development of KCS
• Assist in reporting and overall analytics of the customer and employee use

Dallas/Fort Worth Area

• Perform a deep dive review of the clients business systems requirements and understanding of relevant business operations
• Successfully migrate top clients from old software by providing client specific gap analysis, detailed communication, and thorough training sessions.
• Provide direct, daily support to key clients by troubleshooting simple issues and questions across applications, resolving issues, answering questions (via email and phone). Coordinate with Tech Support for more.
• Record support work in Salesforce.com
• Following up with internal departments regarding product issues, bugs, developments etc and feeding this information to both the client and AM
• Report and manage any client impacting product escalations. Collaborate with product team to troubleshoot and effectively resolve with minimal impact to client and customers.

Dallas/Fort Worth Area

• Premier Support – Support high revenue accounts
• Handle Incoming technical support calls, emails, and online chat
• Assist customers with Conditional Logic
• Assist customers with HTML coding
• Assist customers with Accounting Issues
• Handle escalated issues with customers and their sites

Irving, Texas

• Handle Incoming calls from ADT Field Agents
• Provide technical support to agents assisting them with panel and radio issues
• Handle escalated tickets from agents and customers
• Review and edit uploaded panel database information

Carrollton, Texas

• Monitor Incoming/Outgoing E-mail
• Review and Grade e-mails for agents in the Carrolton and Manila offices
• Provide feedback and coaching opportunities to agents
• Correspond with Hotels Worldwide in Order to Resolve Guest Issues
• Handle Escalated and Supervisor Calls

Euless, Texas

• Review recorded calls for Quality Assurance purposes and monitor for FDCPA Violations
• Handle Accounts Receivable/Payable
• Handle and Maintain Sensitive Information Received from Clients
• Use Tools to Locate Collateral to be Repossessed
• Handle Billing of Invoices to Clients

Las Colinas, Texas

• Handle Inbound and Outbound Calls
• Troubleshoot BlackBerry Devices Involving Hardware/Software
• Trained in all aspects of BlackBerry BIS/BES, BlackBerry Hardware/Software
• Knowledge of Both Windows and Mac OS

Fort Worth, Texas

• Monitor Inbound and Outbound Calls
• Review and Grade Calls for Quality Assurance
• Handle Escalated Calls
• Manage Agent Metrics
• Help Team Troubleshoot Technical Issues