Brian May Email & Phone Number

East Coast Massachusetts

EXPERIENCED SOLAR ENERGY CONSULTANT Known for educating and informing customers of the benefits of predictable Green energy and how they can reduce their carbon footprint with reliable Solar Energy, work directly with customers to understand their needs to deliver a solution that meets or exceeds their expectations, delivering excellence in service and customer satisfaction.Specialties: Residential Solar Consulting, Customer Satisfaction, Customer Service, Process Improvement, Escalation Management , Team Building, Cross-Functional Collaboration.

Plymouth County / East Coast Ma.

EXPERIENCED SOLAR ENERGY CONSULTANT Known for educating and informing customers of the benefits of Solar Energy and how they can reduce their carbon footprint with reliable, predictable Green energy, work directly with customers to understand their needs to deliver a solution that meets or exceeds their expectations, delivering excellence in service and customer satisfaction.

Hopkinton, Ma.

Led a team of 18 Technical Support Engineers (TSEs) for medium- and large-scale enterprise level customers, supporting products which included Power Path, Solutions Enabler, and Windows applications. Monitored individual development plans and training paths to improve individual skill sets and advance career development for team members. Participated in multi-vendor escalations expediting a timely relief and resolution of customer issues, increasing customer satisfaction. Successfully met or exceeded all organizational initiatives and quarterly goals for the Software Solutions Group (SSG).- Negotiated and managed SSG’s Premium Service Support Contract with Microsoft, including escalation management, interaction with the EMC Technical Account Manager (TAM), training development, and monitoring contract hours.- Delivered record-breaking Customer Satisfaction (CSAT) ratings of 87% exceeding industry standards for customer support.- Led team for Beta test launch of Customer Chat program with a target of 5% or less abandon rate. Through identification of peak volume hours and a dedicated focus, delivered an abandon rate of 0.9% by year end.- Presented a recommendation for an organizational collaboration solution to the Infrastructure Management Group (IMG) Executive board for review as SSG representative at an organization-wide Collaboration Summit Workshop. Drove results of the workshop to SSG staff / team meetings to promote buy-in and ownership.- Increased speed of engagements and reduced problem resolution time for customers by improving internal and external collaboration, identifying standard operating practices, and introducing a best practices guide.- Contributed to the development of the Global Troubleshooting Methodology Training course through EMC University. Provided subject matter experts for Beta and Alpha testing that resulted in successfully meeting the delivery deadline.

Managed a team of 22 Level I Customer Support Engineers for Enterprise level customers.- Reduced time to resolution of customer issues, increased customer satisfaction, and reduced employee frustration thus increasing employee morale as a result of introducing a new cross-functional collaboration focus.- Expanded the role of mid-level engineers for greater exposure and interaction with Engineering teams and expedited individual development.- Initiated access to Engineering OPT (problem database) previously reserved for Level 2 TSEs only, which resulted in greater interaction with pre-release product testing and document reviews for mid-level support engineers.- Increased employee satisfaction results in the EMC Employee Satisfaction Survey and received a very high manager rating as a result of delivering faster skills development and exposure to Engineering which were key areas of individual satisfaction and employee development.

Managed 18 Technical Support Engineers from a combined UNIX and Windows Level 1 customer support team for Enterprise level customers.- Increased customer satisfaction by identifying coaching opportunities through customer feedback addressing the customers concerns.- Developed best practices standards for individuals to set and meet customer expectations resulting in higher CSAT ratings.

Supervised 14 Technical Support Engineers for large scale enterprise level customer support. Primary contact for escalation management and TS2 engagement for after hours problem resolution with an increase in customer satisfaction.- Reduced impact on both customers and the on-call 2nd level Technical Support Engineer (TS2) support staff by establishing 2nd shift coverage.- Spearheaded creation of industry-leading 24-hour coverage initiative, which replaced 'on call' coverage and set new standards for customer support, by training and scheduling additional 2nd and 3rd shift support staff.- Worked with TS2 and Engineering to document and assist in the collection of necessary troubleshooting information and monitoring of site issues to resolve customer issues.

Performed data backup and recovery operations for large scientific computer facility requiring Department of Defense Secret Level Clearance. Maintained work schedules for proper staffing including weekend coverage. Completed performance reviews and managed call flow and scheduling of customer assignments. Trained and supervised 12 junior Operation support staff.

Solar Energy Related Courses And Training Seminars

Education record

Bachelor Of Science (Bs), Law Enforcement Administration

- EMC University courses with a focus on development, management and conflict resolution