Brian Messier Email & Phone Number

San Jose, CA

• Built and led a team of technical support engineers for IBM’s Data Replication product portfolio which supports high volumes of data for multisite workload distribution and continuous availability. Extensive experience.
• Managed, coached and developed a diverse team to drive a high level of engagement, skill and customer satisfaction.
• Implemented global staffing strategy across geographies to achieve company targets while ensuring current and future support coverage.
• Developed and streamlined critical business tools, processes and playbooks to ensure operational excellence and improve the customer experience.
• Represented the customer experience across internal stakeholders, including Product Management & Development, Sales, Professional Service, Marketing, IT, etc. to drive strategy, remove roadblocks and improve customer.
• Worked with other departments to align strategies, develop efficiencies to deliver a robust customer experience.

San Jose, CA

• Led and managed software engineers who provided 24 x 7 support worldwide for IBM Business Intelligence Analytics software. Exceeded responsiveness and satisfaction goals.
• Managed complex support processes, integrated with internal & external teams for resolution.
• Partnered with Oracle’s Hyperion Essbase (An online analytical processing (OLAP) server) engineering teams to resolve customer and product issues.
• Enabled process improvements by acting as support metrics focal point and providing ongoing analysis of trends.
• Managed, trained and onboarded additional team members from a product acquisition while monitoring progress & customer feedback.

Sanjose, CA

• Managed product releases for IBM’s Business Intelligence solution.
• Led product strategy, planning and releases to drive product quality.
• Managed bug/defect resolution, packaging and quality certification.
• Oversaw change request process and product education planning.

Greater Boston Area

• Analyzed, developed and delivered sales analysis data warehouse over JD Edwards ERP system using Essbase and Showcase Strategy Suite.
• Led project driving proof-of-concept, sales support and go to market analysis.
• Analyzed, developed and managed double-byte character set conversion of sales data warehouse project, spent 7 weeks in Japan with team.
• Installed sales analysis data warehouse at several customer sites.

Greater Boston Area