Brian Nichols Email & Phone Number

Vancouver, British Columbia, Canada

British Columbia, Canada

❑ Managed internal and external communications during system outages, e.g. updating thestatus page and keeping the executives and social media team informed.❑ Responded to escalated support cases by keeping customers and account managers updated on progress, liaising/escalating with R&D team, and deescalating with customers directly via telephone/email.❑.

Vancouver, Canada Area

❑ Coached Service Desk staff on call handling and ticket management. Handled escalations.❑ Interviewed and trained new hires. Performed classroom and one-on-one training on new systems and processes. Liaised with HR for staff onboarding and terminations.❑ Performed incident management including on-call emergencies. Coordinated technical staff.

Richmond, BC

- Write, update, and execute test plans and environments for new and existing software features. Determine and assist in planning automated test needs.- Agile methodology of sprint planning and continuous integration testing- Submit defect reports, including suggested solutions or design improvements when appropriate- Contribute to workflow design.

Richmond, BC

- Researched and resolved software issues with end-users, consultants and business partners by live chat and telephone- Authored biweekly support blog and moderated end-user and partner forums- Performed data repairs of corrupted MS Access and MySQL databases- Resolved escalated issues from level 1 and 2 analysts- Provided internal support and coaching to.

Burnaby, BC

Member of Billing Department.Helped land-line clients resolve billing issues and manage service subscriptions.

Burnaby, BC

Member of Fraud Prevention Group.Answered inbound email from defrauded buyers and provided resolution options.Analyzed sellers’ reputations and took action when appropriate, e.g. account suspension.

Created and maintained PDF user manuals and HTML-based in-product and online help systems.

Richmond, BC

Assisted customers with software issues via telephone and later became sole member responsible for email. Formed, trained, and supervised a small team to expand email support as demand grew.

Burnaby, BC

Joined this start-up company during its first year of business.Created service bay and established pricing, service procedures, inventory lists.Performed inventory management and accounting duties.Performed in-house and on-site computer repairs.Provided technical support via telephone and email.

Burnaby, BC

(IBM used to have a chain of stores called IBM Home Computing.)Sales and follow-ups of home computer systems, software and accessories.Transitioned from Sales Associate to Service Desk Technician. Diagnosed and repaired hardware and software issues, PC and laptop upgrades.Performed at-home PC set-ups and service.

Delta, BC

Gathered and sorted items and prepared pallets of shipments in Distribution Centre for all Canadian retail stores.Various warehouse maintenance and shipping duties.

North Vancouver, BC

Supervised team in high traffic locationDaily and weekly payroll, accounting and inventoryPrimary contact for security alarm response

Management Skills For Supervisors Certificate, Business Administration And Management, General

Management Skills for Supervisors (Part-Time, Continuing Studies) MSKL 1101 Interpersonal Communication Skills MSKL 1102 Team Skills MSKL.

Computer Software Engineering

Introduction to Software Development (Java Object Oriented Programming)

High School

High School