Brian Johnson Email & Phone Number

• Develop a passionate customer service organization, including staffing plans to evolve the organization from a structural and process standpoint.
• Implement plans for key initiatives (new services and programs) and other necessary investment areas (employee development, consulting, technical infrastructure) to achieve defined goals and objectives.
• Direct management responsibilities for all the designated resources and their associated workload.
• Responsible for key performance indicators reporting on organizational performance, including customer satisfaction, operating efficiency, product quality, and employee satisfaction.
• Developing, mentoring, and empowering team members to ensure maximum performance.
• Develop and maintain strong working relationships within regional office to ensure group goals are achieved understanding team and individual talents and developing gap closure plans.

Grand Rapids, Michigan, United States

• Established and led the Software Operations Program from inception, assembling a team of Site Reliability Engineers and Developers focused on prompt triage and resolution of production issues.
• Operated as an Agile Scrum Master, conducting daily stand-ups, managing sprint boards, and delivering sprint reviews for a user-reported issue project.
• Implemented a data-driven bug ticket triage system, reducing resolution time by 50% and eliminating half of the product backlog.
• Utilized Jira Big Picture for efficient resource allocation across multiple development teams.
• Delivered product roadmap objectives to numerous business users and stakeholders, highlighting resolved production issues and growth opportunities.
• Oversaw operations for Tier 2 and Tier 3 Technical Support Teams.

Grand Rapids, Michigan, United States

• Developed testing procedures aligned with Agile methodologies.
• Supervised a team of QA Analysts, ensuring adherence to processes and maintaining high code standards.
• Collaborated in requirements gathering for new development projects, evaluating competitors, reviewing technical implementation documents, and creating user stories/acceptance criteria.
• Partnered with Product Management for story grooming before sprint kickoff and participated in Design Sprint activities using the "Dual Track Agile" methodology.
• Implemented TestRail for consistent test case management.
• Spearheaded the creation of test plans for each development sprint.

Grand Rapids, Michigan, United States

• Conducted manual testing for each pull request in the ClickFunnels application.
• Ran automated test suites on the Production database during daily deployments.
• Contributed to the development and expansion of the Release Management strategy.
• Communicated daily with the CTO on the status of pull requests assigned to the Quality Assurance team.
• Created new automated tests in TestCafe and Usetrace.
• Triaged issues reported by Support and recorded videos showcasing validated issues for developers.

Grand Rapids, Michigan, United States

• Managed a $2.2 million revenue portfolio with over sixty clients.
• Negotiated multi-year renewal contracts, generating over $200,000 in revenue.
• Developed analytical client business reviews, detailing software use and maximizing functionality.
• Assisted the sales team in pitching the ROI of upgrading to the latest Accruent software.
• Ensured case tickets were met within service level agreements by partnering with the support team.
• Created strategic account plans to build retention for high-risk turnover customers.

Austin, Texas, United States

• Managed multiple teams of Support Engineers to ensure quality customer interactions.
• Conducted performance reviews and presented status reports to managers and executives.
• Coached Support Engineers in their career development.
• Oversaw the creation and execution of the QA process for monthly system patches.
• Led case status conferences with high-profile customers.
• Conducted interviews for open positions in the Support department.

Austin, Texas, United States

• Maintained and balanced cash levels within the bank vault.
• Created customer referrals for the branch banker in order to upsell our products.
• Handled all of the customer's transactions accurately.

Austin, Texas, United States

• Delivered support for over 1,000 games and services.
• Deescalated disputes with aggrieved customers.

Austin, Texas, United States

• Directed kitchen operations and assisted with large-scale events at the club.
• Managed inventory and interfaced with supply vendors.

San Marcos, Texas, United States

• Controlled P&L through ordering, inventory, and accounts payable.
• Trained and coached all new employees.

Associate Of General Studies

Activities and Societies: President's List - Fall 2016 and Winter 2016

Education record

High School

Activities and Societies: Marching Band, Key Club, National Honor Society, P.A.L.S.