Bruce Brand Email & Phone Number

San Jose, California, United States

Certified Coach for KSC (Knowledge Centered Support)- I trained in the concepts for KCS where knowledge is dynamically Captured and adapted for use by a support organization. As a certified KCS Coach it has been my responsibility to review solutions for accuracy and structure, as well as coaching analyst towards utilizing the knowledgebase to ensure the most value was continually achieved. Capturing the "customer perspective" of an issue as opposed to technical description was a key component to make the knowledgebase useful for both internal as well as external searches for optimum utility. Coaching users to break the concept of "their knowledge = their worth" and convert them into the realization that their ability to share their knowledge is where their value truly lies. This ongoing knowledgebase process strives continually refine, develop, and share the developed knowledge of a support organization.

Joining the Managed Services Group allowed me to further enhance my skills into deeper support of Key accounts at ASPECT Software. Evolving from purely solving an identified issue, to Problem Management. Driving the identification, troubleshooting, and resolution of multidimensional customer's issues involving other vendors and components in a complex solution. I ensured that communications with upper management of both Aspect and customer groups was continuous to allow for full understanding of a problem and the plan to resolve it. I was able to lead and guide our cross functional team of 14 Analyst by providing Senior Support and escalate team members issues to Engineering. This involved the ability to clearly explain issues to Engineering as well as support them by replicating and testing solutions in a lab environment. As the Senior Support it was my responsibility to communicate issue resolution to the customer in a way appropriate to their understanding and knowledge so as to build their confidence in my companies’ ability to address their issues and concerns. Throughout the time, as a Senior Technical Analyst, I used the opportunity to share and share my knowledge and skills with both members of my team as well as other teams in order to enhance their ability to better support our customers.

San Francisco Bay Area

Evolving from a Technical Analyst into a Senior Technical Support roll, my knowledge and skills allowed me to support other Analysts as well as directly supporting key accounts for Aspect Software. As other analysts leveraged my knowledge, I ensured to share and teach them, to strengthen their abilities and thus the entire support. Thru the years I have taken advantage of various opportunities to enhance my position with skills, knowledge and experience to provide the best support experience possible. Usually Support is the one point in which customers interact with the most, and therefore ensuring they receive the best values and experience is essential to a companies success.

San Francisco Bay Area

As a support analyst I learned and excelled in my abilities to empathize with customers, evaluate their issues and resolve problems that were identified. My communication skills were developed to leverage Senior Technical Support to resolve issues, and learn from them to advance my skills and abilities.

Master Of Science - Ms, Cell/Cellular And Molecular Biology

Activities and Societies: Alpha Chi Sigma

Bachelor Of Science - Bs, Biochemistry