Bryan L. Email & Phone Number

United States

-25 years in customer service / support-25 years in telecom / technology-10 years in management-Comfortable in high stress and high accountability situations-Accustomed to large, high demand customers, and many government branches including US military-Familiar with ServiceNow and other CRM software tools-Good working knowledge of Microsoft Office products (Excel, Word, PowerPoint, etc.)Job Responsibilities -Supervise the personnel, daily work, and projects for the telecommunications department for the County of San Mateo, CA.-Assign support, repair, and, MAC tickets to support engineers-Manage support tickets for timely updates, resolutions as well as comprehensive ticket logs-Manage customer service issues and complaints to maintain a customer satisfaction rating and high KPI-Respond to service escalations to ensure a quick resolution-Write and present post-incident, root cause analysis for critical issues-Provide technical information and resource(s) for projects related to telecommunications including VoIP and SIP.-Approve PO requests for basic and custom requested inventory-Review quotes from various vendors for service and equipment-Schedule daily working times and rotating on-call schedules-Maintain a PTO and a training schedule for all support personnel

Dallas, Texas

- Monitor incoming service tickets for outages, correct technical information.- Handle customer escalations of system outages, major issues and/or multiple issues.- Assist with load balance of service ticket for engineers to maintain a manageable ticket count.- Ensure the proper resource is being utilized based on the customer requirements and the engineers’ knowledge and ability.- Work with Help Desk and Dispatch department(s) to ensure a support engineer will be available to the field technician if required.- Assist engineers with troubleshooting difficult or time sensitive issue or engage the proper resource for a quicker resolution.

CS1000 (CS1K) Support Engineer in Emergency Recovery. Recovering down or seriously impaired CS1000 and related equipment.

Dallas, Tx And Los Angeles, Ca

Manager Technial Support Department.

Richardson, Tx

Create and instruct second level troubleshooting coursed in CS1000 software debugging, patching and VoIP troubleshooting.