Bryan Mosher Email & Phone Number

North Carolina, United States

Research Triangle Park

Raleigh-Durham, North Carolina Area

Production and Promotion for the Carolina Hurricanes and NC State WolfPack Football and Basketball.

Cary, NC

• Managed products through the ATO (Authorization To Operate) process with the Federal PMO. Created and reviewed policy and procedure documentation required for ATO.
• Communicated weekly project status to VPs and SVPs internally as well as external stakeholders.
• Prepared internal teams for third-party audit required for ATO process.
• Facilitated and managed the audit process with government agencies, 3PAO, and internal stakeholders.
• Reviewed and updated product SSP's.
• … Show more Managed products through the ATO (Authorization To Operate) process with the Federal PMO. Created and reviewed policy and procedure documentation required for ATO.

• Built, updated, and communicated the SaaS vision, strategy, and roadmap for internal stakeholders and customer key contacts. Collaborated with Sales and Marketing to define market branding.
• Identified customer and prospect problems that represented significant market opportunities
• Drove strategy and requirements for SaaS product family.
• Functioned as primary SME on the SaaS offer and its target market.
• Led the core cross-functional team from concept to market… Show more Built, updated, and communicated the SaaS vision, strategy, and roadmap for internal stakeholders and customer key contacts. Collaborated with Sales.
• Led the core cross-functional team from concept to market acceptance.

Cary, NC

• Provided enablement paths for managed service providers ( MSP's ) to utilize CA Technologies’ suite of products to increase revenue stream.
• Partnered with the sales team to educate on clients’ business models and revenue growth channels to close deals and drive revenue growth.
• Engaged with partners to assist in service offering creation, including current business model review, Service catalog workshops, content creation, and marketing material review.
• Assisted managed… Show more Provided enablement paths for managed service providers ( MSP's ) to utilize CA Technologies’ suite of products to increase revenue stream.
• Assisted managed service providers in creating service catalog, runbooks, and process guides to build service offerings to take to market which increased ROI. Show less

Cary, NC

• Collaborated with account managers to ensure that client issues were properly identified and routed to the appropriate internal teams, meeting SLA’s.
• Managed 25 key accounts to ensure high client satisfaction of services delivered, facilitating increased profit margins and growth.
• Drove a 40% decrease in resolution times by managing client escalations and acting as the customer advocate to the support and technical delivery teams.
• Improved client communication by creating… Show more Collaborated with account managers to ensure that client issues were properly identified and routed to the appropriate internal teams, meeting SLA’s.
• Improved client communication by creating remediation plans to address escalations and critical business issues.
• Coordinated IT planning communications with clients which ensured sales were promoting the properproducts to assist in clients’ profitability and market share growth.

• Customer Advocate/Account Manager 7/2009 – 8/2012Maintained the client relationship, processed renewals, managed escalations, assisted in IT planning andbudgeting, and provided recommendations to leadership on products.
• Provided an escalation path to resolve persistent or critical technical issues.
• Established a help desk with six analysts and led customer support function.
• … Show more Customer Advocate/Account Manager 7/2009 – 8/2012Maintained the client relationship, processed renewals, managed escalations, assisted in IT planning andbudgeting, and provided recommendations to leadership.
• Provided leadership in startup IT Support/Managed Services Provider to over 30 employees.
• Designed and tested processes by working directly with company principals and department managers. Customer Support Manager 9/2006 – 6/2009 Managed the customer support team, scheduling of on-site technicians, and.

• Lead the Customer Service team in all day to day functions
• Provided training for support staff to maintain high customer satisfaction levels
• Traveled to public and private clubs to install computer systems and train staff on custom software use
• Served as critical escalation path for high priority issues
• Provided tier 3 support for custom software application

• Assistant Golf Pro and Pro shop manager
• Built a strong relationship with the local community that resulted in increased sales and use of the golf club and driving range
• Managed Golf Club staff
• Managed retail operations for the Pro Shop
• Provided group and individual golf lessons

Bs, Public Justice

Education record