Bryan S. Email & Phone Number

Edmonton, Ab, Ca

Edmonton, Alberta, Canada

Edmonton, Alberta, Canada

Training Development & DeliveryI am responsible for Coordinating the development and delivery of Stacks product training for new and existing clients in all market segments served by Stacks. Product Documentation & Knowledge-Base ManagementPerforming regular maintenance of the Stacks knowledge base to ensure all published product documentation is current and uses clear and concise language based on improvements or changes during the Stacks development cycle. Development PartnerI work closely with Stacks UX Designers, Back-End Developers & Product Owners to identify feature and functionality gaps and propose solutions to drive continuous improvement of the Stacks platform.Primary Point of ContactServing as Stacks' primary contact, working with members of different business units and cross-functional teams at EBSCO, cooperating with support teams, SaaS Implementation teams, project managers, sales, and marketing.Project Planning and ExecutionDevelop and execute unique customized project plans varying in scope. One example is Content Migration, for which content from a new customer's previous solution is systematically transferred to the Stacks platform and redesigned to take full advantage of the features offered by Stacks.

Edmonton, Alberta, Canada

I worked at Riva as a Tier 2 Success Team Specialist, supporting Riva's On-Premise and Cloud-based Integration services through various support channels (Email, ZenDesk, Phone, and Scheduled Screen Sharing Sessions.) As a member of the team, my responsibilities included:Onboarding & Administrator TrainingI worked with Small businesses to Enterprise clients to facilitate the initial deployment of Riva's Cloud and On-Premise based solutions, including administrator training sessions. Client SupportI provided ongoing support to Riva's customers, including configuration changes, troubleshooting, answering general questions about Riva's core functionality, and referred customization and professional services requests to the client engagement team.Internal Support / EscalationsAs required, I was one of the primary resources for the Tier 1 Success Team Members, providing insights and suggestions on challenging tickets. When needed, I would assume ownership of tickets that required additional support.Tier 2 & Cross-Team TrainingI was involved in developing a Tier 2 training program which included creating a course overview for Tier 1 agents as a prerequisite to advancing to a Tier 2 level. I also delivered product training to internal teams.Knowledge-base Review I performed regular reviews of knowledge-base material and provided recommendations for content updates. CRM & Email Platform ExpertiseDue to the nature of Integration services, I built a working knowledge of various Email platforms & CRMs, including Microsoft Exchange, Office 365, IBM Notes, SalesForce, Sugar, NetSuite & Goldmine.

As a Senior Supportability Specialist for TurboTax Canada (formerly QuickTax), I collaborated with support, marketing, and development teams to ensure customer care had the resources needed to deliver exceptional service. My key responsibilities included:Training Development & Delivery: Created and delivered a comprehensive product training program for support partners, equipping agents to effectively assist TurboTax Canada customers with up-to-date product information.Service Quality Assurance: Developed a program for observing customer interactions and facilitated calibration sessions with contact center supervisors and coaching staff to maintain consistent scoring and adherence to call flows.Escalations Management: Established and managed workflows for handling escalations unresolvable by agents, including executive-level escalations and product accuracy reviews involving sensitive customer information.Contact Driver Analysis: Analyzed customer surveys, contact drivers, agent logs, escalations, and metrics to generate insights on support team performance, sharing regular updates with the organization.Partner Communications: Ensured partner leadership and agents were consistently informed with up-to-date information through various content formats, including emails, PowerPoint presentations, and FAQs.Process Creation, Adaptation & Execution: Developed and adapted processes to handle expected and unexpected scenarios during tax seasons, ensuring efficient and effective operations within tight timeframes.

Provided comprehensive support for Intuit QuickBooks (US version), assisting users with installation, software registration, upgrades/updates, and resolving technical issues. Addressed business-related concerns including invoicing, inventory management, and financial reporting (Profit & Loss, Liabilities and Assets, Cost of Goods Sold, etc.).

Edmonton, Alberta, Canada

During my tenure as a Senior Technical Support Representative at VOXCOM Security Systems, I successfully fulfilled a multifaceted role, collaborating with customers and internal teams, including Sales, Monitoring, Customer Service, and Field Technicians. My responsibilities included:* Remote Programming: Performed Remote computerized programming of Alarm Systems for residential and commercial customers.* Customer Training: Delivered Alarm System Overview training to new customers * Technical Support: I employed effective troubleshooting techniques to diagnose and resolve a wide range of system issues remotely, reducing or eliminating the need to dispatch on-site technicians.* Technician Scheduling: Arranged on-site technician visits for additional hardware installations, repairs, or replacements were necessary or when phone-based troubleshooting was ineffective. * On-Call Support: Participated in a rotational on-call support program extending 24x7 technical support to VOXCOM clients.

Edmonton

While working for Convergys I acted as a Support representative for the American wireless provider, AT&T Wireless. I would assist clients with questions ranging from their wireless coverage, plan availability, billing, Device purchasing, and use.