Bryan Telfer Email & Phone Number

Austin, Tx, Us

Austin, Texas, United States

Performed as trusted advisor/go-to helpdesk professional Deployed, managed, supported MacOS/Windows assetsManaged over 500 end-users (e.g., software licenses, data access, hardware, IT assets, etc.)

Austin, Texas Area

Managed all 3rd party tools for Operations department.Conducted comparative analysis on all 3rd party vendors.Identified user requirements via user interviews and user stories.

Austin, Texas Area

8,000+ resolved support tickets to dateEnsured support team maintained 95% customer service level dailySelected as Team Lead out of a 10 person support teamCommunicated customer feedback directly to product team Summarized customer pain points that could be converted into user stories for upcoming sprintsManaged and prioritized backlog of support tickets2018 Q1 through 2019 Q2 "Golden Ticket" award winner (Most support tickets resolved in a quarter)

Austin, Texas Area

Austin, Texas

Monitored systems for equipment failure or errors in performance.Notified engineering team of any malfunctions or bugs.Ensured customer loyalty and trust by closing the loop on technical issues.200+ phone calls and support emails per week.

Austin, Tx

Oversaw the entire software implementation process.Ensure all discrepancies, if any, are handled immediately.Train housekeeping and nursing staff on system capabilities and user privileges.Analyze and troubleshoot our patient throughput products for hospitals across the country.Coordinate with the hospital leadership team to resolve technical issues.Ensured success of go-live and implementation.Gathered feedback from on site implementation and sent it back to the Product & Engineering teams.Subject matter expert that truly understood the customer journey while using the product.Trained users on site.

San Antonio, Tx

Responsible for overseeing the operations of the Housekeeping Department on the evening shift.Performed multiple daily "Performance Improvement" inspections on each housekeeping employee in order to evaluate quality and performance.Managed work force of more than 30 hourly employees.Created weekly project plans and schedules.Trained staff on HHS procedures/policiesConducted daily team meetings to ensure safety compliance and knowledge.Maintained constant evolving priority lists.

Prepared and presented highly classified intelligence briefings.Gathered planning materials for photographic reconnaissance missions; analyzed the results, and prepared the reports.Built graphics, overlays and photo/map composites; plotted imagery data using maps and chartsConducted all-source intelligence fusion and analysis.Conducted multi-source data fusion using textual and graphical presentations of the operational area to support power projection planning and management of the battle space.