Chris Bramlett Email & Phone Number

Jacksonville, FL, US

• Managed 1,000+ Cloud planned maintenance and release management changes with a 96% success rate of implementation.
• Optimized change management through proactive leadership of CAB meetings, reducing duration by 20% and decreasing last-minute change requests. Achieved a high attendance rate by distributing agendas in advance.
• Optimized change management through proactive leadership of CAB meetings, reducing duration by 20% and decreasing last-minute change requests. Achieved a high attendance rate by distributing agendas in advance.
• Directed all aspects of change by prioritizing change requests, assessing impact, and approving or rejecting changes, resulting in an increase in change request efficiency and a reduction in change-related incidents.
• Spearheaded the implementation and management of the Service Now dashboard for the change team, resulting in an increase in efficiency. Reduced weekly query maintenance time by 2 hours, fostering enhanced productivity..
• Educated and consulted with diverse teams, driving change management adoption. Implemented successful one on one consultations, increasing change approval rates for individuals. Led workshops to foster a rise in.

• Guided Release Management and Change Management for several of Avaya’s largest customers.
• Directed Release and Change Management for key Avaya customers, managing the day-to-day work of support delivery thereby keeping devices current with patches, security updates, and dot upgrades. Oversaw risk and impact.
• Coordinated the upgrade of thousands of Avaya devices with a 98%+ success rate, reducing security vulnerabilities… Show more Guided Release Management and Change Management for several of Avaya’s largest customers.
• Coordinated the upgrade of thousands of Avaya devices with a 98%+ success rate, reducing security vulnerabilities and avoiding service impacts of pre-identified issues.
• Managed the product lifecycle of Avaya components in the customer’s environment, managing cross-functional relationships between delivery resources, including contractors, site staff, and engineering groups.
• Acted as a Subject Matter Expert on Cloud environments and Managed Services support, contributing to the understanding of customer support needs and engaging the appropriate Avaya support team through ServiceNow and.

• Resolved complex and escalated issues from customers and employees through creative thinking.
• Provided world class customer service and support to HSN shoppers and representatives.
• Troubleshot and assisted with HSN.com activities such as passwords, access, and checking out.

• Transformed the service experience for a major customer after being put in charge of their account, thereby gaining their confidence to sign an $84 million IP Contact Center contract.
• Provided the highest level of support for the front-end and Tier II technical staff of the Enhanced Remote Services (ERS) Team.
• Managed call-flow and staffing to ensure customer calls are responded to within 20 seconds of receipt on 80% of all calls.
• Available 24x7x365 for customer, account team… Show more
• Available 24x7x365 for customer, account team, and associate escalations and inquires.
• Supported a Fortune 500 customer base that is paying premium level maintenance fees for Enhanced and Managed Services.

• Specialized in personalized services and support to our largest clients as a member of the elite ERS SPOC team.
• Provided immediate remote diagnostic software and hardware support for customer communications equipment, minimizing the need to dispatch a field technician thereby increasing customer satisfaction.
• Specially selected to support Single View Global Service Agreement customers Morgan Stanley and IBM.
• Served as Subject Matter Expert for Globalization Process Pilot… Show more
• Served as Subject Matter Expert for Globalization Process Pilot providing feedback and process enhancements to improve the procedure before rolling out company wide.
• Managed special projects as needed such as updating Special Handling notes and attachments, creating specialized reports, and handling manual time changes for multiple customer sites.