Don Bristow Email & Phone Number

Miami, Fl, Us

Miami/Fort Lauderdale Area

Identify and resolve complex Cloud, Hybrid, and Premise Contact Center system and application issues with an emphasis on call routing, voice quality, end-user experience, and reporting, resulting in improved customer satisfaction, reduced escalations, and SLA compliance.Escalation ownership through identification, Salesforce ticketing and documentation, resolution and technical root cause documentation and delivery to all stake holders. Full engagement with cross-functional teams for postmortem reviews and required changes, resulting in fewer escalations.Serve as a primary Support point of contact for enterprise and hosted customers, notably in the banking and airline sectors. Participate in successful mission-critical requirement reviews, planning sessions, and change processes, ensuring positive outcomes and client satisfaction.Increase system uptime by proactively conducting comprehensive system configuration reviews, detailed log audits, analysis of call logs, network traces, and hardware and software audits. Utilized diagnostic tools such as DataDog, Sumo Logic, Wireshark, and SQL Queries to identify and address issues proactively, preventing customer impact.Lead and actively participate in technical problem-solving meetings, cultivating collaboration and professional relationships with cross-functional teams, third-party entities, and stakeholders. Successfully address unique challenges, ensuring effective resolutions and positive outcomes.Significant engagement in on-call rotations and overnight projects, investing additional hours to drive improvements to meet critical project deadlines for better customer experience and easing team responsibilities.Provide an elevated level of participation creating and updating knowledge base technical and customer-facing documentation, ensuring consistent customer interactions across the company.

Miami-Fort Lauderdale Area

Provided Tier 2 and Tier 3 escalation Technical Support for Cloud, Hybrid, and Hosted configurations of the flagship Contact Center Product Suite, Ensemble Pro and Unified IP, with a focus on call routing, configuration, and voice quality.Collaborated directly with enterprise customers’ internal technical teams to diagnose and resolve issues across network infrastructure, end-user desktops, and DevOps configurations. Maintained consistent availability to customers after problem escalation causes were identified to be within the customer's own environment, configuration, or processes.Consistently exceeded KPIs and increased customer satisfaction scores (CSAT) by focusing on continuous communication, engagement, and transparency. Excelled through multiple company and product mergers, fostering new and cross-functional working relationships by providing technical product training and mentoring.Frequent solo travel or as part of a tiger team to address customer pain points, implement changes, and provide onsite go-live support.

Greater Boston

Provided Contact Center Product Suite technical assistance and guidance to all internal stakeholders including Customer Success Managers, Sales Engineers, Project Management Teams, Implementation Engineers, and Account Managers.Internal and External technical problem escalation ownership from initial finding to root cause for all stake holders. Resolution often required bringing together disparate internal teams to review internal processes, formulate effective action plans, next steps, and assign ownership.Demonstrated technical expertise and problem-solving skills with frequent travel domestically and internationally, alone and as part of a tiger-team, to resolve pain points for key customer accounts.

Miami-Fort Lauderdale Area

Created, administered, and maintained hardware and software version-specific sandbox platforms exclusively for Software Engineering Team development and testing. Engaged in all aspects of racked hardware and software including procuring all hardware, cable management, Microsoft Active Directory Administration, and disaster recovery. Worked closely with Software Engineering and Quality Assurance Teams to provide initial sanity and smoke testing of product code changes. Managed software builds and version control using Rational ClearCase. Demonstrated technical expertise and problem-solving skills with frequent travel domestically and internationally, alone and as part of a tiger-team, to resolve pain points for key customer accounts.

Miami-Fort Lauderdale Area

Lead member of the first Quality Assurance Team for the Unified IP voice and IVR contact center application suite. Established and documented comprehensive test processes, designed test cases, and conducted functional, regression, compatibility, and load testing, resulting in improved product quality.Collaborated closely with Documentation, Support, and Development Teams to guarantee comprehensive product documentation and alignment with customer requirements.Oversaw software build management and version control using Rational ClearCase, ensuring integration and consistency during product infancy.

Greater Chicago Area

Executed on-site installation and configuration of hardware and software systems for newly onboarded Independent Insurance Agencies, ensuring seamless integration and efficiency.Undertook extensive solo travel, covering 90% of assignments independently across the United States, to perform on-site hardware and software installation.Delivered onsite product training to end users on Windows Server operations, maintenance, and disaster recovery procedures.

St Petersburg, Florida, United States

Successfully created, executed, and maintained test cases for a small business accounting software suite, ensuring functionality and reliability.Demonstrated expertise in functional and regression testing, identifying, and reporting defects to Engineering for prompt resolution.Collaborated with the Support Team to escalate and resolve complex issues, providing knowledge sharing, joining calls with customers, and documentation leading to improved team efficiency.

St Petersburg, Florida, United States

Supported end users through installation, configuration, usage, and troubleshooting of ProvenEdge, a Small Business Accounting Software Suite.Leveraged accounting experience to deliver detailed troubleshooting and analysis of balance and reporting discrepancies for customers, through review of their chart of accounts, transactions, reporting, and end-of-year financials, thereby ensuring accuracy and reliability of their small business accounting software suite.Garnered multiple company acknowledgments, bonuses, and achievement plaques in recognition of delivering exceptional support and achieving the highest standards of customer satisfaction.