Susan Braney Email & Phone Number

Andover, Massachusetts, United States

Massachusetts, United States

Worcester, MA

A new way of managing your company’s IT infrastructure.

Marlborough, MA

• Served as point of contact managing customer and partner onboarding from translating technical requirements through implementation. Developed methods and design to track customer environment variables to ensure.
• Facilitated installation requirements gathering for onboarding activities ensuring customer environment readiness for product installation and deployment.
• Effectively managed interests of customers to develop, deliver, and execute success plans which outlined critical factors and measures for success.
• Documented customers’ environment, including hardware / software key variables, ensuring product compliance and facilitating future implementations and growth.
• Strategized with key resources, developing ‘onboarding toolkit’ that included installation requirements, procedures and templates, documentation deliverables, and training materials.
• Identified product updates, documentation, training, and other resources to proactively educate clients about new features, enhancements and other support aides, ensuring successful deployment.

Shrewsbury, MA

• Managed technical-services team of 5 in providing outsourced IT support services. Hosted meetings to strategize and develop universal solutions for support-related challenges across diverse customer base.
• Maintained professional, service-driven and goal-oriented environment by implementing methods which encourage multifaceted approach to problem solving, as well as advocate importance of teamwork.
• Developed and implemented client ‘Onboarding/Maintenance’ contract which resulted in proactive support methodology and annual revenue stream.
• Managed customer interests, identifying any signs of client dissatisfaction and taking appropriate action to resolve issues.
• Articulated customer needs to internal project team, ensuring understanding of clients’ challenges and goals.
• Initiated and implemented process and procedures that yielded solutions and resulted in customer acquisition, retention and satisfaction

• Managed staff of 5 Supervisors and 30-50 technical engineers performing frontline tier 1 & 2 support for 20-30 software applications vendors. Achieved team recognition when company was ranked as 1 of "Top 50.
• Collaborated with Client Service Managers, introducing and maintaining successful support solutions.
• Developed / administered a standardized methodology to onboarding clients including timeline, documentation, team training and readiness ensuring successful product support launch.
• Analyzed support services operations, developing and implementing processes that improved workflow and efficiency.
• Oversaw account management and customer satisfaction, organization, and staff, ensuring healthy balance of priorities.
• Utilized exceptional communication skills with stakeholders at multiple levels, ensuring well-articulated, efficient, and effective resolution of issues.

Littleton, MA

• Supervised staff of technical support engineers across 5 shifts to provide outsourced support services to multiple software vendors.
• Identified and developed training and mentoring programs, ‘Buddy System’, that increased confidence and supportability for both client and support engineers.
• Developed processes and protocols which drove internal tool development and automation, resulting in more efficient client integration.
• Provided oversight and support to internal project teams, ensuring client support requirements were successfully implemented.
• Analyzed and maintained staffing levels that met growing customer base call / support volume.

Provided high quality support on network, server and application issues for diverse client base; Effectively worked with developers and system engineers to provide accurate, detailed problem data which yielded quicker case resolution; Tracked and processed issues from identification through resolution using various CRM systems, phone, and email.

Managed End User Customer Base for ABS Accounting Software; New software assessment and installation; Converted data for transitions; Scheduled & installed software upgrades/updates; Advised & implemented month end/year end procedures; Conducted telephone training; Dial-in troubleshooting & daily telephone support activities (problem solving); Tested new.

Provided sales support for End User and Reseller network; conducted order processing; coordinated trade shows activities and in-house seminars; data entry; marketing campaign lead generation; maintained customer licensing and software registration; implemented automatic software update releases; Gathered, analyzed and dispersed month-end sales reports.