Ash Brady
East Pittsburgh,PA
Summary
Proven leader in customer success and project management at the University of Pittsburgh, adept at fostering client relationships and spearheading innovative solutions. Excels in creative problem-solving and skilled in Crestron Level II programming, significantly enhancing customer satisfaction and operational efficiency. Demonstrates agile adaptability and a results-driven approach, ensuring projects exceed expectations.
Overview
13
13
years of professional experience
Work History
Customer Success Manager
University of Pittsburgh
09.2022 - Current
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Implemented effective communication strategies that fostered long-lasting connections with customers.
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
- Fostered strong relationships with key accounts, ensuring high levels of customer satisfaction and loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Application Support Lead
University of Pittsburgh
01.2019 - 08.2022
- Collaborated with cross-functional teams to implement effective solutions, improving overall application efficiency.
- Contributed to project success by providing expert application support during all phases of implementation and rollout activities.
- Coordinated with vendors to address third-party software issues, ensuring optimal integration within the supported environment.
- Developed customized reports for management review, enabling data-driven decision making related to application performance.
- Maintained up-to-date knowledge of industry trends, emerging technologies, and best practices in application support through continuous learning initiatives.
- Boosted end-user satisfaction by providing prompt and accurate support for various applications.
- Conducted root cause analysis to identify recurring issues, implementing corrective actions to prevent future occurrences.
Senior Project Engineer
University of Pittsburgh
11.2014 - 12.2019
- Identified potential risks early in the process, allowing proactive mitigation measures to prevent delays or setbacks.
- Reduced project completion times for increased client satisfaction by consistently meeting deadlines and delivering high-quality results.
- Navigated challenging situations through creative problem-solving abilities which often resulted in expedited resolutions.
- Oversaw worksite construction to coordinate with supervisors and guide projects.
- Optimized resource allocation for cost-effective project management, ensuring projects stayed within budget constraints.
- Evaluated emerging technologies and industry trends to identify opportunities for innovation that could drive future success in the engineering field.
- Developed accurate technical drawings to direct successful engineering projects.
- Led development of innovative solutions that addressed complex technical challenges, contributing to successful project outcomes.
- Spearheaded [Number] [Type] projects through project planning and design.
- Established strong working relationships with clients to ensure clear communication of expectations and requirements throughout the project lifecycle.
- Collaborated with other departments to facilitate successful project completion.
- Developed high-quality engineering designs and plans to meet industry standards.
- Developed and maintained relationships with suppliers to facilitate quality and timely delivery of materials.
Lead AV Installer
University of Pittsburgh
06.2011 - 11.2014
- Assisted in the design of customized audiovisual systems tailored specifically to individual client requirements.
- Enhanced customer satisfaction by efficiently installing and configuring audiovisual systems.
- Troubleshot technical issues swiftly during post-installation support calls, minimizing downtime for clients'' business operations.
- Stayed up-to-date with industry trends and emerging technologies to offer clients the most innovative solutions available.
- Conducted thorough site surveys prior to installation, identifying potential challenges and developing solutions proactively.
- Collaborated with team members on large-scale projects to deliver high-quality installations in a timely manner.
- Streamlined AV system setup for clients, ensuring optimal performance and user experience.
- Demonstrated expertise in various AV components, facilitating seamless integration with clients'' existing equipment and infrastructure.
- Maintained detailed records of completed installations, providing accurate documentation for future reference and support.
- Received consistent positive feedback from clients due to meticulous attention to detail and professionalism during installations.
- Tested and calibrated audio and visual equipment to verify proper operation.
- Set up projectors, laptops and microphones for live presentations.
- Pulled and terminated variety of cables.
- Trained event staff on proper use of audio and visual equipment.
- Programmed and operated audio-visual equipment to support seamless live events.
- Maintained and troubleshot audio and visual equipment to minimize downtime.
- Created and implemented technical support plans for audio-visual systems.
- Diagnosed and resolved problems with AV equipment and media management systems.
Education
Bachelor of Arts - Marketing
University of Pittsburgh
Pittsburgh, PA04.2003
Skills
Customer Focused
Skilled relationship builder
Agil/Adaptable
Creative Problem Solving
Skilled in reading and interpreting blueprints and schematics
- Customer Needs Assessment
- Crestron Level II Programmer
- Staff mentoring & leadership
- Training programs
Timeline
Customer Success Manager
University of Pittsburgh
09.2022 - Current
Application Support Lead
University of Pittsburgh
01.2019 - 08.2022
Senior Project Engineer
University of Pittsburgh
11.2014 - 12.2019
Lead AV Installer
University of Pittsburgh
06.2011 - 11.2014
Bachelor of Arts - Marketing
University of Pittsburgh