Brad Cattermole
Pleasant Grove,UT
Summary
Dedicated Customer Support Manager with 20 years of comprehensive experience in management and support. A skilled people motivator with proven leadership abilities, I consistently go the extra mile to inspire and guide teams towards success. A documented history showcases my capacity to lead teams to achieve results through independent judgment and goal accomplishment in high-pressure scenarios. I bring proven expertise in implementing large-scale customer service processes and effectively managing support teams across multiple locations.
Overview
23
23
years of professional experience
Work History
Customer Support Manager
Trellix/FireEye
Draper, UT
02.2021 - Current
- Facilitated career growth by offering Direct Reports opportunities for additional responsibilities, resulting in 7 team members earning promotions within the last year.
- Conducted regular performance reviews, delivering constructive feedback and coaching for continuous improvement through one-on-one sessions and weekly team meetings.
- Achieved the top team utilization and CSAT scores globally, showcasing a commitment to efficiency and productivity.
- Orchestrated team-building activities to strengthen camaraderie and cultivate a positive workplace culture.
- Major Projects: Global Provisioning SME (SalesForce), Global Phone to Cloud Migration (Genesys), Yearly Intern program for America's support.
Escalation Manager
FireEye
Draper, UT
02.2020 - 02.2021
- Demonstrated composure and professionalism in high-pressure situations, effectively diffusing tense circumstances.
- Resolved customer inquiries and complaints that necessitated management-level escalation, ensuring customer satisfaction and retention.
- Developed and provided legally vetted Root Cause Analysis documentation for customer consumption, addressing large-scale issues and enhancing transparency.
Senior Customer Support Engineer and Supervisor
FireEye and EMC/Dell
Draper, UT
08.2016 - 02.2020
- Managed customer issues through various communication channels, including phone, chat, and email, offering general support, bug fixes, product updates, and configurations.
- Conducted network troubleshooting primarily with Linux distributions, demonstrating technical proficiency in resolving complex issues.
- Maintained composure and patience in challenging customer situations, applying de-escalation techniques and delivering positive customer support.
- Received multiple awards associated with customer satisfaction surveys.
Restaurant Manager
Chilis's Bar and Grill
Salt Lake City, UT
11.2000 - 06.2013
- Played a key role in enhancing the performance of two different restaurants, achieving KPI metrics that placed them in the top 50 within the company.
- Undertook multiple area and regional training responsibilities, showcasing leadership and expertise in developing team members.
- Successfully rolled out Pay at the Table technology for Utah, contributing to technological advancements and improved customer service.
- Contributed to a viral post, 'Broken Cheeseburger,' involving an autistic customer, generating an estimated $650k in positive advertising for the company as a whole.
Education
Bachelor of Science - Information Technology, System Administration
Utah Valley University
Orem, UT05.2016
Certified Support Manager
Service Strategies
Dallas 11.2020 - 11.2020
Skills
- Customer Relations
- Training and Mentoring
- Operations Management
- Team Building and Leadership
- Business Objective Analysis
- New Hire Onboarding
- Customer Complaint Resolution
- Performance Evaluations
- Employee Retention
- Staff Training and Development
Additional Information
- Served two year mission for Church of Jesus Christ of Latter Day Saints to London, England (1998-2000)
- Favorite leadership books - Atomic Habits, Radical Candor, Emotional Intelligence 2.0, Getting Things Done
Timeline
Customer Support Manager
Trellix/FireEye
02.2021 - Current
Certified Support Manager
Service Strategies
11.2020 - 11.2020
Escalation Manager
FireEye
02.2020 - 02.2021
Senior Customer Support Engineer and Supervisor
FireEye and EMC/Dell
08.2016 - 02.2020
Restaurant Manager
Chilis's Bar and Grill
11.2000 - 06.2013
Bachelor of Science - Information Technology, System Administration
Utah Valley University
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