Summary
Overview
Work History
Education
Skills
Certification
Timeline
Receptionist

BRANDIE HOPEK

Berthoud,CO

Summary

Results-focused Industrial Engineering professional specializing in building and leading high-performance teams. High-achieving leader and business developer. Dedicated to keeping companies in forefront of manufacturing excellence.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Field Services Engineer

UCHealth
05.2023 - Current
  • Performed onsite installation, modification and maintenance of systems and equipment.
  • Responds to support requests in tracking system. Interviews customer to determine nature and scope of the customer's issue, and the appropriate response.
  • Diagnoses, resolves and closes computer system and network connectivity issues according to service level guidelines.
  • Promptly escalates issues to higher level technical support or management when necessary. Documents and reports customer inquiries regarding new/different functionality.
  • Provides end-user computer system and network connectivity training.
  • Tested equipment performance and demonstrated operation and servicing of equipment to customer.

Customer Success Manager II

NetApp
02.2022 - 04.2023
  • Primary ownership and accountability for ensuring customer growth, satisfaction, and retention within assigned book-of-business
  • Demonstrate leadership and provide mentoring to become trusted advisor to partners
  • Assisting to build out MSP CSM engagement model, including working with broader team to build and deliver successful onboarding
  • Oversee multiple delivery streams to ensure key measures of success are being continually tracked highlighting areas of concern and preparing remediation plans if necessary
  • Proactively monitor and mitigate any risk to client’s growth, satisfaction, or availability
  • Created customer support strategy to increase customer retention.
  • Own and influence all client’s communications across entire organization
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Facilitated penetration of key accounts via strategic planning initiatives.
  • Strengthened communication skills through regular interactions with others
  • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.

Technical Support Engineer II

NetApp
06.2020 - 02.2022
  • Respond to situations where NetApp product support has been unable to solve customer’s technical issues via chat, emails, and phone
  • Collaborate with or escalate cases with other NetApp Technical Support teams and/or Escalation Engineers
  • Work collaboratively with customers in potentially stressful situations, while providing professional and courteous technical expertise
  • Create new knowledge base articles to share information and best practices for reuse
  • Used Linux and Docker to work on customer’s nodes and storage systems
  • Work with vCenter and vSphere with customers and their system
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

End User Support Specialist

Hain Celestial
12.2019 - 06.2020
  • Installed, configured, and troubleshot hardware, including laptops, printers, peripherals, and network equipment
  • Installed, configured, and troubleshot software, including Microsoft OS, iOS, and customized software
  • Responsible for diagnosing and resolving incidents and requests from users
  • Provided first and second level support for networking and applications issues
  • Provided training to users related desktop products
  • Maintained up-to-date information within SaaS (ServiceNow) database
  • Work in Active Directory to update user profiles.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Diagnosed and troubleshot hardware, software and network issues.

Associate Sign Developer and Sign Developer

Four Winds Interactive LLC
08.2018 - 11.2019
  • Managed multiple projects
  • Trained customers on company products
  • Assisted with hardware implementation—Windows based equipment, Bright Sign, and Samsung SSP
  • Implemented setup, verification, and modified web-based content asset management accounts
  • Cross-referenced data from multiple source documents to modify and update individual records
  • Traveled onsite to assist with installation of product and wrote internal documentation and user-end documentation
  • Worked with Integration Framework, XML files, HTML, JSON, CSVs, Excel spreadsheets and Stylesheets.
  • Worked in Agile-driven environment to effectively maintain project timelines and utilize available resources.
  • Skilled at working independently and collaboratively in a team environment
  • Analyzed information to recommend and plan installation of new systems or modifications of existing system.
  • Consulted with departments or customers on project status and proposals.

Technical Support Engineer

Four Winds Interactive LLC
06.2015 - 07.2018
  • Resolved software and hardware issues with clients via phone, chat, and emails
  • Authored writing and formatting knowledge base for technical support department
  • Aided in training of new hires in company software
  • Gained expert efficiency in Windows XP, 7, 8.1 & 10 and Microsoft PowerPoint 2013, Word 2013, and Excel 2013
  • Mastered Salesforce ticketing system
  • De-escalated situations externally and assisted customers with software training
  • Used Microsoft SQL database, LogMeIn, Team Viewer, VNC, Linux and Remote Desktop software
  • Served as primary point of contact for support relating to owned solutions and products.

Education

Bachelor of Science - Psychology

University of Colorado At Boulder
Boulder, CO
12.2020

Skills

  • Technical Aptitude
  • Salesforce, ServiceNow, Zendesk, Jira, SAP
  • Ability To Solve Problems
  • Communication
  • Product Knowledge
  • Technical Support and Writing
  • Leadership Skills
  • Leadership and Management Experience
  • Regulatory Requirements
  • Technical Expertise
  • Critical Thinking Skills
  • Project Management
  • Equipment Installation and Repair
  • Technical Concepts
  • Application Frameworks
  • API, Rest-API, PowerShell, Azure, AWS, Kubernetes
  • Computer software repair
  • UNIX and Linux-based tools

Certification

  • Azure Fundamentals- (AZ-900)
  • Azure Administrator Associate - (AZ-104)

Timeline

Field Services Engineer

UCHealth
05.2023 - Current

Customer Success Manager II

NetApp
02.2022 - 04.2023

Technical Support Engineer II

NetApp
06.2020 - 02.2022

End User Support Specialist

Hain Celestial
12.2019 - 06.2020

Associate Sign Developer and Sign Developer

Four Winds Interactive LLC
08.2018 - 11.2019

Technical Support Engineer

Four Winds Interactive LLC
06.2015 - 07.2018

Bachelor of Science - Psychology

University of Colorado At Boulder

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BRANDIE HOPEK