Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

BRANDIE HOPEK

Berthoud,CO

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Customer Success Manager II

NetApp
Boulder, CO
02.2022 - 02.2023
  • Primary ownership and accountability for ensuring customer growth, satisfaction, and retention within assigned book-of-business
  • Lead ongoing improvement and evolution of partners selling Spot PC and Spot portfolio
  • Demonstrate leadership and provide mentoring to become trusted advisor to partners
  • Managed over 50 MSPs and 500 end users
  • 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
  • Develop and maintain close relationships with C-level executives and key decision makers and buyers and converting them into Spot promoters
  • 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

Technical Support Engineer II

NetApp
Boulder, CO
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
Boulder, CO
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.

Associate Sign Developer and Sign Developer

Four Winds Interactive LLC
Denver, CO
08.2018 - 11.2019
  • Managed multiple projects simultaneously with various ranges of complexity per FWI predefined processes
  • Trained customers on FWI products
  • Assisted with hardware implementation—Windows based equipment, Bright Sign, and Samsung SSP
  • Implemented setup, verification, and modified web-based content asset management accounts
  • Initiated data entry software configuration tasks
  • 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

Tech Support

Four Winds Interactive LLC
Denver, CO
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
  • Received internal certifications in Sign Builder for Four Winds Interactive software
  • Worked in Active Directory to add customers to the correct profile.
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.

Customer Engineer

Par Technology Corp
Boulder , CO
01.2008 - 04.2015
  • Managed roughly 50 co-workers as Shift Leader
  • Received escalations and difficult cases from co-workers
  • De-escalated situations internally and externally
  • Assisted in training of co-workers on new troubleshooting techniques
  • Mentored new employees on various software versions
  • Used Linux to work on customer’s Point of Sale’s systems.
  • Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
  • Used remote diagnostic tools to identify sources of certain customer issues.

Education

Bachelor of Science - Psychology

University of Colorado At Boulder
Boulder, CO
12.2020

Skills

  • Operations Management
  • Customer Engagement
  • Leadership Development
  • Business Development
  • Customer Success
  • Rest API, Storage, vCenter, vSphere, Azure Engineering, Active Directory
  • Renewal Opportunities
  • Pre-Sales Support
  • Root cause analysis
  • Customer service expert
  • Knowledge Base
  • Technical Aptitude

Certification

Azure Fundamentals- (AZ-900)

Timeline

Customer Success Manager II

NetApp
02.2022 - 02.2023

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

Tech Support

Four Winds Interactive LLC
06.2015 - 07.2018

Customer Engineer

Par Technology Corp
01.2008 - 04.2015

Bachelor of Science - Psychology

University of Colorado At Boulder

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BRANDIE HOPEK