Brandon Hirmiz
Macomb,MI
Summary
Results-oriented IT leader with a proven track record in creating and implementing enterprise-level solutions that enhance cloud infrastructure and drive customer success. Demonstrated expertise in managing cross-functional teams to increase operational efficiency, integrating IT projects with business objectives, and utilizing data-driven insights for decision-making. Successfully managed multi-million-dollar projects while delivering scalable cloud-based solutions across multiple countries, ensuring compliance with industry standards. Committed to fostering collaboration and implementing innovative strategies that lead to significant organizational improvements.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Director of Customer Success and Professional Services
Plato AG
11.2017 - Current
- Managed a team that directed full-scale enterprise software deployments for all enterprise clients, including Caterpillar Global and General Motors, optimizing deployment and support lifecycles to ensure customer satisfaction, and measurable time to value to earn the respect of all stakeholders involved.
- Served as the primary point of escalation in the event of customer concerns, and served as the voice of the customer to internal cross-functional teams.
- Enhanced scalability and service delivery for users across multiple regions through strategic cloud adoption and vendor management.
- Established standardized customer success and IT governance processes, enhancing issue resolution, and operational continuity.
- Enhanced client relationships through effective coordination of development and innovation efforts.
- Enhanced customer success rates by fostering long-term collaborations through tailored service approaches.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Reviewed customer feedback data from surveys and focus groups to assess satisfaction levels with services offered by the organization.
- Analyzed trends in customer demand for professional services and recommended changes as needed.
Manager, Executive Escalations Team
Tesla
11.2016 - 11.2017
- Led the Executive Escalation Team across Michigan and parts of Ohio, resolving high-priority quality issues and ensuring exceptional customer experiences through prompt and strategic solutions
- Managed regional corporate expenditures, optimizing resource allocation to improve operational efficiency and drive higher levels of customer satisfaction
- Launched and led the 'Right-the-First-Time' initiative, generating significant cost savings by addressing manufacturing quality issues and developing a database to track part origins through warranty data, enhancing quality control
- Integrated a feature into the Tesla app that streamlined communication between customers, dealerships, and district managers, reducing dealer visits and expediting issue resolution, significantly improving customer service responsiveness
- Boosted customer satisfaction metrics by 25% through direct survey feedback collection and effective communication of insights to senior leadership, driving continuous improvements in service and product quality
Master Section Analyst (Program Manager)
Ford
Dearborn, MI
06.2016 - 11.2016
- Managed the U611 (Lincoln Aviator) project from concept through to prototype launch, overseeing all phases and ensuring the project was delivered on time and under budget
- Resolved critical challenges within the U625 (2020 Ford Explorer) project by streamlining processes, mitigating program risks, and reducing time losses, improving overall project efficiency
- Collaborated closely with cross-functional teams to address design, engineering, and manufacturing issues, ensuring alignment and smooth execution across all project stages
- Implemented project management best practices, optimizing resource allocation and improving communication between stakeholders to ensure timely issue resolution
- Delivered comprehensive reports to senior management, providing key insights into project timelines, budget performance, and risk mitigation strategies
Product Quality Analytics Lead
Volkswagen Group of America
Auburn Hills, MI
01.2015 - 06.2016
- Led vehicle preparation efforts for public launches by overseeing testing, issue resolution, and engineering tolerance, delivering critical solutions for parts used across multiple vehicle models
- Partnered with IT teams and Audi AG to design back-end infrastructure, build robust data models, and implement AI-driven guidance structures to enhance product quality analytics and decision-making
- Developed and maintained user-friendly interfaces for product support, facilitating efficient communication and swift resolution of quality issues across various departments
- Drove continuous improvement by analyzing product quality data, identifying trends, and recommending actionable solutions to improve vehicle performance and reliability
- Ensured the successful integration of new technologies and analytics tools, improving the overall effectiveness of product quality assessments and enhancing launch readiness
Education
Bachelor of Business Administration - International Business and Accounting
University of Michigan
Skills
- Java Application Design
- Python Programming
- JavaScript Proficiency
- Database Querying
- Cloud Computing Expertise
- Containerization Expertise
- Kubernetes Deployment
- SQL Server Management
- Security Information Management
- Program Oversight
- Staff development
- Conflict resolution
- Performance tracking and evaluation
- Problem resolution
- Relationship building
- Administration and reporting
- Contract negotiation
- Revenue forecasting
- Task prioritization
- Crisis management
- Business analysis and reporting
- Complex Problem-solving
- Team leadership
- Regulatory compliance
- Work Planning and Prioritization
- Profit and loss management
Certification
- CISSP (Certified Information Systems Security Professional), 2024
- PMP (Project Management Professional), 2024
Accomplishments
- Received award from Vice President of Ford Chief Engineering in 2018 for taking a project that was behind schedule and finalizing it before schedule.
- Closed the largest processional services and implementation deal in 2019 for PLATO AG.
References
References available upon request.
Timeline
Director of Customer Success and Professional Services
Plato AG
11.2017 - Current
Manager, Executive Escalations Team
Tesla
11.2016 - 11.2017
Master Section Analyst (Program Manager)
Ford
06.2016 - 11.2016
Product Quality Analytics Lead
Volkswagen Group of America
01.2015 - 06.2016
Bachelor of Business Administration - International Business and Accounting
University of Michigan
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