Brandon Hollingshead
Tyler,TX
Summary
Empathetic, systems-minded builder with 10+ years spanning frontend development and Tier II support, translating support insights into better internal tooling and smoother user experiences. Known for bridging engineering, operations, and end-users through clear documentation, journey-aware problem solving, and cross-functional collaboration. Seeking a UX Operations role focused on improving design and delivery processes, internal workflows, and team enablement.
Overview
11
11
years of professional experience
Work History
Frontend Developer
CreditServe
Tyler, TX
09.2021 - 09.2025
- Partnered with support teams to identify recurring pain points and ship internal workflow improvements that streamlined issue resolution.
- Designed and built user-facing and internal UI components using modern JavaScript frameworks and .NET MVC.
- Served as a liaison between engineering and operations, translating frontline feedback into actionable improvements.
- Led efforts to improve documentation and developer onboarding to reduce friction for new contributors.
- Remote
Software Developer II
FinalPhaseSystems
06.2015 - 09.2021
- Built an Admin Console that unified four applications into a single internal tool, reducing context switching for internal users.
- Drove process improvements (pull requests, code standards, documentation practices) to improve quality and team consistency.
- Created and supported troubleshooting tools for internal teams, improving turnaround on customer-impacting issues.
- Became a go-to SME across multiple systems by learning business workflows end-to-end, not just code.
Tier II Technical Support
HomeAway (VRBO / Expedia)
04.2014 - 06.2015
- Resolved escalated technical issues and advocated for user needs in coordination with engineering and product teams.
- Tracked high-frequency issues and translated patterns into product improvement suggestions.
- Built credibility with both developers and users through deep technical analysis and calm, customer-centered communication.
Product Expert Tier II / Team Lead
InReachCE
- Managed day-to-day support operations, hiring and training team members while improving internal communication across departments.
- Introduced a recognition program to support morale and team performance.
- Designed and maintained client-facing sites and support portals with a focus on usability and clarity.
- Owned documentation and escalation coordination to improve resolution consistency.
Education
High School Diploma -
Skills
- UX Operations
- Customer Experience Strategy
- Support Insights & Feedback Loops
- Internal Tool Optimization
- Journey Mapping & Documentation
- Cross-Functional Collaboration
- Stakeholder Communication
- Support Enablement
- Agile / Scrum
- Empathy-Driven Product Thinking
- Figma
- Jira
- Confluence
- HTML
- CSS/LESS
- JavaScript
- JQuery
- Knockout
- Durandal
- NET MVC
- C#
- SQL
- XML
- ASPNET
- Selenium
- XUnit
- Salesforce
- Visual Studio
- TeamCity
- MyGet
- Zendesk
- ServiceNow
- Agile methodologies proficiency
- Product requirements documentation
- Product performance metrics
- Product backlog management
- Bootstrap framework
- Selenium
- XUnit
- Salesforce
- Visual Studio
- TeamCity
- MyGet
- Zendesk
- ServiceNow
- Agile methodologies proficiency
- Product requirements documentation
- Product performance metrics
- Product backlog management
Timeline
Frontend Developer
CreditServe
09.2021 - 09.2025
Software Developer II
FinalPhaseSystems
06.2015 - 09.2021
Tier II Technical Support
HomeAway (VRBO / Expedia)
04.2014 - 06.2015
Product Expert Tier II / Team Lead
InReachCE