Brandon J Barbarito
Beaverton,OR
Summary
Diligent with strong track record in solving complex technical issues for enterprise clients. Proven ability to enhance system performance and ensure seamless operations through effective troubleshooting and root cause analysis. Demonstrated expertise in customer communication and problem resolution.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Senior Technical Support Engineer
ServiceMax
02.2023 - 08.2025
- Served as the primary point of contact for escalated issues, collaborating with cross-functional teams to achieve timely resolutions.
- Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Maintained strong relationships with key clients through regular communication
- Contributed to product development by providing valuable feedback from customers and identifying opportunities for improvement.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Engaged in quarterly knowledge reviews and updates to maintain current industry standards and internal best practices.
Senior Technical Support Engineer
02.2014 - 12.2022
- Resolve customer service issues and skillfully manage complex customer service problems.
- Manage customers' expectations and experience in a way that results in high customer satisfaction.
- Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
- Takes ownership of and resolve escalated and high impact cases by delivering exceptional customer service experience
- Provide flexible customer service and technical support for highly customized Organizations with high quality and efficiency
- Manage Customers' expectations with regards to expected vs actual functionality
- Manage Cross-Geo communications in an effort to support customers seamlessly through the time zones
- Dedicated and actively participates in Inclusive Agent Hiring, On-Boarding, and Up-Skill Training.
Usage, Security, and Performance Skill Group Lead
02.2012 - 01.2014
- Monitor Service Level Agreement.
- Ability to dictate and communicate knowledge through different Tiers of Support including Management.
Stream Global Services
01.2008 - 01.2014
- Ensure a strict adherence to company policies and procedural guidelines
- Developed a systematic approach to more efficiently handle call/case volume while still achieving exceptional customer service
- Provide customer service excellence and technical support on telephony systems.
Customer Relationship Management Tier 2 Support Engineer
08.2009 - 02.2012
- Provided Premier and Basic customer service and technical support for customers over the phone with problems running the gamut of basic application questions to installing software and troubleshooting complex issues
- Maintained above average Quality scores and Customer Satisfaction Scores during term
Tier 1 Senior April
04.2008 - 08.2009
- Worked with individual agents on problem solving and techniques to better understand the application and increase their product knowledge.
- Provided Tier 1 Team insights on listening to customers to provide not just what they wanted but to ask for a Business Process and determine the best resolution beyond the initial request.
- Worked with the Basic Tier 1 and Premier Tier 1 teams during the initial ramp up of the Premier Tier 1 headcount and ensured that both teams continued to meet goals and assist customers.
- Provide a positive attitude in a changing environment to encourage representatives to research and learn their skill group sets and those of other groups thereby becoming full range Support Agents.
- Worked as the overnight Senior during the transition of the APAC line of business from the Watertown office to the Dublin office and ensured that our Premier customers were not impacted due to this shift in business.
Hard Lines Manager
Impossible Dream Thrift Store
01.2005 - 12.2007
- Managed a ever-changing amount of incoming donations
- Maintained a schedule for furniture deliveries and retrieval
- Supervised a daily paid staff of 5-15 individuals alongside a volunteer staff of 5 to 50
Education
Regents Diploma -
Indian River High School
Skills
- Ability to follow processes while delivering world class service
- Effective problem-solving techniques
- Consistent track record of timely task completion
- Experienced in a stressful, intense real time environment
- Technical support specialist
- Customer complaint resolution
- Excellent communication skills -verbally and in written form
- Maintain a positive work atmosphere during client expectation shifts
Certification
- Salesforce Certified Administrator (SCA)
- Salesforce Certified Advanced Administrator (SCAA)
- Salesforce Certified Platform App Builder
Timeline
Senior Technical Support Engineer
ServiceMax
02.2023 - 08.2025
Senior Technical Support Engineer
02.2014 - 12.2022
Usage, Security, and Performance Skill Group Lead
02.2012 - 01.2014
Customer Relationship Management Tier 2 Support Engineer
08.2009 - 02.2012
Tier 1 Senior April
04.2008 - 08.2009
Stream Global Services
01.2008 - 01.2014
Hard Lines Manager
Impossible Dream Thrift Store
01.2005 - 12.2007
Regents Diploma -
Indian River High School
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