Brandon McCurry
Talmo,Georgia
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
19
19
years of professional experience
Work History
Technical Success Manager
Cequence Security
01.2023 - 11.2023
- Manage book of business across mid-market and enterprise customers including financial institutions and retailers
- Manage a high trust relationship with technical contacts, decision makers, and C-suite members
- Coordinate with Account Managers, Product Management, Executive teams, Professional Services, and the technical support to ensure a high level of customer satisfaction
- Track customer use cases for expansion opportunities and requests for enhancements
- Manage project plans for on-prem and SaaS deployments of Spartan and Sentinel product solutions to ensure that all milestones and success criteria are achieved
- Plan and coordinate executive business review to show mitigation efficacy metrics, use case milestones/status, next steps in deployment plan, and product roadmaps
- Coordinate with sales on upsell, cross sell, and all expansion opportunities
- Escalation of high priority customer issues to the support and engineering teams for review and expedited resolution
- Implement Churn Zero as primary Customer Success tool to automate customer health, reporting, and provide early warnings for customer churn.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Collaborated with sales and product teams to address customer success objectives.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Customer Success Manager
Menlo Security
03.2021 - 11.2022
- Manage book of business across mid-market and enterprise customers including 6 of the largest banks internationally - $6.9M ARR
- Establish and maintain a trusted advisor level relationship with key contacts at each of the defined accounts
- Coordinate activities with Account Managers, Product Management, Executive teams, Professional Services, and the Technical support to ensure a high level of customer satisfaction
- Document status of deployment and provide escalation on high-priority risks identified
- Provide project management for deployments of cloud and on-prem solutions to ensure that all milestones and success criteria are achieved
- Conduct monthly value meetings and quarterly business reviews with key stake-holders to show value and review customer priorities and goals
- Identify upsell, cross sell, and expansion opportunities within the current customer base
- Track and review high priority support tickets and RFEs to increase the resolution time with support and product teams
- Provide critical customer feedback to assist with resolution
- Review NPS and CSAT surveys to understand customers' challenges and identify gaps in customer satisfaction.
- Created customer support strategies to increase customer retention.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
Systems Administrator
Kubota Manufacturing of America
08.2019 - 03.2020
- Project management of the entire life-cycle of Infrastructure projects
- Presentations and Communication to all levels of management for projects and infrastructure initiatives
- Prepare and present capital investments to the top-level management team
- Create Plan-Do-Check-Act (PDCA) for infrastructure incidents that cause downtime
- Provide hands-on support and engineering in a large VMware environment across multiple datacenters supporting an environment primarily comprising various versions of Windows Server
- Advanced knowledge of Microsoft Windows Server and processes, the ability to maintain, configure, and image/deploy VMs
- Administer Enterprise level storage
- Reduxio, Dell EMC, Cohesity
- Administer Microsoft SQL Server in standard, clustered, and AO environments
- Develop and implement procedures for operational processes ensuring proper documentation is performed and tested
- Ensure server backups are working as configured, optimized, and restore of VMs and User data is tested on a routine schedule
- Tested software remotely and onsite for server sets to maintain operational readiness.
- Planned and implemented upgrades to system hardware and software.
- Perform account audits, log reviews, system file audits, patch audits, service audits and ports/protocol analysis for servers that must remain operational
- Review results of such reviews and audits with the IT Manager.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Performed software installations and upgrades to UNIX or Windows operating systems.
IT Service Desk Manager
Kubota Manufacturing of America
06.2017 - 08.2019
- Manage support team for the Kubota Industrial Equipment site (KIE)
- Serve as the lead analyst providing network, server, and desktop support to the user community
- Maintain VMware and Citrix XenApp server environment
- Maintain Microsoft server environment (30) to support the business applications and domain functionality
- Assist with the Microsoft System Center Configuration Manager server (SCCM)
- Develop policies and procedures for disaster recovery
- Assist with SharePoint maintenance and security
- Serve as the project coordinator to keep the project on schedule and within scope
- Troubleshoot printing solutions including Zebra and Datamatics high-volume printers
- Manage Motorola and Datalogic scanning solutions using Avalanche software.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
Project Coordinator
Acumen IT
08.2016 - 05.2017
- Coordinate projects to meet scope, time, budget, and exceed stakeholder satisfaction
- Overall coordination of data gathering activities, resources, equipment, scheduling, and information
- Skills of adaptability, versatility with administrative and facilitation skills to keep the project focused on its objectives
- Develop a project plan for distribution to project participants
- Drive implementation consistency and quality through execution of the project management process
- Administration duties - maintenance of project documentation, plans and reports
- Engineering duties - maintenance of materials, configurations, data gathering, and vendor requirements
- Serve as the primary point of contact for project stakeholders
- Meets work standards by following production, productivity, quality, and customer-service standards; resolving operational problems; identifying work process improvements.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
Field Engineer
Acumen IT
06.2013 - 08.2016
- Virtually monitor 45 varying customer environments to ensure uptime and proactively manage through security scans, patch management and system log reviews
- Troubleshoot customer environments from desktop user to switch, routers, wireless, firewall, server, SAN, storage, VMs, backup solutions and exchange
- Installation and maintenance of desktop and server applications
- Customer facing for training, implementation support, and project analysis and planning
- Making technology recommendations upon identification of gaps
- On-boarding of new clients and performing SWOT analysis
- Develop and implement disaster recovery plans.
Technical Support Specialist
Huber Engineered Woods, LLC
05.2007 - 06.2013
- Configuring TCP/IP protocol for implementation of DNS, DHCP and subnetting networks for managing network traffic
- LAN connectivity and communications support (phone, email, web and mobile)
- Provide desktop support and technical services for local and remote users
- Installation and upgrades of applications and operating systems
- Maintain Exchange, Active Directory, McAfee Antivirus and Exchange
- Perform migration of physical servers to virtual environments
- Project manage IT initiatives greater than $50k
- Oversee Dell lease of servers and workstations
- Work with production and engineering to minimize downtime
- Manage server, workstation, HMI, and network for production environment.
Systems Administrator
Stephens County Schools
01.2005 - 05.2007
- Manage all helpdesk support issues
- Configuration, setup and installation of TCP/IP Domain-Based networks
- Configuring and Installing network cable runs, hubs, routers, and switches
- Active Directory, LAN/WAN support
- Maintenance procedures for operating systems including service packs, updates, virus protection software, patches, and various other utilities.
Education
Associates Degree - Computer Information Systems Network Specialist -
North Georgia Technical College
12.2004
Skills
- Leadership
- Customer Service
- Service Management
- Project Management
- Change Management
- Cross-Functional Team leadership
- Strategic Planning
- Root Cause Analysis
- Problem-Solving
- Resource Allocation
- Organizational Skills
- Attention to Detail
Awards
Leadership Excellence Award and Practice (Kubota Manufacturing of America)
References
- Nic Lechner, Cequence Security, Manager of Customer Success, nic.lechner@cequence.ai, 916-220-5735
- Scott Felton, Cequence Security, Sales Engineer, bsfelton@gmail.com, 832-794-1340
- Peter McAnespie, Menlo Security, Regional Sales Manager, pmcanespie92@gmail.com, 339-234-1202
- Zachary Hazen, Blue Voyant, Sales Engineer, hazenzw@gmail.com, 864-529-1497
- Jessica Kalagher, Menlo Security, Senior Customer Success Manager, jessica.kalagher81@gmail.com, 508-450-6845
Timeline
Technical Success Manager
Cequence Security
01.2023 - 11.2023
Customer Success Manager
Menlo Security
03.2021 - 11.2022
Systems Administrator
Kubota Manufacturing of America
08.2019 - 03.2020
IT Service Desk Manager
Kubota Manufacturing of America
06.2017 - 08.2019
Project Coordinator
Acumen IT
08.2016 - 05.2017
Field Engineer
Acumen IT
06.2013 - 08.2016
Technical Support Specialist
Huber Engineered Woods, LLC
05.2007 - 06.2013
Systems Administrator
Stephens County Schools
01.2005 - 05.2007
Associates Degree - Computer Information Systems Network Specialist -
North Georgia Technical College
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