Brendan R. Earl
Pittsburgh,PA
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals.
Overview
12
12
years of professional experience
Work History
Product Technical Support Operations Analyst
ZOLL LifeVest
09.2023 - Current
- Conducts audits, runs reports, and analyzes data to facilitate improvement in key metrics to achieve departmental and personal goals
- Oversees and supports departmental Workforce Management initiative
- Developed and maintains Problem Description reports used cross-functionally to identify equipment issues and predict field inventory challenges
- Queries and aggregates data from multiple databases and analyzes results to uncover operational challenges
- Develops, runs and monitors reports to improve team productivity, quality, agent performance and staffing optimization
- Provides support to management as needed, including ad-hoc data analysis, special projects, and other duties as assigned
Senior Technical Support Specialist
ZOLL LifeVest
10.2021 - 09.2023
- Trained, coached and assisted members of the E-mail, Emergency Response, Call Quality & Mentoring Teams
- Documented performance issues identified in the team and provides feedback and coaching
- Lead the Call Quality Team by distributing responsibilities and completing monthly call reviews
- Attended meetings and communicated with leaders from other departments to improve departmental and company-wide procedures
- Conducted interviews and facilitates the new hire process by enhancing and presenting training materials
- Lead departmental Workforce Management initiative
Supervisor of Technical Support
ZOLL LifeVest
12.2021 - 10.2021
- Participated in the recruiting, interviewing, hiring, and on-boarding process for new Tech Support Staff including requisition submission, offer preparation, and training coordination
- Managed shift scheduling including call offs, PTO, OT utilization, breaks and lunches to ensure proper coverage and SLA attainment
- Interpret data pertaining to key metrics and work with management to drive departmental goals
- Worked with 20+ direct reports to provide coaching and feedback in areas of concern
- Supervised all staff on shift
Technical Support Specialist
ZOLL LifeVest
04.2014 - 09.2018
- Provided technical support via phone by troubleshooting issues in compliance with all associated training
- Managed department Emergency Response situations to ensure patients are protected quickly and effectively
- Mentored new hires and completes weekly quality reviews for their managers
- Documented all customer complaints, alleged product deficiencies, returned goods orders, change requests/change orders, sales orders, call reports
- Completed call quality reviews to ensure guidelines are followed department-wide
Office Administrator (Temporary position)
Center Independent Energy LP
09.2013 - 12.2013
- Primary manager for Pacific Pride-franchisee operations (cardlock fueling network); oversaw transaction monitoring, sales and accounts-receivable reports, customer service, billing, payment processing, bid submission to potential customers, account management
- Managed all human resources tasks, including, but not limited to unemployment and workers' compensation claims, maintenance of staff files, background checks
- Managed payroll processing by checking and converting timesheets into documents formatted for payroll company and creating biweekly payroll reports
Education
BS - Marketing, Real Estate
Villanova University
Villanova, PA05.2010
Skills
- PC and Mac proficient
- MS Word
- MS Excel
- MS Access
- MS PowerPoint
- SQL SMS
- PowerBI
- Data analysis
- Process optimization
- Operations management
Timeline
Product Technical Support Operations Analyst
ZOLL LifeVest
09.2023 - Current
Supervisor of Technical Support
ZOLL LifeVest
12.2021 - 10.2021
Senior Technical Support Specialist
ZOLL LifeVest
10.2021 - 09.2023
Technical Support Specialist
ZOLL LifeVest
04.2014 - 09.2018
Office Administrator (Temporary position)
Center Independent Energy LP
09.2013 - 12.2013
BS - Marketing, Real Estate
Villanova University
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