Brian Glass

· Owned end to end resolution of escalated technical cases.

• Mitigated churn throughout the mergers by reinforcing client confidence and continuity during periods of frustration caused by the loss of long‑standing management and engineering teams.
• Partnered with Professional Services teams to streamline and accelerate the migration of legacy parcel implementations.
• Collaborated with internal teams to design AI‑driven workflows aimed at reducing time to resolution.

• Led and trained an effective support team in an environment with scarce resources and virtually no documentation, a challenge created by multiple mergers, highly customized implementations, and the absence of a unified strategy.
• Owned end‑to‑end resolution of escalated technical cases 24/7.
• Managed and maintained all legacy client side and SaaS hosed systems to ensure compliance.
• Developed P1 process and Peak Season readiness documentation to enhance performance, improve efficiency, and reduce operational risk.
• Established and engaged in monitoring processes that improved proactive identification and resolution of issues.
• Participated in Peak Season readiness efforts, including system upgrades and performance testing, requiring close coordination with carriers and clients to address factors beyond server resource availability.
• Converted identified challenges into forward‑looking opportunities for improvement and additional service offerings.

• Delivered software implementations, often working with 2–3 new clients per week and maintained ongoing support responsibilities.
• Implemented performance optimization strategies to improve application responsiveness and reduce resource utilization.
• Presales consulting required working directly with clients, sales representatives and account management to facilitate new installations. Sometimes in person at client locations around the country.
• Maintained and upgraded systems to meet evolving carrier compliance requirements and integrate newly released functionality.