Brian Nyborg
Technical Consulting (Self-Employed)
Lake in the Hills,IL
1
Certification
34
years of professional experience
Detailed and organized leader with over 10 years of experience in team management, process optimization, customer service excellence, and food service operations, along with 20+ years of technical skills within healthcare, service desks, independently ran businesses within high-paced environments. Skilled in developing strategies to enhance operational efficiency, train teams, ensure compliance, and deliver exceptional guest experiences. Proven ability to manage budgets, implement solutions, and foster a positive work culture to drive store success within a retail sales store.
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.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Experienced team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Work History
Store Manager
2 Years 9 Months- Led daily store operations, ensuring optimal customer service and staff performance.
- Implemented inventory management systems to enhance stock accuracy and reduce waste.
- Trained and mentored team members to improve operational efficiency and customer engagement.
- Analyzed sales data to identify trends, adjust merchandising strategies, and boost profitability.
- Developed promotional campaigns that increased foot traffic and enhanced brand visibility in local market.
- Resolved customer complaints promptly, fostering loyalty and improving overall satisfaction ratings.
- Collaborated with corporate leadership to align store goals with overarching company strategies for growth.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Coached all Guest Service Representatives in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Supervised guests at front counter, answering questions regarding products.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Maintained successful employee retention plan (#1 in Region 9) by setting examples for co-workers/GSR's, reducing staff turnover rates significantly.
- Maintained corporate strategies for attracting new customers by analyzing demographic data and conducting targeted marketing initiatives.
- Maintained loyalty and rewards program that boosted repeat business and increased overall sales revenue.
- Enhanced employee performance and satisfaction by establishing clear goals and providing regular feedback.
- Cultivated strong team by hiring motivated individuals and fostering collaborative workplace, leading to improved store performance.
- Optimized checkout process to reduce wait times, improving customer satisfaction scores.
- Managed inventory levels to minimize waste and ensure product availability, supporting customer satisfaction and sales efficiency.
- Implemented loss prevention strategies, significantly reducing shrinkage.
- Streamlined store operations to reduce costs, negotiating with suppliers for better pricing and optimizing staff schedules for peak times.
- Analyzed sales data to identify trends and adjust inventory accordingly, preventing stockouts of popular items.
- Oversaw daily operations to ensure compliance with health and safety standards, maintaining safe environment for both staff and customers.
- Improved store layout for better customer flow and product visibility, leading to increase in average purchase size.
- Reduced employee turnover by creating supportive work environment and recognizing outstanding performance.
- Streamlined communication between staff and management, ensuring that all team members were informed of policy changes and promotions.
- Boosted overall store sales by implementing innovative marketing strategies and exceptional customer service standards.
- Fostered culture of excellence and accountability among staff, resulting in higher employee morale and lower turnover rates.
- Enhanced team performance with comprehensive training programs, leading to improved customer service and operational efficiency.
- Interacted well with customers to build connections and nurture relationships.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Reduced operational risks while organizing data to forecast performance trends.
- Assisted with scheduling employees for shifts, taking into account high customer traffic on certain days of the week, employee strengths, while holding high accountability during peak times.
11 Years 8 Months
- Provided on-site and remote technical support to small businesses and home users, delivering tailored solutions that improved customer satisfaction and met budget constraints.
- Dynamically trained and developed as a Food Service Manager, overseeing weekly kitchen inventory controls and implementing FIFO strategies for fresh food product deliveries to ensure the highest compliance and safety standards.
- Trained clients on equipment usage (e.g., printers, scanners) and software updates, enhancing operational efficiency and user confidence.
- Managed project planning and implementation, ensuring timely delivery of hardware/software upgrades within client-defined budgets.
- Resolved customer issues promptly, maintaining high service levels and building long-term client relationships.
QA Analyst, PMO Analyst
3 Years 2 Months- Led cross-functional teams to review and improve service desk operations, achieving higher first-call resolution rates and stakeholder satisfaction.
- Developed and provided an ITIL v3 database for a self-paced training program for over 150 IT stakeholders and executives across the entire IT department, achieving a 100% passing grade for all participants.
- Coordinated quarterly exercises to test disaster recovery plans, demonstrating strong operational oversight and preparedness.
- Oversaw budget tracking and vendor coordination, ensuring projects stayed on schedule and within financial targets.
- Hosted weekly meetings to align teams on change management, fostering a collaborative and accountable work environment.
Lead Supervisor, Technical Support Team Lead, Service Desk Analyst II/III
3 Years 1 Month- Supervised a team of 18 service desk agents locally in Bloomingdale, IL, and an additional 15 agents remotely in Tempe, AZ (headquarters location), ensuring consistent performance and customer service excellence across locations.
- Provided coaching, performance evaluations, and training programs for up to 33 agents, improving team efficiency and client satisfaction.
- Developed and implemented training initiatives for new hires and existing staff, fostering a collaborative and skilled workforce.
- Created and maintained knowledge bases and ticketing systems, streamlining operations—applicable to inventory and scheduling management.
- Delivered monthly performance reports to clients, ensuring adherence to service level agreements and identifying improvement opportunities.
- Led team in implementing process improvements that enhanced workflow efficiency.
- Oversaw daily operations, ensuring adherence to company policies and procedures.
- Mentored staff, fostering skill development and promoting a collaborative work environment.
- Collaborated with management to develop strategic initiatives aligned with business goals.
- Analyzed operational challenges and devised effective solutions to optimize performance.
- Coordinated training programs for new hires, improving onboarding effectiveness and retention rates.
- Managed inventory control processes, reducing discrepancies and improving accuracy.
- Facilitated communication between departments to enhance project coordination and outcomes.
- Demonstrated strong leadership skills, motivating team members to reach their full potential through coaching and mentoring efforts.
- Assisted upper management in achieving long-term company objectives with timely execution of key projects.
- Championed employee development by offering regular training opportunities, supporting professional growth, and cultivating a culture of learning.
- Instructed employees on proper cleaning and sanitation of equipment and surfaces.
- Educated workers about proper safety procedures to prevent accidents and injuries.
- Enhanced customer satisfaction with timely responses to inquiries and effective resolution of issues.
- Collaborated with cross-functional teams on various initiatives to optimize operational performance across departments.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Delivered superior customer service in every interaction and skillfully resolved conflicts.
- Deployed corrective actions quickly to maintain strong quality standards and protect consumers.
- Fostered a culture of continuous improvement by encouraging staff input on process enhancements or procedural changes that would benefit the organization as a whole.
- Learned every team members' role to offer skilled backup during shortages and high-volume periods.
- Reduced employee turnover rate by creating a positive work environment and offering opportunities for professional growth.
- Optimized resource allocation to maximize profitability while maintaining high-quality standards in service delivery.
- Implemented regular performance reviews, providing constructive feedback and setting achievable goals for improvement.
- Played an instrumental role in recruiting top talent to build a highly skilled workforce capable of meeting diverse company needs.
- Trained personnel to develop new team leads for newly developed IT Team's needs.
- Developed comprehensive training programs for new employees, increasing overall productivity levels.
- Supervised entire production process, from incoming materials and line preparation to quality assurance inspections and product shipping.
- Established clear lines of communication within the team, fostering collaboration and teamwork.
- Ensured smooth daily operations by addressing unforeseen challenges promptly and proactively.
- Increased project completion rates by prioritizing tasks and effectively delegating responsibilities to team members.
- Improved team efficiency by streamlining processes and implementing new workflows.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established team priorities, maintained schedules and monitored performance.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed detailed plans based on broad guidance and direction.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Launched quality assurance practices for each phase of development
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Defined clear targets and objectives and communicated to other team members.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Managed senior-level personnel working in marketing and sales capacities.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Led technical support team, ensuring timely resolution of customer inquiries and issues.
- Developed training materials for onboarding new technical support staff, enhancing service quality.
- Implemented process improvements to streamline ticket management system, increasing response efficiency.
- Analyzed recurring technical issues, identifying root causes to improve product reliability and performance.
- Mentored team members on advanced troubleshooting techniques, fostering skill development and confidence.
- Collaborated with cross-functional teams to address complex customer challenges and enhance user experience.
- Conducted regular performance reviews, providing feedback to promote professional growth within the team.
- Established best practices for technical documentation, improving knowledge sharing among support staff.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Championed the adoption of new support tools and technologies, consistently staying ahead of industry trends and best practices.
- Increased first-contact resolution rates by implementing thorough quality assurance measures across all support interactions.
- Proactively identified potential bottlenecks within the technical support process, taking decisive action to address and eliminate issues.
- Conducted regular performance evaluations for team members, providing constructive feedback and guidance on professional growth opportunities.
- Developed comprehensive training programs for new hires, resulting in faster ramp-up times and increased productivity levels.
- Collaborated with cross-functional teams to identify areas for system improvements and implement necessary changes.
- Managed daily operations of the technical support department, ensuring full compliance with company policies and procedures.
- Implemented an internal knowledge base for quick access to troubleshooting resources, enhancing overall team efficiency.
- Led a team of technical support specialists, ensuring efficient issue resolution and timely customer followups.
- Streamlined processes for improved workflow efficiency within the technical support department.
- Liaised with product development teams to report recurring issues, ultimately driving product enhancements based on customer feedback.
- Established clear performance benchmarks, motivating team members to consistently exceed expectations.
- Spearheaded efforts to improve response times, significantly reducing average time-to-resolution metrics.
- Reduced ticket backlog by implementing effective prioritization strategies and delegating tasks accordingly.
- Provided ongoing mentorship and coaching to less experienced team members, fostering their professional development.
- Fostered a positive work environment through open communication and proactive conflict resolution tactics.
- Cultivated strong relationships with key clients by providing prompt and reliable technical assistance as needed.
- Created detailed reports on team performance metrics, presenting valuable insights to senior management during quarterly reviews.
- Coordinated schedules for after-hours support coverage, maintaining availability during peak business hours without compromising work-life balance for employees.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware prior to deployment.
- Patched software and installed new versions to eliminate security problems and protect data.
- Developed and implemented preventive maintenance procedures.
- Generated reports to track performance and analyze trends.
- Helped streamline repair processes and update procedures for support action consistency.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Offered assistance in implementing and developing training programs.
- Assisted in development of system security protocols.
- Resolved technical issues for end-users, enhancing overall customer satisfaction and support experiences.
- Monitored service desk tickets, ensuring timely responses and resolutions to user inquiries and incidents.
- Documented troubleshooting processes and best practices, improving knowledge base accessibility for team members.
- Collaborated with IT teams to streamline incident management workflows, reducing resolution times significantly.
- Trained new staff on service desk protocols and tools, fostering a knowledgeable support environment.
- Analyzed recurring issues to identify trends, implementing proactive measures to mitigate future occurrences.
- Led initiatives to improve service desk operations, optimizing resource allocation and response strategies.
- Developed performance metrics for the service desk team, driving accountability and continuous improvement efforts.
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Provided after-hours support as needed to minimize business impact during downtime events.
- Discussed customer concerns regarding product usage, billing or [Type] to promote improved user experience.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Developed strong working relationships with vendors to expedite issue resolution and maintain optimal system performance.
- Consistently met or exceeded key performance indicators related to service quality and response times.
- Conducted regular reviews of service desk metrics to identify areas for improvement and implement enhancements accordingly.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Collaborated with internal partners to effectively resolve end-user issues.
- Initiated cross-selling and upselling conversations to promote customer product purchases and generate sales.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
Technical Manager, Office Manager, Technical Consultant, President
15 Years- Held leadership positions managing teams, overseeing operations, and providing technical support across multiple industries, including healthcare and education.
- Developed budgeting strategies, trained staff, and implemented process improvements to enhance service delivery and profitability.
Education
- Accounting and Business
Skills
Team Leadership & Training
Customer Service & Guest Experience
Food Service Management & Inventory Control
Operational Oversight & Process Improvement
Budgeting & Financial Management
Scheduling & Performance Analytics
Compliance & Safety Standards (FIFO
Food Safety)
Problem-Solving & Conflict Resolution
Training Program Development
Certification
- ITIL v3.0 Foundations Certified, Fruition Partners
- Windows 2000 for Windows NT Administrators, New Horizons
- Advanced Computer Networking, Total Seminars
Timeline
Store Manager
Thorntons, LLC
10.2023 - 07.2026Read More
Technical Consulting (Self-Employed)
12.2014 - CurrentRead More
QA Analyst, PMO Analyst
Cancer Treatment Centers of America
10.2011 - 12.2014Read More
Lead Supervisor, Technical Support Team Lead, Service Desk Analyst II/III
Insight Direct
09.2008 - 10.2011Read More
Technical Manager, Office Manager, Technical Consultant, President
01.1993 - 01.2008Read More
Southern Illinois University of Carbondale
from Accounting and Business
Read More