Brye Johnson
Muncie,Indiana
Summary
Driven technical support professional who has:
- Built strong relationships with customers to ensure customer satisfaction
- Monitored and maintained customer systems to ensure optimal performance
- Provided technical support to customers for hardware and software issues
- Managed a team of 15+ technical support professionals responsible for providing technical assistance to customers
- Developed and implemented technical support strategies to ensure customer satisfaction and meet customer needs
- Developed and maintained accurate documentation of customer inquiries and resolutions
Overview
14
14
years of professional experience
Work History
Solutions Team Lead
AgencyBloc
01.2024 - Current
- Led a team of Solution Specialists in providing innovative solutions to meet clients' technology needs
- Conducted regular team meetings to track progress, identify obstacles, and ensure timely completion of projects
- Collaborated with cross-functional teams to gather requirements, define project scopes, and deliver high-quality solutions
- Mentored and coached team members to enhance skills, improve productivity, and foster a culture of continuous learning and innovation
Support Specialist
Symplr
09.2023 - 01.2024
- Demonstrated strong problemsolving and troubleshooting skills to resolve customer issues quickly and efficiently
- Managed daily technical support inquiries with a high level of customer satisfaction
- Developed and maintained positive customer relationships through excellent customer service
- Worked in a fastpaced environment to ensure all customer inquiries were responded to in a timely manner
- Analyzed customer feedback to enhance support services
- Leveraged knowledge of various software applications to assist customers with technical issues
Technical Support Engineer
Edify Labs
11.2021 - 08.2023
- Provided technical support for customers using company software solutions
- Assisted customers with product configuration and troubleshooting
- Monitored customer systems to ensure optimal performance and stability
- Investigated and resolved customer inquiries and issues in a timely manner
- Collaborated with internal teams to ensure customer satisfaction
- Created reports with KPI driven data
- Analyzed API logs and other data sources for root causes
- Used Postman to execute API calls during troubleshooting
- Built and maintained internal SOPs for the Support team
- Provided provisioning support for hardware
Technical Support Analyst
Vyne Dental
01.2021 - 11.2021
- Utilized data extraction, transformation, and loading techniques to source call , case and customer data in order to generate valuable information
- Created and interpreted agent performance and call data reports to understand business profitability and for management decision making.
- Assisted team members and managers with tasks to maintain productivity and meet project milestones.
- Required minimal oversight to complete job tasks, meeting all deadlines and goals.
- Managed daily tasks consistently and sought out opportunities to go beyond requirements and support business targets.
- Maintained good working relationship with co-workers and management
- Supported operations with consistent maintenance and updates of reports and records.
- Monitored processes and recommended methods for improvement.
- Reviewed activities regularly to identify opportunities for improvement.
- Finished all tasks and job duties, adhering to deadlines to avoid delays.
Support Team Lead
Renaissance/Vyne Dental
01.2017 - 01.2021
- Observed employees to identify deficiencies and implemented strategies to close knowledge gaps.
- Supervised team of 15-25 employees to maintain optimal performance and consistent operations.
- Coached employees on speed and efficiency to improve team productivity
- Designated goals and evaluated team progress, noting success and offering team-building exercises.
- Encouraged open communication and team engagement to improve employee morale
- Leveraged each team member's strengths on task assignments, often pairing up individuals to help develop specific skills.
- Created positive team culture, nurturing creativity in problem solving and plan building
- Received and addressed customer complaints, investigating root cause and managing related corrective measures
Tier 2 Support Technician
Renaissance
01.2013 - 01.2017
- Offered feedback on system operation to help develop modifications and reduce user problems.
- Created simulations of user problems to recreate issues and resolve operating difficulties
- Answered user inquiries regarding software operation to resolve problems.
- Used defined help desk processes and procedures to deliver second-level technical support to software customers.
- Compiled regular reports on data QA measures to maintain adherence to performance thresholds
- Verified software processes, testing for new functionality, detecting flaws, and troubleshooting
- Patched software programs to close security loopholes and update systems with the latest functionality
- Worked with Dev to report and create fixes for user reported bugs.
Software Support Technician
Renaissance
03.2011 - 01.2013
- Answered user inquiries regarding software operation to resolve problems
- Supported software users by quickly investigating and resolving issues.
- Installed software for new customers
- Trained new customers on how to use software
- Provided excellent customer service to any customer that called in needing assistance
Education
Lean six Sigma Green Belt -
SSGI
Boston,MAComputer Support Technician Certification - IT
Kaplan College
Indianapolis, INSkills
- Technical troubleshooting
- Software installation
- Customer service
- User support
- Performance testing
- Diagnose faults
- Coordination
- Multitasking
- Verbal communication
- Creative Thinking
- Verbal communication
- Data collection management
- Business performance analysis
- Visual data representation
- Analytical tool implementation
- Data validation
- Process improvement
- Performance optimization
- Customer engagement
- Hiring and training
- Staff development
- Microsoft products
- Zoho,Jira,Salesforce,CRM
- SQL Knowledge
- Domo
- Postman
Timeline
Solutions Team Lead
AgencyBloc
01.2024 - Current
Support Specialist
Symplr
09.2023 - 01.2024
Technical Support Engineer
Edify Labs
11.2021 - 08.2023
Technical Support Analyst
Vyne Dental
01.2021 - 11.2021
Support Team Lead
Renaissance/Vyne Dental
01.2017 - 01.2021
Tier 2 Support Technician
Renaissance
01.2013 - 01.2017
Software Support Technician
Renaissance
03.2011 - 01.2013
Lean six Sigma Green Belt -
SSGI
Computer Support Technician Certification - IT
Kaplan College