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
Similar Profiles
Ben LyonsBen Lyons
Senior Manager, FP&A at AgencyBlocSenior Manager, FP&A at AgencyBloc
Steven KuehnlSteven Kuehnl
Sales Manager at AgencyBlocSales Manager at AgencyBloc
Kelli CrossKelli Cross
Registered Nurse at Albany Health and RehabilitationRegistered Nurse at Albany Health and Rehabilitation
Shelby BogueShelby Bogue
Dining Room Server at Silver Birch of Muncie Assisted LivingDining Room Server at Silver Birch of Muncie Assisted Living
Keith childressKeith childress
Laborer at 1112 Laborer UnionLaborer at 1112 Laborer Union