Michelle Brillon
Lorain
Summary
Results-driven Technical Support Specialist with over eight years of experience in helpdesk and customer service environments. Expertise in delivering comprehensive Salesforce support while fostering strong customer relationships. Proven ability to engage clients by accurately diagnosing issues and implementing streamlined solutions for effective technical problem resolution. Committed to enhancing user satisfaction through exceptional service and technical proficiency.
Overview
17
17
years of professional experience
Work History
Technical Support Specialist
Autodesk
08.2019 - Current
- Support multiple Autodesk software, PlanGrid, Build, Docs, Cost Management, Insight, BuildingConnected, Desktop Connector, TradeTapp, ProEst, Takeoff, Pype, and AutoSpecs
- Work alongside the product and marketing teams to develop product enhancements based on data driven information and direct customer feedback.
- Onboard new customers via remote training sessions
- Develop and present training materials for Tier 1 agents
- Write customer facing technical help guides
- Discern intended product behavior
- Identify defects, write Jira escalations to work with engineering directly towards temporary workarounds until a resolution is obtained
- Identify and triage product instabilities via escalated cases, customer feedback and channel discussions
- Manage instabilities by determining the severity and global impact
- Provide status updates directly to customers during times of instabilities via Salesforce (previously Zendesk)
- Follow up with customers to verify resolutions and satisfaction.
- Lead daily standups
- Ensure SLAs are met
- Maintain consistently high CSAT ratings
Assistant Project Manager
Innovative Architectural Planning Government Services Group
04.2017 - 08.2019
- Assist Procore customers via phone support and email chat to navigate projects, upload bids and download documents
- Coordinate 100+ projects simultaneously from project initiation to completion
- Write scopes of work based on the clients need
- Prepare submittals for submission to agency
- Ensure all insurance, safety plans, bonds and schedule of values are correct
- Create and distribute purchase orders to contractors
- Prepare projects to bid, compile received bids for agency selection
- Ensure contractor invoices and schedules align
- Ensure billing is accurate by updating project change orders and associated costs
Broadcast Operator
Media General (NBC)
08.2012 - 04.2017
- Ensure commands entered reflect the scheduled customer needs
- Ensure programming and commercials are received and uploaded for each broadcast day
- Run live events for the Today Show, Sunday Night Football, Presidential Elections, local news, and the Olympics
- Broadcast weekly and monthly emergency alert system tests
- Maintain contact with station personnel to ensure promotions and teases are submitted before air
- Maintain composure in high stress breaking news by multi-tasking and distributing information to news teams in a timely manner
- Ensure revenue is not lost and all commercials and television shows make it to air
Master Control Operator
Community Broadcast Group
09.2008 - 08.2012
- Responsible for preparing each show for broadcast
- Manually enter traffic insertions
- Edit video and sound for commercials
- Single-handedly run radio switch board during live sporting events
- Operate television master control room during live sporting events
- Create promotions for television broadcast
- Attend community events to promote and create station awareness
Education
Bachelor of Arts and Communications - Telecommunications
Bowling Green State University
Bowling Green, OH01.2010
Skills
- Skilled in SaaS implementation
- Proactive issue identification
- Two decades of customer service expertise
- Clear technical documentation
- Strong empathy skills
- Interdepartmental collaboration
- Proficient in high-pressure environments
- Strong multi-tasking skills with goal orientation
- Multi-media editing expertise
- Project Management
- Strategic organizational oversight
Timeline
Technical Support Specialist
Autodesk
08.2019 - Current
Assistant Project Manager
Innovative Architectural Planning Government Services Group
04.2017 - 08.2019
Broadcast Operator
Media General (NBC)
08.2012 - 04.2017
Master Control Operator
Community Broadcast Group
09.2008 - 08.2012
Bachelor of Arts and Communications - Telecommunications
Bowling Green State University