BRIAN REYNOLDS
170 Dudley Ave. | Thornhill, ON L3T2E7 | - |-
Diligent and skilled in the field of Support Management with experience in computer
operations, application support, quality assurance, as well as technical support. With
proven leadership qualities, client interaction skills, and a strong possession of
knowledge in communications, I would be an asset to your company.
SKILLS & ABILITIES
Computer Operations
• Provide assistance in troubleshooting hardware installations
• Advanced knowledge of Zendesk, Salesforce, JIRA, SQL, Postgres, Olark, and
TeamViewer
• Analyze and interpret SQL database corruptions
Technical Support
• Analyze Console logs to troubleshoot SQL/MYSQL database corruptions
• Conduct software testing with QA to resolve application performance bugs
• Provide entry level knowledge of Network Security, and Windows related functions
Client Relations
• Exceptional interpersonal skills and advanced abilities in client-focused service
• Achieved positive recognition and accolades from customers via feedback surveys
• Built strong relationships with customers that increased high company ratings
EXPERIENCE
Technical Support Agent (Tier 1)
Leonardo
•
May 16, 2016 to Present
Coordinate issue resolution to ensure all requests are handled appropriately and in a
timely manner
•
Provide 1st level support to clients and partners via email and telephone
•
Demonstrate a thorough technical understanding of Leonardo’s products and services
•
Execute production processes such as media encoding and loading * Execute on various
technical support and tasks as required
•
Develop and maintain positive relations with clients and partners
Technical Support Agent (Tier 2)
July 6, 2014 to May 13, 2016
Marketcircle
• Promoted to Tier 2 Technical support agent after 6 months as a direct result of technical
ability and initiative
• Support for PCs, Printers, laptops, Apple devices including iPhones and iPads, etc.
• Support end users in their use of applications such as MS Office, ERP, CRM, VPN, and
mobile device management
• Respond to and resolve technical end user services and support inquires
Technical Support Agent (Tier 1)
May 5, 2014 to July 3, 2015
Marketcircle
• Promoted to Tier 1 Technical support after 3 months as a direct result of technical ability
and initiative
• Duties included, but were not limited to: troubleshooting various problems for affected
customers through Zendesk
• Creating and publish Help Centre articles to facilitate the development of clients’ skills in
using the CRM
Customer Advocate Agent
February 19, 2014 to May 3, 2014
Marketcircle
• Workflow analyses and walkthroughs provided for onboarding inquiries
• Responded to pre and post-sale inquiries about the application via email, live chat and
phone calling
• Provided hand-over-hand training to assist new clients with learning application
functions and features
EDUCATION & PROFESSIONAL DEVELOPMENT
Network Administration Certification Program
University of Maryland University College (UMUC)
- Dean’s List Honor’s (2014) for academic achievement
- Certification completed
May, 2015
Bachelor of Arts, Psychology/Pre-Physical Therapy
University of Maryland (UMBC)
May, 2012
Associate of Arts, Social Science
Howard Community College (HCC)
- Dean’s List Honor’s (2007) for academic achievement
October, 2012
