Jeff Bredhauer

Phone - Email- JEFF BREDHAUER Web linkedin.com/in/jeff-bredhauer10993b53 TECHNICAL SUPPORT Address Calle Covadonga 453 Col Lomas de Zapopan Zapopan Jalisco Mexico EXPERIENCE L2 Technical Support 2016 – Present Day ABOUT ME GFI Software Troubleshot and resolved custom communications and security software with 100% success rate.  Resolved customer complaints and concerns with strong written/verbal and negotiation skills.  Displayed courtesy and strong interpersonal skills with all customer interactions.  Maintained composure and patience in face of difficult customer. Technical Support Manager 2012 - 2014 Five Faces Pty Ltd Engineered Five Faces Technical Support infrastructure including an on-line knowledge base, self-service portal, and automated e-mail support.  Slashed customer resolution times and improved case closure rates (averaging 10 cases closed each week, beating goal of 8) by ensuring technicians were trained in advanced troubleshooting methods.  Improved customer satisfaction (achieving 90% rating) by concentrating on backlog case reviews and assigning cases to technicians with the most appropriate expertise.  Implemented awards program for techs receiving perfect customer service surveys.  Ensured consistent customer response worldwide by collaborating with counterparts in Europe, India and Asia to standardize procedures, including warm and cold hand-offs, and escalation processes. Technical Support Manager 2005 - 2011 Mobile Phone Solutions Managed a team of 44 Support Engineers delivering Tier 2 level support to customers Australia wide for all Mobile Phone repairs and warranty claims.  Built and maintained relationships with customers and [company name] support units globally and specifically within North and South America.  Created and improved procedures and processes used to effectively troubleshoot customer issues. EDUCATION Bachelor of Information Technology (Information Systems) 2002 – 2005 Diploma of Information Technology (Customer Support) A self-managed and result-oriented Support Technician/Manager with 12 years of experience in Project Management, Desktop Support, Contract Negotiation/Administration, Budgeting, Warranty Management, Product Development/Launch, Training/Development, Crew Supervision, Technical Support and Client Relations. Strategic Technical Support with strong interpersonal, communication, problem solving and decision making skills. Ability to establish and maintain strong alliances; lead and motivate teams; drive projects to successful completion; convey complex technical requirements/data; exceed customer expectations and achieve fiscal bottom-line results. REFERENCES Amin Gholoobi Technical Support Manager, GFI Software Yazz Krishan CEO, Five Faces Pty Ltd Abdul Alabri Senior Developer, Five Faces Pty Ltd Amin.gholoobi@aure a.com-om.au-m.au SKILLS Queensland University of Technology Overall of high credit average has been achieved Knowledge obtained from the course:  Information systems and project management  Enterprise systems and management  Information systems and business management  Requirements, analysis and modeling  Web Development PROFESSIONAL SKILLS Exchange SQL Windows Server Windows Clients HTML/CSS Javascript Southbank University of Technology Completed Courses in Project Management, Website Development, SQL Databases 2000 - 2002 PERSONAL SKILLS Creativity Personality Teamwork HOBBIES Hard Work Management Travelling / Swimming / Cars / Watching Movie / Video Game