Brian Rodney

Reviews Salesforce Equipment Queue each day and assigns cases that are unassigned to team members. Acts as first escalation point for customer or vendor escalations. Queries and reviews Chronicall metrics, providing metric data to Manager for use in monthly team meeting. Conducts daily team scrum meeting and reports meeting minutes to Product Manager. Subject Matter Expert for the leading dental CAD/CAM solutions; including Roland mills, sintering ovens, suction units, 3Shape (Clinical & lab-facing) and Exocad. Provides technical support to customers on hardware via online sessions, telephone, e-mail, and occasional on-site events. Collaborates directly with manufacturing vendors on bug fixes, beta testing and hardware improvements. Performs rigorous testing of CAD software to understand software limitations.

Investigated complex software issues while simultaneously coordinating with vendors to resolve level 3 technical support issues remotely. Performed troubleshooting for PC hardware & software issues; including hardware failures, software compatibility, and component upgrades. Identified and resolved networking issues; including connectivity, sharing permissions, and firewall exceptions. Coordinated and delivered remote training on equipment to audiences of varying technical exposure including software & hardware maintenance and security best practices. Documented customer software and hardware issues within multiple helpdesk systems including Zendesk and ServiceNow. Exceeded ticket response and aggressive SLA’s goals set by the company while maintaining a 98% customer satisfaction rating.

Managed the routine and non-routine daily functions of the property without direct supervision. Researched, recommended, and implemented improvements to existing operations and procedures, as approved. Developed, coordinated, and enforced procedure and productivity standards. Accomplished financial objectives by forecasting requirements, preparing budgets, scheduling expenditures, analyzing variances, and initiating corrective actions. Maintained excellence in service by creating and enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and identifying trends.

Developed and trained staff, both on an individual and group basis, to help further professional competence. Communicated regularly with departmental executives regarding process improvement strategies and lean operational methodologies. Measured service levels, record accuracy, and productivity using performance-based analytics to ensure continuous workforce improvements. Coordinated with management and global business partners to ensure departmental SOP's are harmonized. Monitored maintenance and cleansing activities of database records within Oracle and SAP ERPs.

Managed a high-volume workload within a deadline-driven environment. Resolved an average of 250 inquiries in a given week with a clientele base ranging from purchasers to end-users. Resolved customer technical inquiries quickly, competently and professionally; documenting all correspondence. Communicated with internal partners to escalate customer inquiries to the appropriate specialized technical service department when necessary. Utilized numerous systems to collect, update, and house customer information, including SAP, Oracle, and Salesforce.

Proactively maintained 6 major vendor accounts, including Sysco and Oroweat. Oversaw in-house operations, including correspondence with vendors, colleagues and managerial staff. Coordination of workflow and daily ordering. Responsible for food order implementation from multiple facilities. Ensured collection of payments and accurate reporting of procurement. Computed high volumes of data within a corporate database. Monitored deliveries and processed and stocked shipments using the FIFO method. Analyzed costs and successfully negotiated pricing terms. Saved the organization $30K+ by sourcing lower priced contracts and revising par strategies.

Worked from blueprints, deciphering scale measurements, general conversion and notation analysis. Executed hardware installations of varying degrees, including an extensive undertaking of a hospital. Actualized elaborate installation procedures including server room construction and cable tray fabrication. Responsible for handling customer moves, add-ons and changes. Completed cable pulling and termination of various mediums including, cat 3/5/5e/6 cable, fiber optic, telephone, alarm and PA systems, 200p backbone and coaxial cabling. Maintained a professional and courteous manner to ensure quality service.