Brandy Maxwell

Highlights:

• With superior customer focus received five Achieving Excellence and six Shared Success awards. Also a Gold Coin recipient as well as earning the TOG Top Performer of the year
• Cultivated an environment for technical support by educating customers, being a lead technical resource for others on the team, and making sure that others on the team have the help and coverage when needed
• Lead in organizing and putting together a Field Daily Operating Procedures (Playbook), which resulted in a more streamlined support model for our customers and field technicians.
• Analyzed support coverage for Southern California region and geographically re-aligned support coverage, which resulted in saving time and money across the footprint.
• Designed, Engineered, and implemented a new survey system to allow management insite into our customer’s satisfaction ratings.
• Developed method of reducing old hardware inventory by over 80%, which drastically reduced overall risk to the firm.
• Utilizing proven organizational skills and prioritizing, achieved the highest number of incidences per year (TT’s and SR’s combined).
  • Trouble Tickets: 167 closed, SLA 99.39%
  • Service Requests: 369 closed, SLA 99.70%