brandonhubbard.com

bkhubbard@gmail.com

+1 (818) 297-4175

My goal is to become associated with a company where I can utilize my skills and gain further experience while enhancing the company’s productivity and reputation. To contribute superior project and operations management skills and experience in an IT Service Management role.

Joined and assisted the product team with the continual introduction of agile development practices within the company. Worked with the team in delivering 3 major new products: (ve) Server, (dv) 4.0, and ProCDN.

• Created a new team responsible for monitoring and managing any service disruptions.
• Reviewed and routed customer/employee requests regarding product bugs and features.
• Managed and accelerated development of the Community Wiki.

My primary role for the technical communications team was to handle customer facing documentation in the company KnowledgeBase. Other roles included writing posts on the company weblog, updating copy on the website and the customers login portal, known as the AccountCenter.

• Wrote over 200 pages of new technical documentation in the KnowledgeBase to assist customers and support agents.
• Provided detailed updates on the company status blog regarding any service disruptions usually within minutes of occurrence regardless of day or time.
• Reviewed and updated copy on customer facing sites and tools such as the company website or AccountCenter.

As a member of the technical support department, I provided fast and friendly customer service by phone or a custom ticketing system. Work consisted of troubleshooting a wide array of hosting and website issues from assisting someone with email, setting up a CMS such as Wordpress, or troubleshooting issues with installing Nginx on Ubuntu.

• Surpassed total call/ticket numbers over all previous agents within my first month while still maintaining a dedicated high level of customer service.
• Evaluated, trained and provided on-going support for many of the new agents hired within the department.
• Decreased agent call times up to 50% by working with developers to design a new user interface for agents taking calls within the custom ticketing system.

The statewide CFT is made up of more than 140 local unions. Its public education membership includes EC/K-12 teachers, classified employees, community college instructors, adult educators, and University of California lecturers and librarians. The IT Department was responsible for managing all IT services for the 10 administrative offices located in various locations around the state, and some limited IT services for the 140 local unions.

• Built and maintained Windows servers, and managed networks in multiple offices.
• Created and maintained several websites, mostly Joomla or standard HTML/CSS.
• Researched and tested low-cost voip solution using Asterisk for several offices.
• Performed regular hardware and software repairs for desktops, laptops and other mobile devices.

On weekends, I served as a professional ski/snowboard instructor. Along with teaching as an instructor, I was responsible for multiple duties such as: clearing pathways of snow, managing student sign-in/check-out, equipment cleaning, guest information, and small carpet operations.

• Introduced ski/snowboard skills to resort guests at various ages and skill levels.
• Evaluated and provided on-going training for new instructors using AASI & PSIA national standards.
• Created professionally designed excel worksheets allowing management to keep better track of daily visitors.
• Designed personal business card to pass out to clients as marketing for private lessons.