Microsoft Office Suite
Brandon Franks
QA Specialist
Cary,NC
Summary
Thorough Quality Assurance Specialist with 2-year background in Technical Support. Excellent resource management and allocation skills. Outstanding communication, organizational and time management talents.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work History
Software Support Tier 2
DaySmart Software
08.2023 - Current
- Provided expert guidance to junior team members, fostering an environment of continuous learning and improvement.
- Facilitated smooth transitions during software upgrades by providing thorough documentation and training to endusers.
- Exceeded service level agreements consistently by delivering prompt resolutions to client inquiries regarding software concerns or hardware malfunctions.
- Reduced downtime for clients by providing prompt and efficient Tier 2 support for software and hardware-related issues.
Technical Support Representive
Concord Hospitality
03.2023 - 06.2023
- Managed high levels of call flow and responded to IT technical support needs.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
QA Specialist
CusstomerHD
09.2021 - 03.2023
- Review agent interactions with customers to ensure we are providing a high quality and accurate customer experience
- Provide direct agent feedback on areas they are doing well and what steps can be taken to help create a positive experience with all customer interactions
- Working closely with Training Leads to adjust training standards to ensure all new and existing agents feel comfortable with troubleshooting processes
- Meet weekly and bi-monthly with Managers and Team Leads to ensure agents are hitting KPIs and to provide performance plans for agents who are below metrics
Technical Support Representative
CustomerHD
05.2019 - 12.2021
- Help QA Lead review agent interactions with customers to ensure we are providing and clients to ensure we are providing efficient and high quality experiences
- Handle technical and non-technical support inquiries through various platforms (voice, SMS, email, chats)
- Diagnose software, product, store, and networking issues with customers and troubleshoot in most effective and efficient manner
- Help monitor and maintain SOPs with product teams to ensure customer facing articles are concise and accurate with new updates
Education
Boot Camp - Full Stack Web Development
Lambda School
Remote 09.2018 - 03.2020
High School Diploma -
West Johnston High School
Smithfield 08.2007 - 06.2011
Skills
JavaScript
Quality Assurance
Project Management
Salesforce
Jira
SaaS
Remote Support
Software
Google Suite
Zendesk
AWS Connect
Trello
Timeline
Software Support Tier 2
DaySmart Software
08.2023 - Current
Technical Support Representive
Concord Hospitality
03.2023 - 06.2023
QA Specialist
CusstomerHD
09.2021 - 03.2023
Technical Support Representative
CustomerHD
05.2019 - 12.2021
Boot Camp - Full Stack Web Development
Lambda School
09.2018 - 03.2020
High School Diploma -
West Johnston High School
08.2007 - 06.2011