Brad Reid
DENHAM SPGS
Summary
Dynamic End User Support Manager with a proven record in enhancing customer satisfaction and streamlining service delivery. Expertise in team leadership and operational improvements, driving impactful results through data analysis and mentorship.
Overview
27
27
years of professional experience
Work History
End User Support Manager
B1bank
Baton Rouge, LA
01.2013 - 07.2020
- Led support team to enhance customer satisfaction and streamline service delivery processes.
- Implemented training programs to improve staff performance and knowledge retention.
- Analyzed support metrics to identify trends and drive operational improvements.
- Coordinated cross-departmental initiatives to resolve complex customer issues efficiently.
Senior IT Support Engineer
State Bank
Brookhaven, MS
01.1994 - 03.2012
- Led IT support initiatives to improve response times and enhance user satisfaction across multiple departments.
- Mentored junior staff, fostering skill development and promoting knowledge sharing within the IT support team.
- Implemented troubleshooting protocols that reduced incident resolution times and increased operational efficiency.
- Streamlined ticketing system processes, enhancing tracking accuracy and improving service delivery metrics.
Education
Associate of Science - Computer Programming
Copiah-Lincoln Community College
Wesson, MS05-1995
Skills
- Technical support expertise
- Teamwork and collaboration
- Problem-solving
- Technical support
Timeline
End User Support Manager
B1bank
01.2013 - 07.2020
Senior IT Support Engineer
State Bank
01.1994 - 03.2012
Associate of Science - Computer Programming
Copiah-Lincoln Community College