613 BASIE BEND, CEDAR PARK, TX 78613
PHONE: (512)996-0562 • E-MAIL: BRANDON.ALFORD@GMAIL.COM

BRANDON ALFORD

OBJECTIVE
I am currently seeking challenging opportunities that will allow me to further develop my technical, sales and management abilities by working with cutting edge technologies and software.

QUALIFICATIONS/EXPERIENCE

• 10+ years of overall experience in the software support field.
• 1.5 years supervisory/management experience.
• Approximately 2 years experience with enterprise software sales.
  
• Experience managing both local and remote employees.
• Experience with a variety of operating systems and platforms, including Windows NT/2000/XP/2003, Microsoft IIS, AS/400, Macintosh, Linux and DOS.
• Experience evaluating/updating/maintaining departmental knowledgebase, web sites and similar resources.
• Ability to work in high-pressure situations and maintain a good, positive work ethic.
• Attended several external trainings on management, team building, and coaching skills.
• Consistently maintained top performance in customer satisfaction metrics in all positions held.

WORK EXPERIENCE

BancVue, Austin, TX

BancVue, LTD creates innovative products, world class marketing, ongoing training and data driven consulting for community financial institutions to help drive customer deposits and build customer loyalty.

June 2009 - Present, Technical Account Manager

Description of Experience:

I joined BancVue in June of 2009 as a technical account manager responsible for maintaining a portfolio of clients across the U.S and making sure all of their operational and technical needs were met. Some of the main activities I currently assist with include, but are not limited to, daily monitoring of data processing, recommending software or hardware changes to improve system performance and/or functionality, assisting clients with vendor changes and other items that affect their BancVue software and providing day-to-day support when questions and/or technical issues arise.

S1 Community Financial Group Austin, TX
S1 Corporation (S1) is a provider of software and related services that automate the processing of financial transactions. Its solutions are designed for financial organizations, including banks, credit unions, insurance companies, transaction processors, payment card associations, and retailers.

August 2004 through December 2008, Jobs Held:

• Inside Account Executive, Sales (03/2007 – 12/2008)
• Regional Manager, Technical Support (07/2006 – 03/2007)
• Team Lead II/Supervisor, Tier 2 Support (03/2006 – 07/2006)
• Team Lead I, Senior Technical Team (07/2005 – 03/2006)
• Technical Support Representative - Level II/Senior Technical Team (8/2004 - 7/2005)

Description of Experience:

I began in August of 2004 as a member of the senior technical team in the Support department. I worked mostly on technical support issues that required a strong technical background to troubleshoot and resolve, as well as special projects to assist other teams identify issues or code defects affecting client production systems. I also mentored other support reps to ensure that higher-level skills and troubleshooting techniques were learned and applied on day-to-day caseloads.

In July 2005, I was promoted to team lead of the senior technical team and gained supervisory responsibilities for the four members of that team. Duties included giving performance evaluations, coaching employees when necessary, assisting senior management with interviewing & hiring, and assigning special projects to appropriate team members. As part of this position, I also worked with other teams in the organization to further train, assist with defect analysis, and create/maintain documentation that enabled the Support organization to achieve higher customer satisfaction results.

I was promoted in March of 2006 to team lead of the 17 member second-tier support team. In this position, I gained additional responsibilities such as managing employee retention, managing corrective action plans, tracking team vacation/absences, giving performance appraisals, ensuring team member metrics were met, and assisting with award and recognition programs.

In July of 2007, the Support organization underwent a significant restructuring effort, and I was promoted to regional manager of one of the five new support teams. As part of the planning team that managed the restructuring, I was able to help set up policies and procedures, as well as new operational guidelines to ensure that the new goals set up for the Support organization could be successfully met. I took over management of the 11 member team and became responsible for all internal supervisory/administrative/reporting needs, as well as gained the responsibility of maintaining top scores in customer satisfaction for my regional client base.

In March 2007, I was offered the opportunity to move into the Sales organization at the company, and I took on the challenge of learning and succeeding in a new position. I was able to quickly learn the processes and operational aspects required for managing the customer accounts in my Sales region, and worked quickly to build up my presentation and analysis skills to present Sales opportunities to clients and bring in enough closed business to meet quarterly targets. I also spent time learning how to build reports in our account management software to more effectively target prospective clients, manage our sales pipelines, and review metrics on a weekly basis to assure we were achieving our targeted goals effectively.

Renew Data - Austin, TX
Renew Data provides e-discovery and ESI (electronically stored information) risk management services to assist corporations and law firms responding to lawsuits, investigations, and audits.

September 2002 through August 2004, Jobs Held:

• Process Engineer (09/2003 – 8/2004)
• Customer Service/Sales (09/2002 – 09/2003)

Description of Experience:

In September of 2002, I took a position in Renew Data, a startup company that provided data recovery services, as well as electronic evidence services to individuals and corporations involved in litigation. I started as a front-line customer service and sales representative for the data recovery division, and eventually became the sole person responsible for the operations of that department. My daily responsibilities included answering customer inquiries about data recovery processes & pricing and providing support for customers throughout the data recovery process. I also managed processing of all incoming data recovery jobs and tracked their progress through the entire cycle of the data recovery and delivery process. Once familiar with the position, I also made recommendations to Management for pricing and process changes and managed quarterly revenue reports as well as customer service surveys to measure and track the division’s performance.

One year later, I moved into the company’s electronic evidence division, and took the role of process engineer where I was responsible for improving operational efficiency of production processes and timeframes. As part of the position, I gathered requirements for all incoming production jobs and created or provided the necessary process/QA/resource documentation for each job. I also identified deficiencies in production processes, tools, documentation and provided solutions to address identified deficiencies, as well as managed specialized projects that required using new or undefined processes to assure that project challenges were handled quickly and effectively.

S1 Community Financial Group - Austin, TX
S1 Corporation (S1) is a provider of software and related services that automate the processing of financial transactions. Its solutions are designed for financial organizations, including banks, credit unions, insurance companies, transaction processors, payment card associations, and retailers

October 1999 through September 2002, Jobs Held:

• Product Analyst, Technical Support (12/2000 – 09/2002)
• Technical Support Representative - Level II (05/2000 - 12/2000)
• Technical Support Representative - Level I (10/1999 - 05/2000)

Description of Experience:

I started my career with S1 in October of 1999, taking a position as a tier 1 support representative. As a front line support rep, my responsibilities included receiving, resolving, and responding to customer inquiries about software problems and functionality via phone, email, and electronic support intake queues.

In May of 2000, I was promoted to level 2 support representative, where my increased responsibilities included assisting level 1 representatives with complex troubleshooting and training assistance, as well as working on more difficult and escalated issues to ensure maximum customer satisfaction and prompt resolution were achieved. I also worked with other top-level reps to help document new fixes and workarounds to customer issues on our internal website and knowledgebase.

I was promoted to the product analyst position in December of 2000. In this position, I had the responsibility for technical analysis and investigation of overall product issues, as well as working with other departments to ensure the proper resolution and communication of those issues. This entailed participating in the analysis of customer and internally identified issues, making recommendations for changes to procedures, documentation, and/or system functionality, and communicating the status/resolution of problems to customers and team members when appropriate. I also assisted with the administration and maintenance of our internal Support website. 

As part of these positions, I was able to be a part of the process of putting a ticket tracking system in place and setting the related policies for that system and other support operations. This afforded me a unique opportunity of growing a team that was using pen and paper to track issues to an organization that used a ticket tracking system. I was also fortunate to give input on providing target service levels, creating management reports and other operational aspects that make a support team successful.

EDUCATION

Texas A&M University (Commerce) - Commerce, TX

Bachelor of Science – Computer Information Systems, Minor in General Business: August, 1999

Southern Mississippi University - Hattiesburg, MS

British Studies Program – Computer Sciences, London, England: Summer, 1998