Merrick Brown
Lawrenceville,GA
Summary
Results-oriented Information Technology professional seeking an opportunity to contribute to a dynamic, innovative, and vision-centered enterprise. Proven creative problem solver and collaborative team player, specializing in leveraging internal and external resources and tools to effectively address complex issues and deliver unique customer solutions.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Technical Support Engineer/Consultant Engineer
Outreach.io
08.2021 - Current
- As a self-driven professional, I promptly address customer inquiries and provide technical support through various channels, including queue-generated support tickets (Zendesk), email, chat, and Zoom calls.
- I take ownership of customer concerns, utilizing my information technology expertise to diagnose and resolve issues efficiently. Conducting root cause analysis, analyze logs, I employ remote cloud software tools to analyze software instances, debug code, and collaborate with development teams for swift solutions to complex system issues.
- Proficient in documenting faults and bugs, I liaise with development staff for iterative updates and contribute to error resolution on newly released software. Skillful at translating complex technical concepts for non-technical stakeholders, I communicate effectively to determine optimal technical solutions. Maintaining detailed records of customer interactions, I ensure consistent and effective support.
- Collaborating across teams, including sales, development, product management, and quality assurance, I thrive in a fast-paced environment to identify and resolve technical issues promptly. Providing constructive feedback, I contribute to enhancing the quality of our products and services. Staying abreast of the latest trends and technologies, I identify opportunities for system improvement and recommend new technologies to elevate our offerings.
Technical Support Engineer/Consultant Engineer
EnvisionWare, Inc.
11.2018 - 07.2021
- I played a pivotal role in customer interactions by identifying, documenting, and prioritizing their requirements, needs, and objectives. This information formed the basis for meticulous planning, preparation, scheduling, and execution of swift issue resolutions. Collaborating extensively with Information Technology administrators and library directors across hundreds of libraries in North America, I ensured seamless communication and problem-solving.
- Replicated technical software and hardware issues, examined logs, carried out root cause analysis, documenting the precise process to recreate each issue for detailed analysis. Utilized remote software connectivity tools, including TeamViewer and proprietary cloud access tools, to analyze, diagnose, and resolve software and hardware issues efficiently.
- Coordinated troubleshooting efforts by collaborating with the software support team, product manager, developers, and quality assurance team. This multidisciplinary approach ensured the quick and effective resolution of issues. This role required a strategic approach to problem-solving, effective communication with stakeholders, and leveraging advanced technical tools for efficient issue resolution.
Fulfillment Coordinator
Phoenix Direct, Inc.
02.2016 - 10.2018
- Organized and categorized incoming cargo, promptly redirecting shipments based on customer requirements.
- Efficiently separated and processed incoming stock and materials, ensuring readiness for storage or shipment.
- Conducted daily reviews of queue reports to validate the timely processing of orders within the shipping system.
- Contributed to the development and implementation of new processes, significantly improving the fulfillment workflow.
- Streamlined cargo handling and redirection in response to customer requests, enhancing overall service quality.
- Implemented effective strategies for the division and processing of incoming stock, minimizing delays in storage or shipment.
- Ensured timely order processing by closely monitoring and confirming actions through daily queue reports.
Customer Service Associate
Fify Corporation
06.2008 - 12.2014
- Led general management responsibilities for the store during the third shift, ensuring smooth operations and customer satisfaction.
- Successfully managed multiple tasks, including customer service, point of sale, inventory management, and store restocking, showcasing adaptability and efficiency.
- Addressed customer concerns with empathy and resolved issues promptly, contributing to an enhanced customer experience.
- Established collaborative service environments through targeted operational initiatives, optimizing customer support.
- Provided expert product and service recommendations, guiding customers to meet their diverse needs and preferences.
- Anticipated customer and operational needs, significantly enhancing productivity levels and delivering outstanding support.
- Inspired workplace synergy by cultivating positive interpersonal relationships with team members, fostering a cohesive and productive team environment.
Lead Community Outreach Coordinator
Mt. Sinai SDA Church
04.2006 - 08.2006
- Facilitated connections between individuals and pertinent resources, effectively addressing community needs.
- Conducted informative community workshops to promote various programs and educate the public about available services.
- Initiated and conducted home visitations, providing counseling sessions for inspirational seminars and health awareness events.
- Implemented attendance tracking software for community outreach events, enhancing efficiency and data accuracy.
Export Manager
Overseas Auto Parts Export, Inc.
10.2000 - 01.2006
- Directed, optimized, and coordinated full order cycles for international automotive repair companies in the Bahamas, Jamaica, and other countries, ensuring efficient and timely delivery of products.
- Successfully sourced automotive parts for shipment from local dealerships and after-market suppliers, maintaining a reliable and diverse supply chain.
- Systematically documented and escalated customer queries and issues for swift resolution, demonstrating a commitment to excellent customer service.
- Developed and cultivated constructive and cooperative relationships with international customers through effective communication, both over the phone and in face-to-face office interactions.
- Expertly utilized accounting software systems to generate accurate quotations, invoices, and picking lists, streamlining the administrative processes.
- Diligently oversaw the final packaging of shipments for international suppliers and auto body repair companies, ensuring the integrity and safety of products during transportation.
Education
Bachelor of Science - Information Technology
Middle Georgia State University
Macon, GA05.2020
Skills
- Fundamental Coding (Python, exposure to Java and C#)
- Debugging/Testing
- Detail-oriented
- Cloud Computing
- Problem Solving
- Analytical & Critical Skills
- Project Management
- Troubleshooting; Curiosity
- Perseverance; Fundamental Networking & Security skills
- SQL & Data analysis
- Customer Relationship Management (CRM)
- Application Implementation
- Root Cause Analysis
- Requirements Gathering
- Operating Systems (Windows & Linux)
- Continuing Education - Udemy & Codecademy (Cloud Computing & Coding Projects)
Accomplishments
- Author of the book: Knowing Tomorrow Today: Glimpses of the Future that will change your life.
- Host of the Podcast: Knowing Tomorrow Today
Certification
Certified Outreach Administrator
Timeline
Technical Support Engineer/Consultant Engineer
Outreach.io
08.2021 - Current
Technical Support Engineer/Consultant Engineer
EnvisionWare, Inc.
11.2018 - 07.2021
Fulfillment Coordinator
Phoenix Direct, Inc.
02.2016 - 10.2018
Customer Service Associate
Fify Corporation
06.2008 - 12.2014
Lead Community Outreach Coordinator
Mt. Sinai SDA Church
04.2006 - 08.2006
Export Manager
Overseas Auto Parts Export, Inc.
10.2000 - 01.2006
Bachelor of Science - Information Technology
Middle Georgia State University
Certified Outreach Administrator
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