brian cors

Served as first/second level customer contact and technical support at an international call center for wide-area network services provided by WorldCom. Troubleshot data circuits ranging from 56k to T3 data speeds. Acted as an assistant to the manager and as a trainer/mentor to incoming hires. Took on additional project work electronically documenting complex network structures and support processes.

Entrepreneurial business, providing technology services and training for home, business and non-profit clients. Data network planning, installation and repair. Home audio/video/gadget assistance. Website, social media and mobile device consulting. Focused on patiently teaching clients of various skill levels to troubleshoot and self-solve technology problems.

Acted as the support team manager and customer engagement lead serving companies ranging in size from small, independent organizations to large, well-known global brands. Selected, deployed and managed SaaS-based tools for support staff. Developed, integrated and maintained support service level agreements. Established after-hours escalation procedures. Visualized and analyzed metrics for both case resolution time and satisfaction. Served as company lead for social care initiatives.

Championed and initiated efforts for social media based customer care at ITS. Worked to proactively repair and transform customer relationships. Advised on social care strategy for employees and C-level leadership teams. Consulted on social media solutions addressing unique needs of campus units. Integrated social technologies into departmental business practices across the division and organization.

Managed matters regarding technology systems. Provided on-call support and tech training for staff members. Created a business-class computing environment largely based on Mac OS X and iOS. Aided University cross-departmental technology planning, deployment and best practices. Planned and executed technology needs for $42M museum expansion, completed in March 2009. Launched the museum’s social media presence and online museum store initiatives.

Hired during the new store opening as a part time Specialist. Listened to clients and taught them about Apple technology. Recommended and configured custom-tailored solutions. Assisted as part of the business sales team, creating long-term customer relationships. Shared my professional experience to strengthen the knowledge of peers and to help facilitate transformational customer experiences that are unique to Apple.

Lead initiatives to improve how the University of Michigan campus community utilizes mission-critical telecommunication products and services offered by Communications Systems and Data Centers (CSDC). Track industry trends and issues that potentially affect performance, and proactively create paths to avoid them. Engage with campus to learn how CSDC technology is being used in the University community, advise about proper usage and discover future use cases. Implement methods of proactive support. Serve as a subject matter expert and voice of the customer for CSDC products and services. Create and share documentation and training resources for internal and external use. Build avenues for collaboration and engagement both within and outside ITS. Act as product manager for tools and applications being developed to better understand performance and user experience of CSDC telecommunications services.

Completed a program based on traditional analog video production. Self-crafted academic minor options geared toward the then-infant fields of web development and digital media technology. While schooling full-time, also worked at WKAR TV-23 [public broadcasting for mid-Michigan] to gain professional work experience."]