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BRIAN D. IVERSON 15001 443rd Ave SE, North Bend, WA 98045 (425) 831-2461 Email [email protected]
OBJECTIVE SUMMARY To find a position to leverage my strong interpersonal, communication and problem solving skills, computer experience and ability to work well under pressure and deadlines. Pursue continued development and a career in program and project management.
CHRONOLOGY OF EXPERIENCE Project Manager, Microsoft Corp. March 2003 April 2005 Luciano Hunziker, Platform Services Operations Manager Project Manager responsible for liaising between Technical and Operational partners to drive and assist versioning, based on user feedback and changing business, of a pre-sales, implementation and post-sales systems. Insured all business and operational project tasks were completed resulting in a successful worldwide roll-out of MSN Ads v1.0. Migrated all product, account, order, creative and accounts receivable from existing systems into AdExpert. Completed documentation and received buyoff from Business stakeholders on all Business work items. Partnered with Sales, Ad Planning and the various product groups (AdExpert, AdBuilder, AdReports, SAP and USRTech) to make sure the Business was accurately represented during the development and roll-out of MSN Ads v1.0, and future versions. Completed projects that ensured compliance with Sarbanes-Oxley audit requirements. Represented the end user in development and resolution of open issues with current tool versions and vNext releases on internal tools.
Campaign Manager, Microsoft Corp. December 2000 - March 2003 Elise Touchette, Regional Campaign Manager Implement ad campaigns from cradle to grave. Managed a team of 2 CSG employees in Redmond for the Europe, Middle East, Africa (EMEA) regions of MSN. Responsible for ensuring all service level agreements are met or exceeded thereby insuring a high degree of customer satisfaction. I research customer concerns, prioritizing and triaging technical and application related issues. Responsible for working closely with related MSN teams within business unit, sales, reporting, product groups, etc. Regular contributor of original process and application ideas and innovations in search for improved operations and efficiency as business unit. Additional responsibilities include resolving client reporting issues, enforcing policies and processes/procedures impacting both MSN Operations and Sales organizations.
Case Coordinator, Microsoft Corp, March 1999 December 2000 Nabil Pike, Team Manager Helped set up Customer Satisfaction pilot in PSSCC. Called customer in 24-hour period to make sure their issues were resolved. Created business procedures for successful launch of the Case Coordinator Pilot into a program. Collected and analyzed metrics to be rolled up to management to measure impact on overall customer satisfaction for included MS Office Products. Triaged end-user questions and complaints. Handled multiple levels of customers; maintained high coaching scores and minimized escalations through proper call-handling. Appointed to a 6-months Acting Team Manager assignment where I managed a team of 12-16 CSG employees who answered inbound technical support telephone calls. Preformed quality assurance coaching sessions on these team members.
Shift Quarterback/Helpline Backup, Microsoft Corp. Oct 1997- March 1999 Product Support Services Customer Central Ursula Bazik, Team Manager (425) 704-5209 Answered procedure and policy questions for customer representatives. Provided an escalation contact for irate customers. Monitored 24x7 queue volumes and research tools and telecom issues after hours. Created and dispatched issues for Microsoft Consulting services. Routed inbound email and phone based customers to proper support channels. Shift QB also had staffing and quality assurance responsibilities including call monitoring of phone agents and some routine back-end process to ensure smooth flow of calls through to support professionals.
Customer Service Representative, Microsoft Corp. March 1997-Oct 1997 Microsoft Technical Support Laurie Rodgers, Team Manager (425) 704-3654 Answered incoming technical support calls. Triaged end-user questions and complaints. Verified support packages available to callers. Transferred callers to support engineers. Handled multiple levels of customers; maintained high coaching scores and minimized escalations through proper call-handling. Educated customers on possible avenues for contacting Microsoft for product and support information.
Editor-in-Chief, The Observer, Fall 1995-Spring 1996 Central Washington University's student newspaper Christine Page, Business Manager (509) 963-1026 Responsible for training and organization of 30+ reporters and editors. Implemented improved staff meetings and deadline schedule. Directed page design, layout and paste-up. Wrote weekly editorials and responded to letters to the editor
Shipping, Receiving and Assembly, STAT Mfg, Summer 1991-Summer 1996 (seasonal) Electronics manufacturer Howard Mawhinney, President (425) 485-3500 Assembly and test of electronic components. Shipping and Receiving with experience using UPS, RPS, FedEx. Various light construction, carpentry and electrical duties
ACCOMPLISHMENTS AT MICROSOFTConsolidated various ad hoc processes into a single Unified Feature Request Process (Dec 04 Feb 05) Designed, developed and launched Sarbanes Oxley compliance project (Dec 03 Nov 04) Successfully migrated from AIS order/billing system to AdExpert (May July 04) Assignment as acting team manager (March July 00) Charter employee in a small team designed drive up customer satisfaction by direct contact with customers after service issue was closed (March 99 March 00) ACTIVITIES/INTERESTSI enjoy reading, music, sports and movies. I also have several automotive projects that I work on in my spare time. I am a former college athlete and enjoy the out of doors.
EDUCATION Redmond High School, Redmond, WA Honors and college-prep courses
Central Washington University, Ellensburg, WA History Major with extensive journalism and English experience
REFERENCES Available upon request
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