​​​​Brian D. Brubaker​

Business Intelligence Analyst

​2008 - 2015

 

Develop databases and reports used by Sales, Marketing, HR and IT including but not limited to sales/trend reports, sales vs. budget, software licensing, new hire tracking, employee headcount/termination reports.  Work with SAP, Microsoft, Oracle, Adobe, etc. to create vital data-rich report structures used by various departments for trending, forecasting, and planning. Deliver end user training for applications such as SAP CRM, SAP Business Warehouse, Microsoft, and mobile products. 

 

Customer Service Analyst

2005 - 2008

 

Supported IBM, Sun Technologies and Dell to ensure continuous operation of their RAID Array systems. Supplied weekly and monthly reports to management detailing trends in failures, ticket creation and calls handled as well as trends in assignments to technicians and development teams. Provided presentations regarding the trends in critical situation issues and development cases. Resolved hardware and software issues with development team. Improved overall team performance by providing online training and reference materials for handling customer-related issues. Experienced in Windows Servers and Linux/Unix platforms as well as SANtricity and Simplicity Storage Management Platforms and Remedy and WINS/Seibel ticket creation and management software.

 

Supervisor of Customer Care

​2000 - 2004

 

Coached and developed a team of 15-30 customer care representatives. Communicated expectations and held team accountable for meeting KPIs such as Quality, Sales, Attendance, and Customer Retention. Analyzed and organized schedules and staffing to meet performance targets. Provided ongoing training to team members to sustain/exceed performance expectations.