Brian Anthony Wetack

Experience

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  Pizzahut

  Sept 2003 - May 2007

  Team Member
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  Teleperformance

  Jul 2007 - Mar 2009

  Technical Support

  Provided a high level of support to our North American clients subscribed to Verizon's High-speed internet and Fios. My duties includes:Onboarded new subscribers to the Verizon internet experience. This includes over-the-phone instructions on the physical setup of router to PC, wifi configuration, and software installation.Guided our clients in making the most of their internet subscriptions while maintaining a 88% satisfaction rating.Configured emails for clients. Troubleshoot connectivity problems. Documented sync issues. Triaged on-site tech dispatch. Show less

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  Stream Global Services

  Sept 2009 - Jul 2013

  Client Care Representative | SME | Tech lead

  Managed HP's laptops and printers business segment. Made sure HP's consumer group had partners as they embarked on their HP's product journey. My duties and responsibilities include;Provided day-to-day assistance to consumer's technical problems and provided solutions while maintaining a 85% satisfaction rate.Recorded, tracked, and documented support incidents and interactions accurately in the support ticketing system while maintaining to SLA standards.Developed and maintained subject matter expertise in relevant areas, staying updated on industry trends and best practices. Acted as an escalation point to frontline agents. Supported strategies for enhancing customer retention.As an SME, I co-facilitated classroom technical training and assisted the lead product trainer in onboarding new groups of frontline technical support agents while ensuring they have a partner on their production deployment and helping them meet the goal of 85% client satisfaction rating on their first month of deployment. Show less

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  S&P Global

  Apr 2014 - Jul 2024

  SNL Banker is an S&P Global product that serves as a data reporting and analysis solution that securely integrates data from the multiple internal data sources within a bank. With this solution, banks can clearly understand what happened from a financial & operational perspective and more accurately forecast future performance. The SNL Banker solution enables banks to make better future decisions, reduce risks, and effectively manage resources.As an Assistant Manager for the Software Solutions - SNL Banker team, my objectives and responsibilities are:Ensure our clients have partners to support them in their success.We leverage our knowledge of troubleshooting, building and modifying reports, upgrading applications, exceptional customer service skills to build relationships with clients and help them get the most out of their business intelligence tool.Handles a team of associates and ensures they have support in ensuring our clients gets the best of their business intelligence tool.Providing regular monitoring, evaluation, feedback and coaching to drive performance, high productivity and quality. Show less Direct interaction with SNL clients, through phone, email, and video conferences as they relate toclient support.Provides the highest level of product support to SNLBanker and SNLiPartners clients.Offers troubleshooting and training on the software application for clients via WebEx or Go-To Meeting.Works closely with other sects of the SNLBanker team to resolve client issues.Spearheads User Acceptance Testing on SNLBanker enhancements and bug fixes.Ensures continuity over releases of the software application.Assists in the creation of SNLBanker Community collateral material.Provides additional resources and professional services to SNLBanker Bank Advisers and SNLiPartners Account Managers. Installs upgrades and update licenses for SNLBanker clients.Provides assistance for updating users, groups, and security within the application.Conducts internal training for new hires and other sects of the SNLBanker team.Assists with the creation of an internal training course for future SNLBanker and SNLiPartnersProduct Operations analysts.Provides advanced support for SNLBanker analysts and clients.Possess a strong command on procedures and the software application.Responsible for implementing the SNL Banker data warehouse solution, including datamapping, cube maintenance, client requirements, tuning, support, and validates installations.Making proactive suggestions in regards to product usability, presentation, and data quality.Partner with product teams on the timely testing of SNL Financial products.Work with senior analyst on projects that improve and develop subject matter expertise.My experience includes the financial analysis of business cases, coordination of informationsystem upgrades, financial analytics and implementation of governance for new business cases. Show less

  • Product Specialist | Assistant Manager, Software Solutions

    Sept 2019 - Jul 2024

  • Product Operations Senior Analyst, Software Solutions

    Mar 2017 - Sept 2019

  • Product Operations Analyst, Software Solutions

    Apr 2014 - Mar 2017
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  The Investor's Edge

  Sept 2024 - now

  Operations Specialist

  In my role as an Operations Specialist at The Investor's Edge, I am responsible for supporting operations, and overseeing software solutions, sales operations, and technology processes. I help maintain accountability systems, metrics, financial forecasts, and budgets to ensure smooth operations and maximize profits for the company.