Brian Coons

Experience

• 

  Long & Foster Companies

  Jun 1991 - May 1998

  Production Supervisor

  Supervised corporate in-house advertising production office.

• 

  TYX Corporation/EADS Test and Services

  Jan 1998 - Nov 2011

  Manager, Software Support

  TECHNICAL SUPPORT / CUSTOMER SERVICE• Served global customer base including customers in the U.S., China, Japan, and Europe. • Researched and responded promptly to customer questions. Escalated as necessary.• Received customer inquiries via email, phone and web entry. Logged and tracked reported problems and requests for enhancement in problem report database. • Coordinated with software developers and executive management to set priorities.• Supported engineers providing customer training.SOFTWARE PRODUCTION AND TESTING• Led change control board meetings for software products.• Coordinated software releases with technical and marketing managers. • Prepared custom software distributions. • Managed shipment and tracking of all software distributions (approx. 250 per year). • Retrieved released files from MS Team Foundation Server. • Designed and performed quality assurance methods to install and test software CDs. • Replicated and tested reported problems. EXECUTIVE OFFICE ADMINISTRATION• Supervised computer and network administration. Provided in-house support for computer and network administration. • Managed supply acquisition including office supplies and computer hardware purchases. Chose service providers for phone and Internet access. Managed corporate PBX.• Researched customer accounts to provide executive summary to sales staff. Created monthly reporting of current and lapsed customer contracts.• Advised CEO / VP of product development needs and progress of software development.• Designed and maintained procedure for internal sales order documentation.• Supported accounting department with audit research of customer orders / deliveries. Show less

• 

  Association of American Medical Colleges (AAMC)

  May 2012 - Feb 2013

  Customer Support Analyst
• 

  Nexus Systems, LLC

  Mar 2013 - Jul 2020

  • Quality Assurance Analyst II

    Jul 2018 - Jul 2020

  • Quality Assurance Analyst

    Dec 2014 - Jun 2018

  • Client Support Analyst

    Mar 2013 - Nov 2014
• 

  TrialCard

  Oct 2020 - Apr 2021

  Quality Assurance Analyst
• 

  Zift Solutions

  Jul 2021 - now

  Support Specialist