Brandon M. Trube
brandon@trubetech.com | 316-804-8324 | https://www.linkedin.com/in/brandontrube/ | Kansas
Summary
With over 20 years of experience in IT service management, customer service, and team leadership, I have consistently delivered results by improving operational efficiency and customer satisfaction. I specialize in service desk management, web development, and knowledge base optimization. My expertise includes leveraging AI for process automation, managing SLAs, and creating solutions that meet business goals. I have a proven track record of managing teams, resolving escalations, and building strong client relationships. In addition to my technical skills, I have extensive experience working with government and volunteer organizations, making me adaptable to various environments and challenges.
Summary of Qualifications
- 22+ years of excellent customer service with a focus on tech support
- 13+ years team leadership and management
- 17+ years web and database development
- 17+ years of experience technical and knowledge base writing
- 6+ Years Remote Work and Remote Team Management
- Experience working with various government and volunteer organizations
- FCC Amateur Radio License, General Class (KDØHTI)
- A+ Certified Technician
- HDI Support Center Analyst Certification
- HDI Support Center Team Lead Certification
- ITIL 4 Foundations
- Fluent in multiple ITSMs: FreshDesk, Remedy, Smart IT, Service Now, Connectwise, IT Glue, etc.
- Extensive use of AI for creating and rewriting hundreds of knowledge base articles in a standardized format.
- Leveraged AI to write, troubleshoot, and modify scripts for automating repetitive processes, increasing efficiency.
- Utilized AI for reviewing contracts, Statements of Work (SOWs), and Service Level Agreement (SLA) data, ensuring compliance and accuracy.
Skills
- Global Support Services Management
- Leadership and Team Development
- Service Delivery Management
- KPI and Metric Driven Performance Management
- Cross-functional Team Collaboration
- Issue and Incident Management
- SLA Compliance and Management
- Remote Team Management
- AI-Driven Process Automation
- Process Improvement and Optimization
- Excellent Customer Service with a Focus on Tech Support
- HDI Support Center Analyst and Team Lead Certifications
- ITIL 4 Foundations Certification
- Experience with ERP-Integrated Vendor Software
- Fluent in multiple ITSMs: FreshDesk, Remedy, Smart IT, Service Now, Connectwise, IT Glue, Zendesk, Workday
- Extensive experience with Active Directory, Microsoft Windows, Microsoft Office, Microsoft Exchange, and Office 365 management
- Power BI
- SQL and Database Development
- Cisco and Ring Central Phone Management
- Strong Computer Networking and Desktop Support Skills
- Experience with VoIP and Telecommunication Systems
- Remote Access Software and Troubleshooting
- Familiarity with Network Administration (TCP/IP, DNS, DHCP)
- SCCM for Software and Patch Management
- Technical Writing and Documentation
- Training Program Development
- Knowledge Base Creation and Maintenance
- Strategic Planning and Reporting
- Government and Volunteer Organization Leadership
Work Experience
-
GSD Manager, BCBSA Service Desk, September 2022 - October 2024
-
GSD Manager, Federal Signal Service Desk, May 2023 - October 2024
Responsibilities included:
- Led the implementation of Service Level Agreements (SLAs), resulting in record-setting 100 SLA compliance for over 18 consecutive months (through the end of the contract), surpassing the previous record of 3 months, and significantly boosting customer satisfaction.
- Developed a comprehensive training program, achieving over 85% first-call resolution rate.
- Enhanced the knowledge base with over 750 articles, improving service desk efficiency and user self-service.
- Oversaw day-to-day service desk operations, ensuring adherence to SLAs and quality standards.
- Manage day-to-day operations of the service desk
and act as the primary point of contact for client
and team administrative issues/requests for multiple
accounts.
- Plan and conduct performance appraisals, administer
disciplinary actions, raises, bonuses, and promotions
for service desk staff.
- Create and manage escalation procedures, ensuring
service level agreements are met and maintained.
- Document, track, and monitor problems to ensure
timely resolution.
- Perform quality assurance monitoring to ensure
service delivery meets acceptable standards.
- Analyze GSD performance and solutions within
customer accounts, identifying and addressing problem
areas to enhance service quality.
- Conduct status meetings with customers to provide
performance updates and address open issues or requests.
- Develop, define, and communicate methods for
trending customer problems and issues, ensuring
appropriate actions are taken for resolution and
improvement.
- Provide performance updates to senior GSD management
regarding the service team's performance.
- Perform assigned tasks as directed by management.
- Attend customer and internal meetings related
to service teams.
- Interview and backfill positions as needed.
- Consistently praised for high-quality work and strong contributions to project success.
- Left with letter of recommendation.
- Project ended due to the client company's loss of their contract, resulting in no new projects available at the time.
- After Hours Operations Manager & Multi-Client
Core Team Manager - Jan 2020 to September 2022
- Service Delivery Manager, July 2016 to November 2022
- Service Desk Supervisor, Zachry Project - December
3, 2012 to July 2016
Responsibilities included:
- Managing and supporting multiple supervisor direct reports
- Managing and coaching 25+ agent reports, and
3 supervisor reports spanning 4 shifts
- Modernizing and installing processes across all
4 teams
- Working from home March 2020 - September 2022 with periodic
office visits
- Developing and maintain strong customer relationships
across business groups supported; effectively handle
and resolve customer escalations in a timely manner
- Partnering with service owners, team leaders
and peers to improve processes and identify new
service opportunities
- Identifying new staffing opportunities with existing
clients at their project locations across USA
- Delivery of staffing services
- Managing team of supervisors and team leads
- Managing profitability for assigned customers
- Managing customer defined SLAs, SLTs, and KPIs
- Resolution of client and consultant/staff issues
- KB ad Process development
- Developing a service desk from the ground up
to support over 1000 users
- Worked with client to establish service needs,
document existing processes and best practices
- Developed and revised over 300 knowledge base
articles for Service Desk use
- Developed ticket categorization and routing for
over 30 departments
- Supervise, coach, mentor and develop a group
of customer support professionals in the day-to-day
operations of providing IT customer support to multiple
business groups via several channels (phone, chat,
and email)
- Team Lead (Supervisor), July 24, 2011 - November 30, 2012
- Level II Phone Rep June 6, 2011 - July 23, 2011
Responsibilities included:
- Supporting, training coaching developing and
supervising a group of employees in a Service Center/Operations
environment.
- Continuing personal and professional development
through mentorship; on-line courses and on the job
training while maintaining phone skills.
- Using various online tools; runs reports; demonstrating
leadership through acknowledging the fair and consistent
application of policies while demonstrating a variety
of coaching styles and techniques.
- Managing 18-20 direct reports.
- Providing excellent customer service, sales,
and account maintenance for AT&T customers
- Applying my verbal and written communication
skills to manage customer accounts, resolve complaints,
and recommend solutions for customer needs.
- As an agent I sold a record six wireless widgets,
and received five customer compliment calls in my
first two weeks on the phone.
- Technology Analyst, 12/2007 - 7/2009
- Communications Specialist, 12/2006 - 12/2007
- Technical Support, 05/2002 - 12/2006
Responsibilities included:
- Provided great customer service support, and
honed my organizational, analytical, and problem
solving skills. Liaised between Customer Care and
the Applications Development Team to develop several
projects
- Troubleshot technical service issues and equipment
issues. Helped identify and analyze problem causes,
patterns, and trends; recommend corrective action
where appropriate.
- Logged all incoming calls into problem-management
database and help-desk systems; follows established
procedures to document problems and recommend modifications
to procedures as required
- Participating as a member of various cross-functional
teams to develop and document various methods and
procedures.
- Applying my verbal and written communication
skills to manage and maintain our knowledge management
system and articles.
- Developed and directed Customer Care processes,
methods and procedures, knowledge center management,
and communication strategies.
- Provided call center personnel with up-to-date
information on products, services, processes, tariffs,
rates, features, and troubleshooting techniques
by collecting and disseminating information, methods,
and procedures via web-enabled electronic knowledge
databases.
- Participated in various projects, including allowing
new hires to shadow me during my daily activities,
training and coaching of new hires, and teaching
techniques that I have learned and developed to
my new hire shadow.
- Recognized by Cox, Atlanta Corporate for various
communications development projects
- Small Business Owner
- Developed small business to provide computer maintenance and
web hosting and development to businesses and individuals.
Responsibilities included:
- Developing and maintaining fully interactive
websites and web applications,
- Providing excellent customer service, interacting
with customers to determine needs of website development,
small business management, fiscal responsibility
and client management
Current Volunteer and Community
Elected as Salem Township Treasurer in Sedgwick County, KS. Responsibilities include managing township financial operations, overseeing budgeting and expenditures, and ensuring accurate and transparent financial reporting. Involved in strategic financial planning to support the township's goals and community services. Committed to upholding fiscal responsibility and enhancing financial processes to support sustainable growth and community development within Salem Township.
Appointed to actively contribute to the city's strategic planning and development. Responsibilities include overseeing city planning, zoning regulations, and floodplain management. Involved in the development of key plans such as the Comprehensive Plan, Master Park Plan, and specific corridor plans. Committed to promoting sustainable growth and enhancing pedestrian and bicycle infrastructure in Haysville, reflecting a strong dedication to community development and public service.
As the R.A.C.E.S. Training Officer for Sedgwick County Emergency Management, I designed and delivered comprehensive training programs to prepare team members for emergency communication scenarios. My responsibilities included organizing sessions on radio operations and coordinating storm spotting and public safety events, such as DUI checkpoints and severe weather responses. I also evaluated team needs, developed training materials, conducted regular drills, and ensured alignment with broader community emergency efforts. Additionally, I mentored new members, integrated new communication technologies into the curriculum, and collaborated with other emergency services to enhance team preparedness.
Serving as President, and former Director, my responsibilities have encompassed maintaining the club's website, overseeing club activities, and managing our amateur radio repeater, which plays a pivotal role in ensuring effective communication within our community. As President, I've strived to create an inclusive and supportive environment for radio enthusiasts to connect and expand their knowledge, contributing to the club's continued growth and success.
As a board member of Central States Metal Artisans (CSMA), I take pride in helping steer the course and activities of our thriving blacksmithing community. Additionally, as a Member-at-Large, I maintain the club's website, and actively contribute to our collective decision-making process, ensuring that CSMA remains a vibrant and inclusive platform for artisans to immerse themselves in the rich tradition of blacksmithing.
Serving as Road Captain and Secretary / Treasurer for Station 171 in Lincoln, KS, I participate in numerous rides, charity events, and fundraisers, demonstrating leadership and community engagement. Fire & Iron MC is a club of firefighters and emergency responders.
I served as President of VFW Men's Aux Post 7253 from 2011 until its merger with the VFW Auxiliary in 2017, where I played a key leadership role. After the merger, I became District Vice President for the VFW Post 7253 Auxiliary, contributing to district operations. I have been a dedicated member since 2008 and continue to actively participate in the organization.
I have been a devoted member of Sons of the American Legion, Post 408, since 2008, actively participating in the organization's activities and initiatives. Furthermore, I founded ALARC (American Legion Amateur Radio Club) to introduce the realms of Amateur Radio and emergency responsiveness to the American Legion, emphasizing the importance of effective communication in emergency situations.
Education and Training
- Warren County Vo. Tech School - Engineering and CAD (Computer Aided Drafting)
Completed all required courses of study, graduated
- ITIL 4 Foundation
- HDI Support Center Analyst Certification
- HDI Support Center Team Lead Certification
- A+ Certified Computer Technician - Computer Source, Wichita, KS July 2004
- Network + Certified Computer Technician - Computer Source, Wichita, KS July 2004
-
SQL: Advanced Querying - April 2007
-
SQL: Fundamentals of Querying - April 2007
- FCC Amateur Radio Licensee, General Class (KDØHTI) - July 2010
-
FEMA IS-00100 Intro to the Incident Command System
- June, 2009 (Required for Sedgwick County EM volunteers)
-
FEMA IS-00200 ICS For Single Resources and Initial Action Incidents - June, 2009 (Required for Sedgwick County EM volunteers)
-
FEMA IS-00700 NIMS An Introduction - June,
2009 (Required for Sedgwick County EM volunteers)
-
FEMA IS-00800.c NIMS An Introduction - Aug, 2019 (Required for Sedgwick County EM volunteers)
-
ISC-2200– Basic Emergency Operations Center Functions - August 2019
-
IS-907 – Active Shooter (Required for Sedgwick County EM volunteers)
- FCC Amateur Radio Licensee,Technician Class (KDØHTI) - May 2009
-
National Weather Service Storm Spotter Training - April Every year, 2008 - Present
-
Smith Driving Course Training - May 2008
Professional References
Available upon request