I'm currently positioned in a role that I value highly, but I'm always open to opportunities that will allow me to further grow and excel in my career. I thrive in fast-paced, challenging settings where I can fully leverage my extensive experience and skill set. I'm seeking an environment where I can contribute meaningfully while being given the latitude to make autonomous decisions and solve complex problems. I have a strong focus on details and a proven track record in process and procedure development.
Summary of Qualifications
20+ years of excellent customer service with a focus on tech support
20+ years team leadership and management
15+ years web and database development
20+ years of experience technical and knowledge base writing
2+ Years Remote Work and Remote Team Management
Experience working with various government and volunteer organizations
GSD Manager, BCBSA Service Desk, September 2022 - Present
GSD Manager, Federal Signal Service Desk, May 2023 - Present
Responsibilities included:
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.
After Hours Operations Manager & Multi-Client
Core Team Manager - Jan 2020 to Present
Service Delivery Manager, July 2016 to Present
Service Desk Supervisor, Zachry Project - December
3, 2012 to July 2016
Responsibilities included:
Managing and supporting 2 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-Present 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.
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
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
Volunteer and Community
Haysville Planning and Zoning Committee Member (Since 2024): 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..
RACES (Emergency Communications) (Since 2008): Serving as a Radio Operator, I engage in DUI checkpoints with Wichita PD and the Sedgwick County Sheriff's Department, contribute to storm spotting coordination across the county, and provide radio support for various local events annually.
Tec-Ni-Chat (Amateur Radio Club) (Since 2010): 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.
Central States Metal Artisans (Blacksmithing Club) (Since 2016): 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.
Fire & Iron Motorcycle Club (Since 2014): 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.
VFW Post 7253 Auxiliary (District Vice President 2017-2019), (Member 2008 - Present) I held the position of District Vice President for VFW Post 7253 Auxiliary, actively contributing to the district's operations. I have also been a committed member of VFW Post 7253 Auxiliary since 2008 and continue to be an active member to this day.
VFW Men's Aux Post 7253 (President 2011-2017), (Member 2008 - Merge with VFW Auxiliray) I served as President of VFW Men's Aux Post 7253 from 2011 until their merger with the VFW Auxiliary in 2017, during which I played a key leadership role in the organization. Additionally, I had been a dedicated member of the organization since 2008 before its merger with VFW Auxiliary.
Sons of the American Legion, Post 408 (Member 2008 - Present) 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
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)
Warren County Vo. Tech School, Washington, NJ 1990 - 1994
Studied Mechanical Drawing, and CAD (Computer Aided Drafting) for four years
Completed all required courses of study.
Professional References
Available upon request
Discover the multifaceted life of Brandon Trube: Wordsmith, Storm Spotter, Training Officer for Sedgwick County R.A.C.E.S., Technology Manager, Poker Player, Highland Enthusiast, Programmer and Owner of Trube Technologies, Haysville Planning and Zoning Committee, Lord of Dunans Castle, Veteran and Military Support, Cunning Linguist, DIY Extraordinaire, Politician, Wedding Officiant, Kristopher Kringle (Santa Claus), Blacksmith, Wishlist, Amateur Radio Licensee, KDØHTI, Husband to LeAnna, Treasurer & Road Captain, Fire & Iron MC, and more! - Brandon M. Trube, Husband, Programmer, Trube Technologies, Fire & Iron MC, Anorak, Training Officer, KDØHTI, Sedgwick County Emergency Management, Blacksmith, Central States Metal Artisans, Lord, Dunans Castle, Minister, Santa Claus, Motorcycle Club, Emergency Communications, RACES, ACS, Yule, Odin, Jólfaðr, Sleipnir, Ravens, Huginn, Muninn, Reindeer, Workshop, North Pole, Web Design, Web Hosting, Software Development, Metalwork, Scottish Laird, Wedding Officiant, Christmas, Traditions, Norse Mythology, Community Service, Volunteer, Emergency Response,