ALEX J.

BRIONES
3695 Platt Court South Pleasanton, California 94588
925-577-1913 ab8c07f0@westpost.net
PROJECT & SOFTWARE SUPPORT MANAGEMENT
Accomplished technology support and customer service management professional com
bines MBA with solid experience directing cross-functional project teams. Proven
history providing world-class technical/software support to global corporate cl
ients. Excellent communication, training, and problem-solving skills; can convey
complex technical concepts to users and colleagues of all levels. Adept at lead
ing multiple concurrent projects and defining service and support practices. Flu
ent in Spanish with intermediate communication skills in French, Italian and Por
tuguese.
Lifecycle Project Management Project Planning Team Building & Leadership Reso
urce Management
Support Center Design & Implementation Business Analysis Change Management Te
chnology Initiatives
Process Improvement & Controls Problem Tracking & Resolution Defect Management
Budgeting
PROFESSIONAL EXPERIENCE
INTERMEX EXPRESS SERVICES, Pleasanton, California 2005-Present
Niche provider of commercial dry cleaning services.
President/Business Principal
Led all aspects of business launch and development. Devised and executed operati
ons, financial, technology, sales, and service strategies. Established and culti
vated client and partner relationships. Recruited, hired, and trained 8 team mem
bers. Analyzed operations and activities to ensure high-quality service delivery
.
Captured more than 25% annual increase in business to acquire more than 120 cor
porate accounts.
Directed planning and deployment of cutting-edge customer management and servic
e tracking platform that improved service quality and fulfillment while streamli
ning operations for $10K in annual savings.
Implemented Web-based payment applications to slash payment processing fees.
H&R BLOCK, Walnut Creek, California 2002-2004
Leading provider of tax preparation services across Canada, Australia, the U.K.,
and the U.S.
Assistant Director
Directed 280-person team across 17 office locations. Led associate training and
mentoring. Oversaw project planning and management. Defined performance standard
s and implemented dashboards. Managed project and operating budgets. Coordinated
risk management and crisis response to ensure customer satisfaction.
Orchestrated office and technology infrastructure setup at 17 office locations
in just 4-months to eclipse corporate objectives by 15%.
Planned and managed software and application upgrades for tax, administrative,
and business systems.
TIMES TEN PERFORMANCE SOFTWARE CORP., Mountain View, California 1999-2002
Start-up provider of In Memory Relational Database Management solutions.
Senior Support Engineer
Oversaw all facets of software support and technical escalation management with
team of 3 in global, 24x7 environment. Defined technical support and escalation
service procedures and client interaction best practices. Directed account manag
ement activities, identifying high-profile customer needs and implementing perfo
rmance metrics to improve service delivery. Coordinated issue tracking, incident
logging, and resolution review.
ALEX J. BRIONES
Page Two 925-577-1913 ab8c07f0@westpost.net
Spearheaded planning and launch of 24x7 Premium Response Program and call cente
r operation with customized CRM platform for expedited service and support for 1
30 global accounts, generating incremental revenue and providing top-tier suppor
t.
Strengthened policies, instituted performance indicators, and led training prog
rams that resulted in 100% customer satisfaction rating.
Established self-service website to allow customers to log/track incidents and
review knowledge base and technical white papers, eliminating $20K in annual lab
or costs.
KLA-TENCOR CORPORATION, San Jose, California 1994-1999
Global leading supplier of process control and yield management solutions for se
miconductor clientele.
Worldwide Software Technical Support Manager
Led 8-person team of engineers in support of all global installation, operation,
and service activities for high-profile Quest and Klarity semiconductor softwar
e solutions. Traveled worldwide to guide cross-functional teams in customer enga
gement initiatives, including requirements gathering/analysis, quality assurance
, defect resolution, and satisfaction delivery. Oversaw issue escalation and rem
ediation. Prepared and presented project status and product improvement reports
to executives, clients, and key stakeholders. Defined and implemented quality pr
ocesses and procedures. Developed project plans complete with scope, milestones,
deliverables, and Work Breakdown Structures (WBSs). Managed $1M department budg
et.
Fostered 3-fold growth to achieve 30 worldwide sites, contributing $3M in annua
l incremental revenue.
Coordinated support activities for Klarity product release, achieving all quali
ty and on-time deliverables.
Structured innovative performance dashboards that helped streamline product lif
ecycle and improved customer satisfaction and retention.
Additional experience includes roles as Technical Support Engineer & Escalation
Support Engineer with Ingres Corporation and as Test Engineer with Contect Elect
ronics.
EDUCATION/CREDENTIALS
Master of Business Administration in Information Technology Management
University of Phoenix
Bachelor of Science in Electrical Engineering/Systems
Texas A&M University
Project Management Professional (PMP) Certification Candidate (Expected December
2010)
Master Project Management Certificate Candidate ~ Stanford University (Expected
2012)
Affiliations: Project Management Institute (PMI) ~ Toastmasters International ~
IEEE
SELECTED TECHNICAL PROFICIENCIES
Platforms: Microsoft Windows, UNIX, Linux, LynxOS
Programming: C/C++, SQL, XML, HTML, JDBC, ODBC
RDBMS: SQL Server, Oracle, Ingres, TimesTen IMDB
Applications: Microsoft Project, Visio, Microsoft Office Suite
Tools: Xrunner, QuickBooks, Customer Relationship Management (CRM) Solutions