Brian White · Technical Support · Customer Success · Pre-Sales

Turning Complex Technology into Clear, Confident Experiences

Hi, I’m Brian — a tech-savvy, people-first professional who lives at the intersection of technical support, customer success, and solution selling.

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Based in Nashville · Open to onsite, remote, or hybrid roles

What I Do

I help teams keep their systems running smoothly, users feeling supported, and decision-makers confident that technology is delivering real business value.

Whether I’m troubleshooting an escalated issue, walking a non-technical user through a fix, or positioning a technical solution to a prospective customer, my goal is the same: Make technology feel approachable, reliable, and worth every dollar.

🛠 Technical Support & IT Troubleshooting

  • Resolve L1/L2/L3 issues across hardware, software, networks, and cloud tools.
  • Support environments with hundreds of users and diverse devices.
  • Create clear documentation and SOPs that reduce repeat tickets and empower teams.
  • Collaborate with engineering and senior support to solve complex, multi-layer problems.

🤝 Customer Success & Relationship Management

  • Build long-term relationships grounded in trust, responsiveness, and clarity.
  • Translate technical features into business outcomes that matter to stakeholders.
  • Calm frustrated users and de-escalate tense situations with empathy and patience.
  • Proactively look for patterns in tickets and feedback to improve the overall experience.

💼 Technical Sales & Pre-Sales Support

  • Ask smart discovery questions to uncover true needs and constraints.
  • Tailor demos and explanations to each audience — from end users to executives.
  • Use consultative selling techniques to align solutions with real-world workflows.
  • Follow up consistently to nurture relationships and drive retention.

How I Work with Teams

I’m at my best when I’m the bridge between users and technology:

  • For support teams, I’m the person who takes on tough tickets, documents the fix, and shares tips with teammates.
  • For sales and account teams, I help explain the “how it works” and “why it matters” in language customers actually understand.
  • For engineering and IT, I bring back clear feedback from the field, rooted in real user behavior and pain points.

I’m comfortable working onsite, remote, or hybrid — and I’m used to moving quickly in environments where uptime, responsiveness, and satisfaction scores really matter.

Selected Experience Highlights

A few examples that reflect how I combine technical depth, customer focus, and clear communication.

High-Volume IT Support

  • Supported 500+ users in a busy IT environment, handling escalated incidents and keeping satisfaction near 98%.
  • Maintained 95%+ SLA compliance, reducing downtime and ensuring issues were resolved within agreed timeframes.

Knowledge & Enablement

  • Wrote and maintained 50+ knowledge base articles and SOPs, cutting repeat escalations and speeding up onboarding for new team members.
  • Provided both remote and onsite support with fast turnaround times, often in 1–4 hours.

Hands-On Technical Work

  • Delivered hands-on setup and configuration for workstations, servers, and networked devices.
  • Built web features using JavaScript, jQuery, CSS, HTML5, and WordPress, plus experience with basic mobile app development.

Sales & Communication

  • Generated over $100,000 in retail sales, using a consultative approach and CRM-driven follow-up.
  • Gained early professional experience in high-end hospitality, sharpening service, communication, and situational awareness.

Skills at a Glance

Customer-Facing & Sales

Relationship-driven, consultative, and focused on long-term value.

  • Relationship building
  • Consultative selling
  • Active listening
  • Conflict de-escalation
  • Customer retention

Support & Tools

Modern tooling for responsive, trackable, and high-quality support.

  • CRM platforms
  • Remote support tools (screen sharing / remote control)
  • Ticketing & PSA systems

IT & Systems

Practical experience across productivity suites, identity, and devices.

  • Google Workspace
  • Microsoft 365
  • Azure AD
  • Network and firewall appliances
  • RMM tools
  • Workstation & device setup

Technical

Hands-on skills that support troubleshooting, automation, and development.

  • PowerShell
  • PXE Boot
  • Windows / macOS / Linux troubleshooting
  • Basic iOS/Android app development
  • Web front-end (HTML/CSS/JS)

Soft Skills

The human side of technology — communication, empathy, and calm under pressure.

  • Empathy
  • Patience
  • Clear communication
  • Teaching
  • Adaptability
  • Confidence under pressure

Let’s Connect

Interested in working together or learning more? Share a few details and I’ll follow up.

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