Brian Marcotte has a diverse work experience spanning various roles and industries. Brian has been working as an Associate Business Analyst at Shared Health since 2023. Prior to that, Brian worked at Dell Technologies from 2004 to 2023, where they held multiple roles. Brian served as a Senior Program Manager, responsible for end-to-end delivery of operational and strategic Voice initiatives for global inbound Sales. In this role, they optimized solutions and maximized the use of existing technologies to meet business needs. Brian also led the annual and quarterly intake and submission of key Telecom initiatives.
Brian also worked as a Program Manager at Dell Technologies, where they supported Sales chat teams globally and led the migration of the Sales team to a new chat platform. Brian deployed a standardized global chat entry form and improved the mobile user experience. Prior to that, they served as a Call Center Operations Sr. Analyst, managing call routing rules and improving the customer experience. Brian created an automated chat reporting system that provided real-time visibility into global contact handling performance.
Before joining Dell Technologies, Brian was a Call Center Operations Analyst, where they monitored call routing and provided issue management support across multiple call centers. Brian achieved a Business Process Improvement (BPI) Yellow Belt by implementing cost-saving solutions and identifying faults in routing logic. Brian also worked as a Call Center Operations Specialist, recognized for outstanding escalation management and developing reports that tracked impact.
Brian's early work experience includes a role as a Technical Support Representative, assisting consumer customers with computer hardware and software-related issues. Brian mentored new hires and published daily reports on top call drivers. Prior to that, they worked as a Dell - Level 1 Technical Support at Spherion. Brian started their career as a Process Control Engineer at US Steel.
Brian Marcotte graduated from Purdue University Northwest with a Bachelor of Science degree in Electrical Engineering Technology. Brian obtained various certifications, including Process Flowcharts & Process Mapping, Process Flowcharts & Process Mapping - The Advanced Guide, Business Analysis Fundamentals - ECBA, CCBA, CBAP endorsed, Business Analysis & Process Management, Confluence Fundamentals Badge, Decision-Making and Scenarios, Modeling Risk and Realities, Fundamentals of Quantitative Modeling, Jira Fundamentals Badge, Certified Scrum Product Owner (CSPO), and IIBA Member. These certifications were obtained from institutions such as Udemy, Coursera, Atlassian, Scrum Alliance, and IIBA. The certifications were obtained between December 2022 and July 2023.
June, 2023 - present