Summary
Customer success and technical account management, with a decade on the technical side of the enterprise customer relationship. I manage enterprise portfolios to strong renewal and expansion results, lead QBRs with C-level stakeholders, and translate fluently between a customer's engineers and their leadership.
Off the clock, I use AI to build and ship real production software and run an over-engineered homelab, building live sites like caltraffic.com and lightthebe.am for fun. That hands-on building keeps my technical conversations real, not theoretical.
Customer Success Manager
| Optimizely- Manage a mid-market book of 30+ enterprise customers on Optimizely's experimentation and feature-management platform, reaching a 100% renewal rate with 10% net growth in Q1.
- Guide customers across both snippet-based Web Experimentation and SDK-based Feature Experimentation, helping teams stand up high-impact, high-velocity testing programs.
- Drive adoption of Opal, Optimizely's AI layer, and the Experimentation MCP server, so customers can ideate, build, and ship experiment variations directly from their AI tools.
- Partner on experimentation strategy, program maturity, and value realization to deepen adoption and drive renewals and expansion.
Sr. Technical Account Manager
| Aqua Security- Managed a portfolio of 15 enterprise accounts to an 80% renewal rate and 20% YoY upsell growth.
- Led quarterly business reviews and strategic planning with C-level stakeholders, including CISOs, DevOps leaders, platform engineers, and procurement, driving multi-year renewals and platform adoption.
- Drove enterprise adoption of container and Kubernetes security across image scanning (Trivy), runtime protection, and admission and policy enforcement.
- Partnered cross-functionally with Sales, Product, and Support to accelerate onboarding and resolve high-priority technical escalations.
Value & Adoption Consultant
| BigPanda- Drove AIOps adoption through maturity assessments and scorecards; quantified ROI and reduced MTTR with real-time analytics.
- Supported pre-sales and renewal cycles, contributing to 15 new customer acquisitions; built executive ROI dashboards.
IT Service Desk Manager
| NEC Corporation of America- Built and led a support team of up to 16 across 50+ large-scale enterprise projects using ITIL best practices, cutting time-to-resolution dramatically.
- Ran weekly customer meetings, KPI dashboards, and 24/7/365 coverage for global, multi-server biometric identity-management deployments.
- Devised training programs and a data-driven support structure that lifted both customer satisfaction and team performance.
Senior Support Engineer
| NEC Corporation of America- Project and implementation lead for large-scale enterprise facial-recognition and thermal systems at world-class venues, including Madison Square Garden, Radio City Music Hall, and Hard Rock Hollywood.
- Owned the full project lifecycle from initial concept through final delivery, coordinating multi-server, GPU-accelerated, Docker-based deployments from physical install to remote support.
- Authored support documentation and processes, and translated complex technology into clear terms for stakeholders at every technical level.
Real-Time Crime Analyst
| Sacramento Regional Transit (SacRT)- Expert in forensic video analysis, capture, segmentation, and export across a large multi-camera transit surveillance network.
- Partnered with sworn officers and investigators to research crimes across multiple records and surveillance systems, surfacing actionable evidence in real time.
- Operated in a fast-paced, high-stakes crime center, delivering accurate analysis under pressure to drive public-safety and investigative outcomes.
Administrative Assistant
| Law Office of Douglas M. Whatley- Assistant to a bankruptcy trustee and bankruptcy attorney, supporting case management, court filings, and legal document preparation.
- Commissioned Notary Public and mobile notary, facilitating the notarization of wills, trusts, and other legal instruments.
- Handled sensitive legal and financial documentation with discretion while delivering professional client support.
Recommendations
"Brendan brought structure and organization to a team of 16, increased customer satisfaction, and brought time-to-resolution down by 90%. His quick thinking in high-pressure scenarios proved invaluable."
"I consider Brendan my greatest mentor. His greatest strength is his grounded personality, able to work under pressure while keeping a calm demeanor. Undoubtedly a joy to work with."
"Brendan has a rare combination of technical proficiency and outstanding soft skills. Any company employing Brendan would be lucky to have him."
"As a customer-driven service manager, Brendan puts the success of customers first, building relationships and earning their trust."
"His deep technical expertise made him an invaluable resource. He leads by example, handling every client interaction with professionalism and genuine care."
"Brendan strives to resolve every customer issue and build a strong working relationship with each. He is an amazing asset and will succeed wherever he is."