Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Casey Brunkhorst

17 Eagle View Ct. St. Peters

Summary

Dynamic professional with extensive experience in customer service, excelling in technical support and team leadership. Proficient in Salesforce Service Cloud and ServiceNow, I drive operational excellence and foster collaboration. Recognized for enhancing team performance and implementing innovative solutions, I combine strong analytical skills with effective communication to achieve outstanding results.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Office Assistant

Asphalt Ninjas
St. Peters
05.2025 - Current
  • Acts as the main point of contact for all office staff, which includes Sales and Marketing departments, owners, and crew.
  • Answers all incoming phone calls, text messages via RingCentral, and emails immediately, taking as extensive notes as possible.
  • Creates Contacts and Jobs using JobNimbus, managing every phase of their lifecycle.
  • Utilizes Excel spreadsheets to bid jobs as well as create work orders.
  • Uses QuickBooks to create Estimates, Sales Orders, and Invoices.
  • Completes miscellaneous tasks, such as getting/sending mail, making copies, printing invoices, and cleaning.

Manager, Specialist Support – Enterprise

Refinitiv, a London Stock Exchange Group
St. Louis
08.2022 - 07.2024
  • Virtually and geographically led a team of 5 to 10 specialists at any given time, responsible for providing second-level technical support for various deployed and managed services, ensuring exceptional support was provided.
  • Developed individuals by promoting core values and best practices through bi-weekly 1-2-1s, quarterly connects, and more.
  • Provided eyes-on-glass monitoring of the team’s internal chatrooms, queues, and inboxes to ensure their bandwidth is equally distributed as well as leveraging opportunities for them to further their technical expertise of complex experiences.
  • Aided the team by owning day-to-day as well as development / enhancement cases and queries to further grow personal knowledge as well as alleviate roadblocks that may disrupt operational priorities.
  • Actively collaborated with frontline teams as well as peers globally to continuously develop and refine communication, knowledge, procedures, and incident management processes, which included extensive training to sustain standards at all levels, during a transition of strategic locations.
  • Assisted with the development of new tools, such as FullPicture Cloud and the migration to Rundeck Enterprise, which aided in ongoing efforts to maximize the benefits of automation.

Senior Technical Support Engineer – Refinitiv Real Time Direct (RRTD), Refinitiv Real Time – Opera (RTDO), and Thomson Reuters Data Feed Direct (RDFD)

Refinitiv, a London Stock Exchange Group
St. Louis
04.2021 - 08.2022
  • Monitored infrastructure devices for connectivity, performance, capacity, and data / content issues, while using Salesforce Service Cloud for case management.
  • Worked alongside development teams and through Jira via Kanban boards to bridge any knowledge gaps amongst multiple points of support as new exchanges were installed.
  • Provided continual feedback regarding daily tools, such as Rundeck and Datadog, especially as software fixes were being implemented.
  • Provided weekly audits of cases regionally and globally across multiple teams to analyze trends, merge issues, and find areas for improvement in reporting at all stages of the case’s lifecycle.
  • Maintained the product / team’s SharePoint page to ensure all documentation and additional information was up to date.
  • Participated in weekly collaboration calls with team members regarding knowledge, deployments, software releases, or ongoing issues.
  • Continued to complete previously assigned managerial tasks, such as monthly TEN Coaching Evaluations, organizing coverage, monitoring / driving projects, and acting as an emergency point-of-contact for upper management.
  • Continued to offer supplementary support in my previous roles.

Senior Technical Support Engineer – Last Mile, IBES, and Thomson Data Feed (TDF)

Refinitiv, a London Stock Exchange Group
St. Louis
10.2018 - 04.2021
  • Managed the network delivery of the last mile circuit deployed to customer sites via the Delivery Direct infrastructure.
  • Investigated outages with command line knowledge of Cisco and Juniper networking devices using remote tools, such as HPNA and jumpboxes.
  • Frequently communicated with customers and service providers to drive action plans and resolutions.
  • Chaired and documented Technical Recovery Team calls, when a major incident occurred.
  • Completed Operational Acceptance Testing (OAT), which consisted of connectivity, configuration, enrollment, and Netcool alarm testing, to ensure that deployed hardware and software was ready to be commissioned into service for the customer(s).
  • Acted as 1 of 3 rotating Queue Managers, which included the following responsibilities: ensuring a seamless handover from the previous shift, vetting incoming cases / e-mails, distributing tasks to team members, and being the main point-of-contact for the team.
  • Acted as the Manager’s contact should there be an urgent issue, while they were unavailable.
  • Assisted in the hiring process from the initial candidate selection to performing interviews.
  • Temporarily trained in IBES and TDF as an emergency point-of-contact and offered supplementary support in times of need.

Technical Support Engineer – Service Assurance

Refinitiv, a London Stock Exchange Group
St. Louis
08.2017 - 10.2018
  • Assisted with deploying a team at the St. Louis campus, which included involvement in the interview, access, and training process.
  • Monitored networking devices, such as NIDs and routers, notifying customers, and escalating service impacting outages to service providers in a timely manner that was in line with Service Level Agreements.

Associate Application Support Engineer

Refinitiv, a London Stock Exchange Group
St. Louis
09.2014 - 08.2017
  • Supported the infrastructure of Thomson Reuters’ preparatory product, Eikon, and its additional add-ons, such as Thomson Reuters Eikon – Microsoft Excel with eyes-on-glass monitoring.
  • Assessed impact, escalated incidents, and relayed accurate information to clients / shareholders in a rapid manner, which was consistent with the company’s escalation parameters, while using service management tools, such as HP Service Manager 9 and ServiceNow.
  • Provided immediate availability for inbound client phone calls providing proper and informative escalation paths, including out-of-scope inquires.
  • Utilized tools, such as mRemote, PuTTY, Splunk, and Fiddler, to provide technical support of the infrastructure’s servers at multiple datacenters around the global.
  • Worked side by side and had additional training with Elektron Real Time Support, which provided a more in depth understanding of Thomson Reuters’ multiple technologies.

Help Desk Technician I

Windstream Communications
Hazelwood
01.2014 - 09.2014
  • Provided technical support to resolve connectivity problems guests were experiencing at hospitality properties.
  • Created tickets for each phone call using Oracle, ensuring that the proper information and troubleshooting steps were recorded.
  • Assisted guests in obtaining IP or MAC addresses to manually register their device(s) in authentication servers, such as Nomadix, BlueSocket, Solution IP, and Superclick.
  • Actively used network monitoring software, such as SolarWinds, to investigate any problems with wireless access points.
  • Acted as a Team Lead when needed, to assist my peers by informing them of any continuous problems and providing them with updates from the Network Operations Center.
  • Maintained a top position in metrics used to grade my performance, such as a call resolution time of 4.71 minutes and an after-call work time of 1.16 minutes.

Education

High School Diploma - General Education

Francis Howell Central High School
Cottleville, MO
01.2009

Skills

  • Salesforce Service Cloud
  • ServiceNow
  • RoyalTS
  • MobaXterm
  • Thomson Reuters Eikon / Refinitiv Workspace
  • FullPicture
  • Rundeck
  • Datadog
  • JIRA
  • SharePoint
  • HPNA
  • JobNimbus
  • QuickBooks

Certification

  • ITIL 4 Foundation, 08/24
  • Lean Six Sigma, 08/24

References

Available upon request.

Timeline

Office Assistant

Asphalt Ninjas
05.2025 - Current

Manager, Specialist Support – Enterprise

Refinitiv, a London Stock Exchange Group
08.2022 - 07.2024

Senior Technical Support Engineer – Refinitiv Real Time Direct (RRTD), Refinitiv Real Time – Opera (RTDO), and Thomson Reuters Data Feed Direct (RDFD)

Refinitiv, a London Stock Exchange Group
04.2021 - 08.2022

Senior Technical Support Engineer – Last Mile, IBES, and Thomson Data Feed (TDF)

Refinitiv, a London Stock Exchange Group
10.2018 - 04.2021

Technical Support Engineer – Service Assurance

Refinitiv, a London Stock Exchange Group
08.2017 - 10.2018

Associate Application Support Engineer

Refinitiv, a London Stock Exchange Group
09.2014 - 08.2017

Help Desk Technician I

Windstream Communications
01.2014 - 09.2014

High School Diploma - General Education

Francis Howell Central High School

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