Brett Rice Email & Phone Number

San Diego, California, United States

• Conduct testing of AI robots in TestRail by ensuring optimal performance and safety, and file bugs using Jira for issue tracking and resolution• Develop meticulous test cases for new features to enhance testing coverage and preemptively identify potential issues• Utilize Python for automated tests in Ubuntu, ensuring consistent verification of robot functionality, and leverage SQL queries in GCP for data upload validation• Use Bash scripts, Vim, and Linux commands to analyze system and robot behavior, maintaining quality standards • Employ SSH protocols to access robots and facilitate updates via OTA or side-loading methods, ensuring smooth integration of latest software versions• Author comprehensive team How-To documentation on Confluence for seamless onboarding and knowledge sharing• Foster collaboration with cross-functional teams of software and hardware developers, addressing and resolving any issues that may hinder testing progress or system functionality

San Diego, California, United States

• Managed SIM cards in dev and prod vehicle telematics devices, utilizing IoT telecom solutions AT&T Control Center and KORE Wireless• Developed team’s technical Confluence documents and customer-facing troubleshooting guides for 120,000+ devices • Registered and managed ELDs and tablets via proprietary systems like Samsung Knox MDM and Android EMM • Provided remote management and support to 3PLs nationwide using Slack and TeamViewer during firmware flashing and provisioning of ELDs and tablets for large customer orders• Assisted in setup, QA testing, and maintenance of Linux based ELD provisioning Raspberry Pi units• Resolved software and hardware issues for dozens of tablets and ELDs weekly sent in for RMA by customers

San Diego, California, United States

• Supported wireless connected telematics hardware in commercial trucks by analyzing backend data using Kibana, diagnosing issues, and administering proper software fixes OTA• Identified software issues and collaborated with multiple engineering teams to troubleshoot and resolve bugs, resulting in a 20% decrease in case resolution times• Led and trained new hires while defining metrics/KPIs for the team, resulting in improved efficiency• Utilized Salesforce to update technical documentation for internal support engineers and track client cases• Resolved up to 25 cases a day including proactive support and maintained CSAT score over 98% for incoming issues

Greater San Diego Area

• Responsible for testing, troubleshooting, diagnosing, and repairing 70+ Apple devices a week• Passed Apple Certified iOS Technician (ACiT) exam with 97% score• Provided technical solutions to complex issues while addressing customer concerns in a positive manner while maintaining NPS score 25% higher than store average• Mentored and trained 15+ Technical Specialists on technical and customer service issues

San Diego, California, United States

• Developed internal automation tools in Python, AppleScript, shell scripting, and APIs, saving up to 60 hours monthly in manual regression time • Utilized Git daily to track and enhance QA automation frameworks • Facilitated hardware QA testing with a 5-person agile team, demonstrating strong communication skills • Remotely managed devices, analyzed test results, and delivered clear, timely bug reports • Maintained a test hardware directory of 40 test devices across 3 host computers for the development team

San Diego, California, United States

• Selected to transition to at-home customer support for iOS, iPadOS, and watchOS devices via company issued iMac and VoIP system during COVID-19 pandemic• Researched internal technical documentation while talking to customers, providing a positive customer experience• Effectively tailored communication style and issued resolution based on customer need with up to 25 customers a day• Earned overall customer satisfaction score of 95%

Greater San Diego Area

• Responsible for triage and diagnosis of Apple hardware and software• Offered solutions to complex technological issues while addressing customer concerns in a positive manner• Identified business customers and provide a tailored approach to ensure efficient diagnosis and solution• Assisted in training technicians regarding sales strategies and offering options to customers

Cupertino, California, United States

• Validated over 140 software builds through comprehensive end-to-end tests for macOS, iOS, and watchOS devices• Executed stress testing on Apple Pay NFC terminals to ensure flawless payment functionality • Identified and replicated over 30 bugs weekly, utilizing ticketing software for efficient tracking and resolution • Modified and finalized updates of test suites to adapt to current and forthcoming hardware changes• Communicated effectively with automation engineers and developers, resolving testing barriers and bugs promptly

Albany, New York

• Led sales team quarter after quarter resulting in over $1 million in sales per year• Identified business customers and connected them to the business team to provide customized solutions• Delivered exceptional customer service through professionalism and product knowledge• Co-facilitated trainings for new employees providing recommendations for efficient customer interactions

Daejeon, Korea

• Taught grades three to six in a school of 600+ students resulting in a 99% pass rate• Created and implemented free talking sessions for students to utilize English abilities• Lead a reading club to develop students’ English reading comprehension and facilitate discussion• Successfully utilized soft skills around communicating with English in a different culture

Cheongju, Chungcheongbuk-Do, Korea

• Instructed after school English classes in a rural school and introduced outside culture to underprivileged students• Planned and taught lessons independently for kindergarten to fourth grade students with very limited English abilities• Developed and led week long English camps during vacation time

Fitchburg, Massachusetts

• Mentored students to excel in several academic areas and equipped them with necessary skills to attend college, resulting in a majority of students advancing• Developed team building skills by collaborating with other counselors to execute planned activities and events• Responsible for creating a safe and productive environment through residential assistant duties, such as night watch, enforcing dormitory rules, etc

Bachelor Of Arts - Ba, Economics

Bachelor'S Degree, Economics

Study abroad experience in Wales, UK