Brett Rieck Email & Phone Number

Overseeing Support Operations: Manage the day-to-day operations of the support team, ensuring that support processes are efficient, effective, and aligned with organizational goals.Leadership and Team Development: Provide guidance and mentorship to team members, including direct reports like Hayden. This includes fostering a supportive work environment, setting performance expectations, and identifying opportunities for skill development and career progression.Strategic Planning and Improvement: Analyze support processes and workflows to identify areas for improvement. Implement strategies to enhance productivity, response times, and customer satisfaction metrics, aligning with company objectives.Data-Driven Decision Making: Track and report on key performance metrics related to support operations, such as response times, resolution rates, customer satisfaction, and team productivity. Use this data to make informed decisions and drive continuous improvement.

Irvine, California, United States

● Supervise a team of 10 product support engineers, in-house and 3rd party field support engineers.● Adheres to internal / external Service Levels Agreement (SLA) compliance and Key Performance Indicators (KPI)● Provides timely escalation of issues within organization as necessary.● Manages high profile client relationships.● Builds rapport with the customer and assists in retention of the customer.● Facilitate resolution of all technical issues including issues requiring Engineering assistance.● Act as the liaison between the customer-facing teams and the Product and Engineering org for management and resolution of all technical questions and issues.● Hire and train incoming support team members.● Ensure that team staffing levels are balanced.● Handle incoming escalations.● Conduct one-on-ones with direct reports.● Create budget in collaboration with senior leadership team.

Irvine, California, United States

A retail division of Johnson Controls which brings new products to market for a $50M revenue generating product portfolio. Each year, we deliver 30 plus new global product launches and manage nearly 100 existing product enhancements/upgrades. Global releases of yearly $50M net revenue. Encompasses global retail business of $1B product portfolio.• Provide leadership to a global SAAS software support team of 11 support reps/engineers.• Responsible for software support to dozens of the largest retailers around the world, responsible for millions $$ in annual revenues.• Collaborated across departments on priorities, tasks and common goals to expand cross functional organizational capacity.• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet a very dynamic and shifting daily demand.• Set and managed schedules to provide coverage to meet constantly evolving customer service demands.• Directs the Product Support staff in the identification and resolution of software bugs/enhancements.• Troubleshoot customer support issues and isolate problems.• Effective management (and resolution) of software escalations from customers.

Irvine, California, United States

• Led an RFID rollout team of 5 in La Coruna, Spain from January 2011 to July 2012 for the world's largest retailer as they implemented RFID technology to over 1500 retail stores globally.• Delivered successful RFID system deployments to multiple Fortune 500 retail companies across thousands of retail locations (Macy's JC Penny's Lululemon, PVH, and LBrands).• Bridged the knowledge gap between product, IT and business processes with product demonstration and training for prospective and signed partners, as well as at retail technology shows.• Conducted site surveys identifying locations for infrastructure and technology as new customers installed the TrueVUE software platform.• Managed all ongoing customer relationship functions, including customer train the trainer sessions.• Collaborated with engineering team members to determine system loads and developing associated improvement plans.• Orchestrated efficient large-scale SAAS/software deployments, including feature testing and code issue resolution.• Provided detailed project reports and milestone updates to associated project managers.• Performed TrueVUE software testing to uncover bugs and workflow issues prior to application launch.

Lake Forest, California, United States

• Rapidly identified and corrected system faults to minimize operational downtime of IT Servers.• Executed troubleshooting and server support, including in-person and remote situations.• Provided technical support in both on-site and remote consultations.• Installed, configured, tested and maintained operating systems, application software and system management tools.• Built and maintained network infrastructure consisting of Windows, Linux and virtual products.• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.• Resolved issues related to operational components for LAN, WAN and voice systems