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.

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.

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.
• 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.

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.

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.