Summary
Overview
Work History
Education
Skills
Timeline
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Brian Rocco

Nashua,New Hampshire

Summary

Technical Support Specialist | Customer Experience Advocate | Solutions-Oriented Leader
Motivated and results-driven technical support professional with a proven track record of delivering exceptional service through active listening, issue resolution, and strong interpersonal skills. Technically proficient with outstanding diagnostic capabilities and a passion for identifying practical, lasting solutions in fast-paced environments.
Skilled in coordinating service operations, strengthening client relationships, and leading teams to consistently exceed expectations. Known for fostering collaboration, mentoring peers, and helping others thrive in high-performance, customer-focused settings. Adaptable, communicative, and committed to continuous improvement and delivering exceptional client experiences.

Overview

17
17
years of professional experience

Work History

Services Supervisor

Kelly Services, Apple
06.2024 - 06.2025
  • Supervised a team of 15–20 support advisors, driving performance, quality assurance, and customer satisfaction.
  • Led team development through regular coaching, performance evaluations, and targeted skill-building initiatives.
  • Championed process improvements that enhanced workflow efficiency and elevated first-call resolution rates.
  • Mentored team members to support their career growth while fostering a collaborative, high-performing culture.
  • Collaborated cross-functionally with management to align operational strategies with broader organizational goals.
  • Utilized strong leadership and critical thinking skills to maintain productivity, resolve escalations, and meet service-level targets.

Services Team Lead

Kelly Services, Apple
05.2023 - 06.2024
  • Led a high-performing team of 10 to 15 Apple Support advisors, providing strategic guidance, technical mentorship, and escalation support to ensure service excellence and adherence to KPIs.
  • Delivered targeted training sessions to enhance technical proficiency and elevate service delivery standards.
  • Tracked key performance indicators and ensured compliance with company quality benchmarks.
  • Analyzed team metrics to identify trends, optimize workflows, and implement efficiency-boosting strategies.
  • Cultivated a positive team culture through open communication, peer recognition, and morale-building initiatives.
  • Modeled professional conduct and a commitment to excellence, reinforcing organizational values and service standards.
  • Coached team members to develop their technical and customer service capabilities, fostering continuous growth and performance.

Technical Team Lead

Kelly Services, Apple
09.2022 - 05.2023
  • Led a high-performing team of 10 to 15 Apple Support advisors, providing strategic guidance, technical mentorship, and escalation support to ensure service excellence and adherence to KPIs.
  • Delivered targeted training sessions to enhance technical proficiency and elevate service delivery standards.
  • Tracked key performance indicators and ensured compliance with company quality benchmarks.
  • Analyzed team metrics to identify trends, optimize workflows, and implement efficiency-boosting strategies.
  • Cultivated a positive team culture through open communication, peer recognition, and morale-building initiatives.
  • Modeled professional conduct and a commitment to excellence, reinforcing organizational values and service standards.
  • Coached team members to develop their technical and customer service capabilities, fostering continuous growth and performance.

Senior Technical Support Advisor

Kelly Services, Apple
08.2020 - 09.2022
  • Mentored junior advisors to enhance technical proficiency and boost overall team performance, emphasizing best practices in troubleshooting and customer engagement.
  • Analyzed support metrics to uncover trends and opportunities, driving targeted process improvements and elevating service quality.
  • Delivered expert remote assistance using screen-sharing tools to accelerate problem-solving and minimize resolution times.
  • Acted as a subject matter expert on complex technical issues, supporting team members with guidance on escalated cases and advanced troubleshooting scenarios.
  • Managed a daily caseload of 35 to 40 client calls, delivering expert technical support while maintaining excellent customer satisfaction ratings.

Technical Support Advisor

Kelly Services, Apple
10.2019 - 08.2020
  • Delivered expert technical support to 35–40 clients daily, resolving hardware, software, and connectivity issues across Apple platforms with efficiency and professionalism.
  • Provided remote troubleshooting through screen-sharing tools, consistently reducing resolution times and improving first-contact success rates.
  • Maintained comprehensive and accurate documentation of all support interactions, contributing to team knowledge-sharing and future issue prevention.
  • Acted as a point of escalation for complex technical cases, collaborating with development teams to ensure timely and accurate resolutions.
  • Analyzed performance data and support trends to recommend improvements that enhanced service delivery and client satisfaction.
  • Mentored junior team members in technical best practices, reinforcing a culture of precision, learning, and high-quality customer support.

Remote Services Technician/Xfinity Home

Support.com
04.2017 - 11.2019
  • Provided expert technical support for Xfinity Home Security systems, resolving real-time inbound inquiries related to equipment setup, system functionality, mobile app integration, and network connectivity.
  • Responded to customer calls and remote troubleshooting requests, ensuring seamless operation of alarm systems, sensors, and smart home devices.
  • Proactively contacted new customers post-installation to verify satisfaction, walk them through device usage, and address any technical concerns or setup questions.
  • Applied persuasive communication to educate customers on system features, prevent service churn, and highlight the value of Xfinity's competitive home security offerings.
  • Resolved service-related complaints with patience and professionalism, reinforcing customer confidence and trust in the security platform.
  • Provided detailed education on billing, account features, service plans, and emergency protocols to ensure customers fully understood their security investment.
  • Handled 35–40 calls daily, balancing technical problem-solving with clear, empathetic communication.
  • Utilized remote tools to troubleshoot issues across PC/Mac, mobile apps, and connected smart devices, ensuring rapid resolution with minimal disruption to service.
  • Achieved and exceeded retention, satisfaction, and quality metrics while retaining customers identified as high risk for cancellation through proactive support and solutions-based engagement.

Residential Counselor/Team Lead

Becket Family of Services
08.2016 - 03.2017
  • Provided dedicated residential support for three clients with disabilities, ensuring safety, comfort, and personalized care in a home-based environment.
  • Assisted clients with daily living activities, including hygiene, mobility, meal preparation, and medication reminders, while promoting independence and dignity.
  • Delivered real-time technical support for assistive technology and smart home devices, resolving issues to maintain accessibility and enhance quality of life.
  • Maintained clear documentation of care plans, behavioral observations, and incident reports to support continuity of care and team collaboration.
  • Responded to client needs with patience and empathy, effectively resolving concerns and adapting approaches based on individual communication styles and capabilities.
  • Educated clients and families on care routines, equipment use, and available resources, fostering a supportive and informed living environment.
  • Worked closely with healthcare professionals, case managers, and family members to ensure comprehensive, person-centered care.
  • Supported community integration through social outings and skill-building activities, helping clients achieve personal goals and maintain a fulfilling daily routine.

Installer/Lead Batter

Superior Insulation
09.2015 - 02.2016
  • Measure and cut insulation for covering surfaces, using tape measures, handsaws, power saws, knives, or scissors.
  • Cover and line structures with blown or rolled forms of materials to insulate against cold, heat, or moisture, using saws, knives, rasps, trowels, blowers, or other tools and implements.
  • Fit, wrap, staple, or glue insulating materials to structures or surfaces, using hand tools or wires.
  • Fill blower hoppers with insulating materials.
  • Move controls, buttons, or levers to start blowers and regulate flow of materials through nozzles.
  • Remove old insulation such as asbestos, following safety procedures.

CNC Machinist

Green Mountain Rifle Barrel
11.2011 - 09.2015
  • Study blueprints, layouts or charts, and job orders for information on specifications and tooling instructions, and to determine material requirements and operational sequences.
  • Adjust machine controls and change tool settings in order to keep dimensions within specified tolerances.
  • Move controls to set cutting speeds and depths and feed rates, and to position tools in relation to work pieces.
  • Select cutting tools and tooling instructions, according to written specifications or knowledge of metal properties and shop mathematics.
  • Compute unspecified dimensions and machine settings, using knowledge of metal properties and shop mathematics.

Electronics / Wireless Supervisor

Walmart
10.2008 - 11.2012
  • Review operational records and reports to project sales and determine profitability. Resolve customer complaints regarding sales and service.
  • Monitor customer preferences to determine focus of sales efforts.
  • Confer or consult with department heads to plan advertising services and to secure information on equipment and customer specifications.
  • Confer with potential customers regarding equipment needs and advise customers on types of equipment to purchase.
  • Represent company at trade association meetings to promote products.

Education

High School -

Crooked River Adult Education
Casco, Maine
10.2009

Skills

  • Can demonstrate active learning skills, ownership and empathy in providing a customer with the service they need
  • Ability to interpret a flow chart to deliver a work process
  • Demonstrated ability to listen, diagnose troubleshoot and solve technical and service related issues
  • Communicate technical directions over the phone to inexperienced computer users
  • Ability to learn new technical concepts quickly
  • Communicate and present complex information effectively on the telephone demonstrating a professional tone, voice inflection and intonation
  • Strong organizational and multitasking skills
  • Ability to follow written instructions and integrate changes in instruction effectively
  • Strong written communication skills
  • Ability to work in a very structured environment with scheduled rest and meal periods
  • Tech-Savvy

Timeline

Services Supervisor

Kelly Services, Apple
06.2024 - 06.2025

Services Team Lead

Kelly Services, Apple
05.2023 - 06.2024

Technical Team Lead

Kelly Services, Apple
09.2022 - 05.2023

Senior Technical Support Advisor

Kelly Services, Apple
08.2020 - 09.2022

Technical Support Advisor

Kelly Services, Apple
10.2019 - 08.2020

Remote Services Technician/Xfinity Home

Support.com
04.2017 - 11.2019

Residential Counselor/Team Lead

Becket Family of Services
08.2016 - 03.2017

Installer/Lead Batter

Superior Insulation
09.2015 - 02.2016

CNC Machinist

Green Mountain Rifle Barrel
11.2011 - 09.2015

Electronics / Wireless Supervisor

Walmart
10.2008 - 11.2012

High School -

Crooked River Adult Education

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