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Michael Brobst Jr.
Technical Support Specialist
Chesapeake,VA
Work Preference
Overview
1
1
Certification
17
17
years of professional experience
Summary
Technical support professional with robust background in troubleshooting, network configuration, and customer service. Known for strong analytical skills and effective communication in high-pressure environments. Consistently collaborates with teams to solve complex issues and adapts to dynamic technical requirements. Skilled in system diagnostics, software installation, and providing clear, actionable solutions.
Work History
Technical Support Engineer
Navien Inc.
Remote
08.2025 - Current
- Resolved technical issues for customers, enhancing service satisfaction and product reliability.
- Collaborated with cross-functional teams to improve troubleshooting processes and reduce response times.
- Developed and maintained comprehensive knowledge base for common technical inquiries, streamlining support operations.
- Performed root cause analysis of reported issues to enact corrections.
Technical Support Specialist (Tier 2)
Rinnai America
Remote
06.2021 - 03.2025
- Provided expert troubleshooting for residential and commercial tankless water heater systems.
- Played a key role in identifying and escalating recurring product issues to drive process improvements
- Processed warranty claims and guided customers through troubleshooting and service resolutions
- Provided guidance that reduced callbacks and improved customer satisfaction metrics
- Excelled in a fully remote role, utilizing digital tools and platforms to support clients effectively
- Diagnosed technical issues using advanced diagnostic tools and software.
DDC Service Technician
Thermal Trol
Virginia Beach, VA
01.2021 - 06.2021
- Managed installations of advanced HVAC control systems, ensuring efficiency and compliance
- Consulted clients on optimal solutions for building automation systems
- Diagnosed and repaired HVAC systems to ensure optimal performance and customer satisfaction.
- Explained diagnostic findings to customers and outlined repair or service options.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Adhered to safety protocols and policies to reduce workplace hazards.
Demand Planning Coordinator
Controlled Conditions Corporation
Portsmouth, VA
01.2020 - 11.2020
- Forecasted inventory needs and streamlined procurement processes
- Supported sales team with product availability and logistics coordination
- Coordinated demand forecasts using advanced planning software to optimize inventory levels.
- Analyzed historical sales data to improve accuracy of demand planning processes.
- Developed and maintained key performance indicators to monitor demand planning effectiveness.
- Led training sessions for staff on best practices in demand forecasting techniques.
- Developed strong relationships with suppliers, ensuring timely deliveries and proactive communication on potential disruptions.
Commercial HVAC Service Technician
Controlled Conditions Corporation
Portsmouth, VA
03.2018 - 01.2020
- Handled service contracts and on-site diagnostics for commercial clients
- Trained junior engineers on troubleshooting techniques and customer service best practices, boosting team performance.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Consistently met or exceeded performance metrics, contributing to overall team success.
HVAC Service Technician
Southern States Tidewater Petroleum
Windsor, VA
09.2010 - 03.2018
- Delivered residential and commercial HVAC services, ensuring consistent client satisfaction
- Processed service warranties and coordinated with manufacturers on claims and replacements
- Generated repeat business through referrals and long-term client relationships
Electrical & Plumbing Pro
Lowe’s Home Improvement
Emporia, VA
07.2009 - 09.2010
- Boosted department sales through tailored customer consultations
- Trained new hires on product knowledge and upselling techniques
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Education
Associate of Applied Science - Culinary Arts
ECPI University
Norfolk, VA05-2017
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Paul D. Camp Community College
Franklin, VASkills
- HVAC Systems Support & Service Leadership
- Consultative & Solution-Based Sales
- Warranty Processing & Claims Management
- Team Supervision & Training
- Client Relationship Management
- Public Speaking & Technical Presentations
- Conflict Resolution & Complaint Handling
- Sales Forecasting & Reporting
- Remote Communication & Technical Support
Certification
- Universal EPA (CFC) Certification
- Gas Service Technician – Propane & Natural Gas
- 2 PSIG Gas Certified
- Heat Pump Service Technician
- Oil Service Technician
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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