Rhet Brockmeier
Washington,UT
Summary
Software development graduate with practical experience supporting and troubleshooting production applications in fast-paced environments. Skilled in identifying root causes, partnering with engineering teams, and driving improvements that enhance system reliability and user experience. Eager to contribute technical expertise and continue growing as a software developer within a collaborative development team.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Support Supervisor
Keltek
Washington, UT
04.2016 - Current
- Supervised technical support team, ensuring timely and effective resolution of customer issues.
- Developed training programs to enhance staff skills and service quality.
- Implemented process improvements, reducing response times for support queries.
- Monitored performance metrics to drive team accountability and efficiency.
- Collaborated with engineering teams to address product issues and improve user experience.
- Analyzed technical support data to identify trends and common issues, proactively addressing concerns before they escalated further.
- Mentored junior team members, providing guidance and support for their professional growth.
- Collaborated with other departments for seamless integration of new products and services into existing support infrastructure.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Managed escalated customer complaints, resulting in swift resolutions and strengthened client relationships.
- Assisted in debugging and troubleshooting software issues, improving system reliability.
- Created technical documentation for software features and user guides, facilitating knowledge sharing.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
Education
Bachelor of Science - Software Engineering
Western Governors University
Salt Lake City, UT03-2026
Associate of Science - General Studies
Utah Tech University
St. George, UT09-2023
Skills
- Proprietary Hardware troubleshooting
- Technical training
- Escalation management
- Analytical thinking
- Application support
- Ticketing system proficiency
- Remote support
- Customer support management
- Object-oriented programming
- Testing and debugging
Certification
- Certified AWS Cloud Practitioner - CLF-C02
- ITIL4 Certification
- WGU Front End Development Certification
- WGU Back End Developer
- HPAcademy CANBUS Course Certification
Timeline
Technical Support Supervisor
Keltek
04.2016 - Current
Bachelor of Science - Software Engineering
Western Governors University
Associate of Science - General Studies
Utah Tech University