rSmart Support Group

customer success team

The support group within Customer Success at rSmart ensures our customers issues and requests for assistance are resolved quickly and in a friendly and caring manner. Heres an introduction to the team.... Brooke Biltimier is the Customer Care Manager and oversees all of the Solution Specialists. In addition to mentoring and training, Brooke is responsible for issue escalations and overall workow tracking and reporting. I have been with rSmart for over 6 years. Previous to January 2011, I had the role of Systems Engineer working on our tier 3 support issues. I love working for rSmart and watching the company grow. The things I like the most about working here is the chance to interact with our clients and my team and to continually develop best practices to improve the care for our customers. I also enjoy working with an incredible team of brilliant, dedicated and innovative group of people. Im a Michigan native and cant seem to get rid of my accent after living in The Valley for 14 years. While not working I am a groupie of the "Blond Destruction Tour"... aka my 3 young boys. They have helped me learn to enjoy the good times and how to manage and persevere through difcult situations. I also have 2 dogs and 3 cats and whatever else visits/lives in my backyard. Mark DiGiacomo is our most senior Solution Specialist and has been with rSmart since October 2010. I was born in New Jersey and had later moved to Arizona in 1993. I have a background working in Information Technology primarily within the nancial industry from 1995 - 2009. I have held positions in network operations and system administration, but I have worked predominately in second-level application and production support.Some of the well known companies I have worked for include TSYS Acquiring Solutions, Wells Fargo, Countrywide Mortgage, Bank of America, and Charles Schwab. On a personal note, I have a wife of 14 years, and a daughter of age 6.I enjoy traveling, hunting, motocross riding, golf, and especially live music.I have been know to drive and/or y several hundred miles in order to attend some of my favorite concerts. Austin Burian joined rSmart as a Solution Specialist in June 2011. I grew up in San Diego, CA and I've been in Phoenix, AZ for about 11 years. I have been with rSmart since June 2011, and I come to the company with 3 years prior experience in technical support for web-based software. I have always been passionate about technology, puzzles, and games. I love discovering how things work on a detailed level by tinkering and problem solving. I love motorsports and am in the process of building a track car. I also enjoy photography as a hobby. I like to shoot nature, urban, and live music performances. Ian Hagan joined rSmart as a Solution Specialist in January 2012. A little bit about myself; I have worked with higher education in some fashion for about 4 years and have completed two graduate degrees during that time. I enjoy sports, travel, technology, reading, and real estate to name a few. I have lived in 4 countries and traveled quite a bit.

Nick Urwiler joined rSmart as a Solution Specialist in February 2012. Nick has 9 years of experience working with educational clients and their technical support needs. Before joining rSmart, he worked at Blackboard, supporting higher-education One-Card systems as technical specialist and team supervisor. Outside the world of troubleshooting and support, he spends his time geeking out ondrawing, sci-, singing as member of a large choral group, and too much house and yard work for one person to handle. While the rSmart Support Network (RSN) is our primary communication tool, please contact us at 866.874.4338 and select option #2 during normal business hours if youre unsure how to enter an issue or need to escalate one.