Dave Bremmer Spotlight

Dave Bremmer has only been with Questeq for one year but has already made a big impact on the help desk services provided to many of our customers. As Lead Help Desk Engineer, he is responsible for overseeing the daily operations of the Level 1 Help Desk located in our main office. From training new Help Desk Engineers to managing ticket queues and taking calls, Dave oversees all aspects of the Level 1 Help Desk. In addition, he also works closely with several school districts to integrate a Level 2 approach aimed at increasing Help Desk resolution rates. This involves spending time at each school district to better understand daily operations as well as developing procedures and utilizing remote assistance tools.

Since implementing the Level 2 service with Moon Area School District, Dave and his Help Desk team members have been able to increase the frontline resolution rate from approximately 2% to over 12-13%. In order to produce these results, Dave spent time on site weekly with their technicians, attended their staff meetings and was provided access to assist teachers remotely.

Dave has a B.A. in Psychology and an A.S in Information Technology Support which, he says, “provides me unique insight into customer relations and working with the help desk staff.”

Spending so much time speaking to and helping teachers gives Dave first-hand insight into how teachers are embracing technology in their classrooms. He shares, “BYOD is obviously at the forefront of technology in the classroom these days.  This seems to present both an opportunity and a challenge for IT support.  On the help desk it is crucial to adapt to new technologies being implemented by our clients.”

Rick Letterman, Director of Support Services shares, “Dave continues to play a key role in the growth of our services with the Help Desk Call Center. His willingness to learn and help others is evident every day. “