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Matthew
Brian. ✓

Technology, made human

Support Delivery & Technical Programs
I lead support operations and technology programs, from business requirements to rollout and team adoption. I direct AI-assisted development of applications and workflows, with hands-on testing and documentation.

See the work Résumé ↓

Based in Miami–Fort Lauderdale, Florida.

Matthew Brian headshot
Hi, I'm Matt
Apple·IT Operations··Technology Modernization··Service Delivery·J.R. Dunn Jewelers·Enterprise Technology·Kolter·Change Leadership·
Matthew Brian
✓
/ about

For more than 14 years, I've worked at the intersection of technology, operations, and people.

My work spans frontline technical support, Amazon field operations and market launches, enterprise rollouts, and multi-site service delivery.

At Kolter, I led an 8-person Tier 1/2 service desk across 30+ locations, built a 300-article Zendesk knowledge base, and coordinated rollouts with Sales, Engineering, Operations, vendors, and IT.

Today I combine that operational experience with AI-assisted development: defining workflow needs, building tools, and iterating on how they work for people.

14+
years across IT & technology
8
Tier 1/2 service desk members led
12
markets supported nationwide
30+
locations supported at Kolter

Where I’ve been

/ experience
J.R. Dunn Jewelers
IT Manager & Change Lead
Sep 2025 – Present  CURRENT
IT + AI
service delivery & automation
Lead IT service delivery and direct AI-assisted applications and automation, connecting frontline requirements with testing, operational readiness, and controlled rollout.
→Lead IT operations and modernization with leadership, Sales, Operations, Finance, and external providers; standardize support workflows, escalation paths, and communications.
→Direct AI-assisted development of staff applications for sales operations, coaching, event workflows, reporting, and onboarding, across production, pilot, and development stages.
→Gather frontline and leadership feedback, define workflow requirements and acceptance criteria, and review proposed designs before implementation.
→Coordinate scheduled and event-driven data, integration, and reporting processes; validate outputs and plan reversible changes with colleagues.
→Coordinate an in-progress reporting migration, including AI-assisted query and model work, metric-definition validation, and staged testing; production cutover remains pending.
→Validate applications on target devices and in trial environments; reject unsuitable outputs, guide go-live decisions, and create runbooks, help content, and training resources.
The Kolter Group
Incident & Training Lead
Jun 2023 – Sep 2025
3 → 1 day
mean time to resolution
Led an 8-person Tier 1/2 service desk supporting 30+ locations and approximately 1,200 tickets per month.
→Improved mean time to resolution from 3 days to 1 day.
→Built a 300-article Zendesk knowledge base; reduced repeat tickets by 25% and increased first-contact resolution by 20%.
→Led enterprise rollouts across 30+ sites: Microsoft Copilot, endpoint modernization, collaboration/display technology, and sales-center technology.
Amazon | Market Trainer — eero
Apr 2022 – Jun 2023
500+
associates trained
Supported technology adoption and rollout readiness for Amazon’s eero team across a territory of 30 Target and Best Buy locations.
→Trained 500+ associates using ADDIE-based training.
→Worked with area, regional, general, and store-level leadership on training priorities and rollout readiness.
→Connected stakeholder communications and field feedback loops to technology and product adoption.
Technology Productivity Consultant
Jul 2019 – Apr 2022
100%
office adoption before go-live
Led a yearlong change-management program to retire legacy software and launch a proprietary financial-planning platform, achieving 100% office adoption before go-live.
→Helped transition 300+ staff to remote-first work with Microsoft 365, collaboration tools, virtual training, and onboarding.
→Served as a trusted technology advisor to leadership, providing executive / white-glove support in a regulated financial-services environment.
→Negotiated vendor agreements for approximately $21,000 in annual savings.
Amazon | Senior Field Technician — Smart Home Services
Aug 2017 – Jul 2019
12
markets supported
Led and trained technical teams through launches in 4 new markets and supported field operations across 12 markets for Amazon’s Smart Home Services team.
→Trained 250+ technicians, providing technical guidance and onboarding.
→Managed more than $250,000 in technical inventory with zero discrepancies.
→Supported deployment readiness, installation, troubleshooting, and field escalations.
Apple
Technical Specialist → Mac Genius / Senior Technician
Feb 2012 – Aug 2017
50+
technicians mentored
Built a hands-on foundation in hardware/software diagnostics, repair, and high-volume customer-facing technical support.
→Mentored 50+ technicians and reinforced diagnostic and service standards.
→Combined user education with escalation support to make complex technical issues easier to resolve.
→Earned the highest team Net Promoter Score in 2015.

AI-assisted development.

/ selected personal projects

Direct AI-assisted development with Claude as my primary development partner, alongside ChatGPT and Nova. Define workflow requirements, evaluate proposed designs, test behavior, and decide what is ready to use. AI generates much of the implementation; I bring operational context and acceptance criteria.

These selected personal projects explore support workflows, automation, and usable software.

PERSONAL SOFTWARE PROJECT

Standard by Design

AI-assisted development of a service platform with customer onboarding, support queues, a knowledge base used by an assistant, and a structured request-review-approval workflow for website changes. Focus on clear handoffs, reviewable changes, and human escalation.

SUPPORT WORKFLOWS · KNOWLEDGE MANAGEMENT · HUMAN REVIEW
Hello!
NFC-Equipped Smart Card
Hello!
NFC
taphello.net
In development
Hello Card
One tap. Every connection.
NFC + QR  ·  DIGITAL IDENTITY Learn more →
In development
VaultCloud
Personal cloud-storage prototype.
CLOUD  ·  SECURITY Learn more →
AI
Personal project
Alan
Personal AI workflow development.
AI  ·  AUTOMATION Learn more →
/ toolkit
IT Operations IT Service Management Microsoft 365 Entra ID Intune Apple Business Manager Windows 11 Dynamics 365 Business Central Zendesk Identity & Access Management Endpoint Management CRM / ERP Systems POS / Retail Technology Vendor & MSP Management Multi-Site Technology Operations Incident & Escalation Management Change Management Technology Rollouts Operational Readiness Knowledge Management Power BI Cloudflare UniFi / Networking Office@Hand Dialpad Microsoft Copilot AI-Assisted DevelopmentCross-Functional ProgramsSupport OperationsNova ChatGPT Claude Gemini Training / ADDIE Public Speaking
/ certified
✓Apple Certified Macintosh Technician
✓Apple Mobile Device Certified
✓Certified Trainer
Matthew delivering a training session
/ honors
TIME Person
of the Year
2006 — “You.”

The year the magazine put a mirror on the cover. I'm choosing to take it personally.

Training & speaking.

/ in person & remote

Technology only works when people can actually use it. Training, public speaking, and AI enablement help me turn operational change into everyday practice.

Live training · remote workshops · 1:1 coaching
500+
retail associates trained at Amazon — eero
250+
technicians trained at Amazon — Smart Home Services
100%
office adoption before platform go-live at Northwestern Mutual

Don’t take my word for it.

/ references
“

[Matt] always looked for unique ways to drive technology adoption with our agency. I believe that he would bring that same attitude and focus to whatever role he takes on next.

Brian Reas
Chief Operating Officer · Northwestern Mutual — The South Florida Group
read the letter ↗
“

Matt was a hard worker and brought enthusiasm to his consultations and trainings. He was a problem solver and willing to find a creative solution.

Eileen Kirchner
Asst. Director, Field Technology Customer Success · Northwestern Mutual
read the letter ↗
From written letters of recommendation · January 2022
/ let's talk

Let's make
tech land.

Support delivery, cross-functional technical programs, knowledge management, or practical AI-assisted tooling — my inbox is open.

Prefer email?mattbrian@me.com