Bobby Broughton, Cist Email & Phone Number

We build solutions that enable Web Agencies to scale!

Global

• Managed a global support team of customer care representatives, providingcoaching, mentoring, and performance feedback to ensure customer serviceexcellence.
• Developed and implemented customer care policies and procedures toimprove overall customer satisfaction.
• Oversaw daily operations of the customer care department, including inboundand outbound call center activities, customer issue resolution, and accountmanagement.
• Collaborated with cross-functional teams, including sales, marketing, andproduct development, to improve customer experience and drive revenuegrowth.
• Analyzed customer feedback and data to identify trends, patterns, andopportunities for process improvement.
• Implemented and managed customer care technologies, including CRMsystems, call center software and knowledgebase.

Lancaster, SC

Precisely Managed is a full service provider of web design, hosting, and more.

Lancaster, SC

• Managed the full range of IT functions, including network administration,server maintenance, help desk support, software deployment, and informationsecurity.
• Implemented a VoIP system that improved collaboration and efficiency whilereducing costs.
• Developed and implemented an IT asset management program that improvedtracking and accountability of hardware and software across the organization.
• Worked closely with business leaders to identify and prioritize technologyinitiatives that aligned with strategic goals and supported growth objectives.
• Led disaster recovery planning and testing efforts, ensuring businesscontinuity in the event of an outage or other disaster.
• Implemented and enforced IT policies and procedures that ensuredcompliance with regulatory requirements and protected the company'sinformation assets.

Columbia, SC

• Led a four-person team of identity and access management (IAM)professionals responsible for supporting access controls and daily operationsof over 5000 employees.
• Designed and implemented identity and access management (IAM) strategiesand frameworks to safeguard company assets.
• Developed policies, procedures, and standards related to IAM and enforcethem across the organization.
• Conducted regular assessments of IAM controls and providedrecommendations to improve them.
• Provided guidance and training to other IT staff on IAM best practices.
• Developed and maintained relationships with vendors and stakeholders toensure successful implementation of IAM solutions.

York, SC

• Led systems team in maintaining and supporting Active Directory environmentresponsible for 1,300 users across thirty-one (31) departments; Led teamtasked with creating a two-way forest trust, enabling DHCP and.
• Managed a team of IAM professionals and led projects related to IAMimplementation and maintenance.
• Managed and supported VMware Infrastructure and environment responsiblefor supporting critical services and operations.
• Administered and maintained backup systems for a large environmentensuring high availability and data integrity.
• Developed and maintained backup policies and procedures for variousoperating systems, applications, and databases, including Windows Server,SQL Server, Oracle, and Exchange Server.
• Monitored backup jobs and diagnosed issues to ensure successful completionof backups and timely recovery of data in case of disasters or system failures.

• Engineered, deployed, and maintained a large VMware environmentincluding vCenter, vRA, VRO. This including an EMC SAN, Fiber ChannelNetworking, Dell Hypervisors, and additional supportinginfrastructure.
• Migrated over two hundred (200) physical servers into the VMwareenvironment to convert and consolidate into an entirely virtualized footprint.
• Engineered, deployed, and supported NetBackup solution to safeguard andrestore the VMware environment in case of critical incidents.
• Diagnosed and resolved technical issues related to VMware infrastructure andenvironment.
• Developed and implemented scripts to support the infrastructure andintegrate varied applications.
• Collaborated with engineering and architecture staff to design and implementa uniquely optimized virtual server platform solution for the business.