Dave Robert Email & Phone Number

United States

Establish and maintain positive customer relationships through proactive communication, listening and problem solving. Proven ability to build and maintain strong relationships with a diverse set of internal and external stakeholders including senior level executives. Monitor and track established key performance indicators to determine support effectiveness and process improvements. Conduct customer surveys and use results to define potential process improvements, ultimately increasing customer satisfaction. Provide needed data and analysis as part of customer quarterly reviews. Serve as day-to-day point of contact for high touch customers. Communicate customer status and feedback to groups within the organization. Established a Customer Success team consisting of 3 team members. Follow up with customers to ensure 100% satisfaction.

Springfield, Massachusetts

Orchestrated the day-to-day operation of the IT Onboarding team of 11 team members with the responsibility for equipping New Hires and Transfers with the hardware, software, and systems access for a productive Day 1 experience. Developed Key Performance Indicators designed to effectively measure the new hire experience.Continually improving processes that directly resulted in above 90% new hire completion, onboarding 2500+ hires per year.Increased new hire satisfaction for day 1 readiness from 61% to 85% in 12-month period.Liaison with key customers, support partners, and Human Resources to provide an improved onboarding experience.Improved provisioning completion rate SLA from below 60% to above 90% consistently in 12 months period.Drove efforts to improve provisioning accuracy and timeliness through automation and robotics.Measuring and tracking performance to achieve target deliverables.Focused on continual development of the team through skills assessments, training, and empowerment.

Bristol, Ct

Played an instrumental role in providing strategic and technical direction to 4 managers and a team of 24 support engineers. Delivering timely communication to senior management and customers during critical events. Orchestrated the day-to-day operation of a 24/7 engineering support team consisting of technicians, subject matter experts, and key stakeholders. Charged with supporting all local ESPN Broadcast Production facilities. Liaison with key customers, support partners, and executive management teams. Acted as ITIL Incident Manager, Change Manager, and member of the Change Advisory Board. Effectively provided continual assessment of priorities and reallocation of resources as needed. Drove the Post Critical Incident review process including root cause analysis. Drove the hiring process and managing expense budgets for the Technology Support Group.Consistently met all Service Level Agreements and reviewed all SLA breaches.Provided training, career development, mentoring, and consultation with team members

Bristol, Ct

Managed day-to-day operation of a tier-1/tier-2 Support Center and Service Desk charged with incident call ingest and remotely troubleshooting all IT, broadcast, and digital media workflows and equipment.Supervised all critical, companywide communications and solutions; delivered to specialized audiences. Communications revolve around air, digital media, and corporate impacting events. Drove the Post Critical Incident review process,Achieved a 93% average customer satisfaction in fiscal year’s 2014 and 2015.Consistently met all Service Level Agreements and reviewed all SLA breaches.Provided Senior Management with periodic Key Performance Indicators reports.Focused on Continual Service Improvement and drove regular discussions with Service Desk, Desktop Support, and other Technology Support teams.

Bristol, Ct

• Managed tier-2 Broadcast Production Support team; Initiated, formulated, and implemented new business practices for IT; led development and delivery of technical support and change management initiatives.• Led tier-2 desktop support team consisting of 6+ technicians that performed essential functions and duties, including installation, configuration, diagnosis, repairing, services, and maintenance of desktop computer systems and peripherals for multiple hardware platforms (PC and MAC), including both hardware and software related issues.• Accountable for managing remote events support team, remote graphics support team, user acceptance testing team, and problem management team. Leveraged keen strategic and technical business planning and assessment abilities enhanced by strong leadership skills.

Bristol, Ct

Farmington, Ct

Atlanta, Ga

Atlanta, Ga

Norcross, Ga

Computer Science

Hdi Support Center Director Certificate

Hdi Support Center Manager Certificate