Gene Robertson Email and Phone Number

Provide senior-level Tier 3 customer and technical support for NG911 Call Taking and Dispatching Solutions.Act as an escalation point for complex trouble tickets, addressing issues related to hardware, software, and system architecture.Manage support tickets within service management tools, ensuring timely resolution of technical issues.Troubleshoot a wide range of technical issues, including front-end GUI issues, server-side applications, GIS, database, telecommunication, desktop, and system issues.Deploy and manage software upgrades, ensuring seamless integration and minimal disruption.Mentor customers in product knowledge, troubleshooting, and case management.Develop, maintain, review, and deliver technical documentation, enhancing knowledge transfer within the team.Participate in an on-call rotation for support calls and escalations, adapting to variable shifts dictated by support needs.Work closely with Motorola Sales, DevOps, Engineering, Project Management, and customer service teams.

General Duties- Install and Monitor Asset Management, Configuration Management, Performance Management, Patch Management,Anti-Virus, and Disaster Recovery- Utilizing the provided Infrastructure Monitoring and Management Toolset.- Following detailed process and procedure, document event impact, severity and symptomswhile adhering to Service Level Agreements and Operational Level Agreements.- Escalations to be accompanied by clear and understandable explanations,Adaptability- Adapts to changes in the work environment.- Manages competing demands.- Changes approach or method to best fit the situation. Continuous Learning- Seeks feedback to improve performance.- Pursues training and development opportunities.- Strives to continuously build knowledge and skills.- Shares expertise with others.- Actively participate in ongoing training Innovation- Displays original thinking and creativity.- Meets challenges with resourcefulness.- Develops innovative approaches and ideas and vets with management before implementing. Network Monitoring- Diagnoses and reports network problems.- Displays responsiveness to user issues/needs.- Monitors network performance.- Ability to systematically troubleshoot network problems. Planning and Organization- Prioritizes events and work load.- Integrates changes smoothly.- Ensures attention to detail.- Works in an organized manner.Problem Solving- Identifies problems in a timely manner.- Gathers and analyzes information skillfully.- Develops alternative solutions.- Works well in group problem solving situations.Quality- Demonstrates accuracy and thoroughness.- Displays commitment to excellence.Troubleshooting- Demonstrates critical thinking.- Recognizes and anticipates problems.- Uses fact finding and diagnostic tools- Follows NOC Standard Operating Procedures

Professionalism- Customer Centric SupportProduct - Install and Monitor VESTA 911- Supporting Network Layer 2 & WAN Circuit Technologies- Install and Monitor Asset Management - Install and Monitor Configuration Management- Install and Monitor Performance Management- Install and Monitor Patch Management- Install and Monitor Disaster Recovery- Install and Monitor Anti-Virus- Using Aurora / Analytics (For Troubleshooting Purposes)- Install and Monitor FortiNet Firewalls- Install and Monitor VPNDuties - Tier 1 ACD Call Backup- Monitoring / Responding to Alerts- Onboarding Asset Management- Onboarding Configuration Management- Onboarding Performance Management- Installing / Onboarding Patch Management- Installing / Onboarding (DR) Disaster Recovery- Installing / Onboarding (AV) Anti-Virus- Properly Characterize issues- Proper Case Documentation (Status, Steps Taken & PoA)- Detailed Case Management appropriate for Tier 2- Properly Escalates Cases to Tier 3- Maintains a 25 of 29 Call Quality Score- Demonstrates Proper Time Management- Mentor MS Associates- Troubleshoot VPN Connection Issues- Perform VESTA 911 Configuration Audits- Onboarding M&RTechnical - Initial Troubleshooting of VESTA 911 - Troubleshooting Network (L2) and Circuit connectivity issues - Initial Troubleshooting of Backend Services (AV, Patch & DR)- Adv Troubleshooting VESTA 911- Adv. Troubleshooting L2 Networks

• Answer technical service calls, create cases and route them to the appropriate support organization• Serve as the voice of Airbus to customers seeking support and/or technical assistance• Work closely with Managed Services and Technical Support team resolve customer issues • Properly escalate unresolved issues to the next level of support• Properly document impact, severity, and symptoms • Create, update, and maintain all cases as required• Follow corporate and departmental processes and procedures• Provide support to site and customer personal on deployed installations• Troubleshoot modem, workstation, and network connectivity issues

IT Support Lead Empower Software Technologies - Murrieta, Ca October 2013 to present Investigate and resolve application functionality-related issues and provide supportTroubleshoot technical issues and identify modifications needed in existing applications'Configuration to meet changing user requirements. Educate users and explain common computer problems. Participate in implementing various IT projectsProvide assistance and advice to business users in the effective use of applications and information technology.Provide technical support for restaurants and field users. Assist in project work and ensure users are using applications effectively.Leading, guiding and/or coordinating with others to identify issues in order to create solutions or action plansWork closing with third party vendorsraining Level one analysts

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IT Support Supervisor Wingman LegalTech - San Diego, CA March 2012 to June 2012 Manage information technology and computer systemsPlan, organize, direct, control and evaluate the operations of information systems and electronicMeet with managers to discuss system requirements, specifications, costs and timelinesEnsure technology is accessible and equipped with current hardware and softwareTroubleshoot hardware, software and network operating systemProvide orientation to new users of existing technologyTrain staff about potential uses of existing technologyTrain staff about new and potential useProvide individual training and support on requestProvide recommendations about accessing information and supportMonitor and maintain technology to ensure maximum accessTroubleshoot all technology issuesMaintain log and/or list of required repairs and maintenanceProvide network access to all staff and studentsProvide network accounts and passwords as requiredMonitor security of all technologyAdvise staff of security breach and/or change in password

Focusing on remote tech support, but also do field work.

Build cabient face frames, sand cabients, stain and laquer, make drawers, install drawers and hardware, and install cabients in the field