Robert Groves Email & Phone Number

United States

Remote

Subject Matter Expert.CCT & TA One Team Partnership – Helping strengthen relationships across the organization.Train, coach & advise FTE, TLA and CW partners, including Accenture.Change management champion: Leading continuous improvement projects, proactive processimprovement, consulting and advising.Document SOPs and processes, helping to refine & enhance systems.Coordinate all aspects of the candidate interview cycle, from ASM through director-level.Action background adjudications.Support all cross-functional teams, recruiting leaders and hiring managers.

Time Limited Assignment.Led team of six Data Administrators (FTE, CW and TLA).Worked cross-functionally within a matrixed organization.Tracked and reported on metrics, storytelling through data.Contributed to working norms refinement, streamlining processes with cross-functional teams.Proactively analyzed opportunities for continuous improvement, supporting several projectshelping to define processes and update SOPs.Implemented strategic master data initiatives.Delivered timely results on projects helping to drive business forward.Supported a positive working environment through the lens of empathy, promoting diversity,equity, inclusion and belonging.

Sourced candidates for a variety of open roles utilizing different methods and modalities.Managed I9 tasks, background checks, and candidate scheduling for client projects.Supported full cycle recruiting.Consistently engaged candidates during the recruitment and onboarding process.

Managed multiple projects, maintaining frequent and consistent interaction clients.Provided technical support covering a wide range of issues relating to Microsoft 365 products.Scheduled, coordinated, and delivered service to business clients worldwide.Supported business users via phone, chat and email to answer questions and solve issues with Microsoft 365 services on PC, Mac and mobile devices.Problem-solve computer software, networking, and system issues with end users.Customer retention and billing issues.

Riverside, California

IT Consulting, working within multiple verticals.Project Management.Coordinated all stages of 10+ large-scale projects, establishing requirements, leading cross-functional teams, creating road maps & schedules, and consistently delivering within scope, schedule, and budget.Supported clients via phone, email and in-person at client site, diagnosing technical issues, running tests, troubleshooting equipment, and resolving a multitude of issues.

Help Desk Supervisor – Led day-to-day operations for team of 15, in Seattle and Manilla.Spearhead meetings and 1-1 connects, evaluating performance and supporting individual need. Project Management for clients in various streams of business.Managed reciprocal relationship with cross-functional teams.Planned, assigned, and directed work improving SLA times and customer experience.Developed reports on team productivity. Hired and onboarded new staff.Supported inclusivity and helped create accommodations for staff in need.Identified and mitigated internal and external customer pain points.Established best practices through SOP creation and removed ambiguity.

Designed and introduced a standardized help desk package, skyrocketing efficiency, reducing timescales, and improving customer satisfaction.

Onsite Client Visits

Provided comprehensive on-site and remote support to 100+ clients across multiple industries, and helped maintain client infrastructure, trained and mentored junior support analysts and new hires.

Resolved a wide range of client issues ranging in complexity, providing effective and prompt fixes to ensure minimum client downtime, while meeting all SLAs.

Education record

Education record