Robert Higgins Email & Phone Number

Atlanta, Georgia, Us

Successfully led a 6 month transformative project the cutover of 7-Eleven, Speedway, and Stripes call centers from three legacy systems, including Cisco Finesse, to 3CLogic Call Center. This transformative initiative encompassed 28 call center migrations, leveraging IAM to seamlessly integrate 3CLogic with ServiceNow Workspace. Recognized as one of the largest 3CLogic implementations to date, it supported 750 agents and supervisors, driving operational improvements for 15,000 stores nationwide.Led the ServiceNow Virtual Agent project to implement Natural Language Understanding (NLU) for 7-Eleven, Stripes, and Speedway stores, enabling more efficient resolution of technical issues. Collaborated with the Technical Support Center to develop topics and stories that address common issues and partnered with an offshore development team to design utterances, intents, and responses for problem-solving. The solution was seamlessly integrated into ServiceNow Workspaces, providing multi-channel support through chat and enhancing the overall user experience. Finished ahead of schedule.

Golden, Co, Us

• Migrated over 30 sites the routing and switching from legacy Cisco IOS hardware Cisco Meraki Cloud.• Refreshed the Cisco Nexus Data Center routing and switching including the disaster recovery.• Transformed the expensive legacy WAN connecting all of the counties sites into a modern fully redundant Versa SD-WAN saving money and increasing the availabillity of the network.• Delivered a Microsoft Azure Entra (AD) business to business multi tenant single sign on solution bringing together County employees and key partners in a complex multi domain environment.• Conducted comprehensive business analysis using generative AI on the impacts of HB21-1110 (A Colorado for All) across the county, providing invaluable insights for strategic decision-making.• Created training programs using the Accessibility features of Microsoft 365 to comply with HB21-1110 (A Colorado for All).• Executed a migration from Cisco Jabber to Cisco Webex across the county, resulting in a significant improvement in communication and collaboration capabilities.• Migrated Microsoft Windows 10 User folders from on-premises to Microsoft 365 OneDrive saving money and increasing compliance.

Pune, Maharashtra, In

• Successfully managed global Data Center projects and services, overseeing $10.0 million+ Hyper-converged Infrastructure projects, 160 Node racks, Cisco UCS, and Dell Vmax.• Led the Greenfield Data Center buildout, including power installation, rack location implementation, and structured cabling with a focus on fiber and copper.• Orchestrated Data Center migrations, ensuring certified asset disposal, smooth lift & shift migration, and meticulous device cabling and dressing.• Conducted comprehensive brownfield Data Center audits, focusing on configuration, asset management, and true-up.• Implemented SaaS Data Center Information Management strategies, including a complete fresh inventory and audit across 7 countries, resulting in the successful build-out of 45K devices and 1500 racks in the DC Track.

Bangalore, Karnataka, In

• Architected and meticulously documented all aspects of cross-functional teams involved in IT service management.• Coordinated and ensured seamless project activities with business-as-usual 24/7/365 global support.• Created and operationalized robust processes for IT service incident, change, problem, access, and request management• Successfully recovered a troubled process, leading to a remarkable 40% reduction in complex problem tickets within just 3 months.

New Braunfels, Texas, Us

• Delivered courses on various management topics, including Project Management, Lean Six Sigma, Information Technology Service Management.• Instructed students using Official Courseware from Microsoft, Cisco, and Comptia.• Consulted with clients to assess technical requirements related to IT Service Lifecycle, secure desktop computing, and networking.

• Spearheaded and delivered exceptional IT service and consultation to clients, expertly tailoring solutions to meet their individual requirements.• Led and efficiently managed complex IT projects, including Microsoft Windows 7 OS deployment using Microsoft Systems Center, Intune, Microsoft Office deployment, networking, and storage, ensuring flawless execution and optimal efficiency.• Demonstrated exceptional collaboration skills with external vendors and oversaw procurement activities, ensuring the prompt delivery of high-quality solutions.

Jp

Coordinate, plan and teach at Keio University Hiyoshi for Fundamentals of Project Management in their Graduate Program. Keio University is one of the most prestigious Universities in Japan.

• Successfully oversaw and managed all aspects of IT networks, Microsoft servers, and Microsoft Windows clients, ensuring efficient and secure operations.• Demonstrated expertise as an IT system administrator, guaranteeing smooth functioning of networks, servers, and clients.• Utilised problem-solving skills to address and overcome various challenges in human resources, contributing to a harmonious and productive work environment.