Mario Roberti Email & Phone Number

San Diego, Ca, Us

United States

Responsible for providing world-class technical support for more than 70 PubNub SDKs, enhancing the overall customer satisfaction and retention experience.

Greater San Diego

As a principal in the company, I have the opportunity to wear many hats. From quality assurance to customer support to product design, I have helped Kimbodo grow its offerings at every step.Being a part of kimbodo gives me the opportunity to contribute at various stages in its growth. At times, I may be supporting a small part time project, or at others I may be leveraged for more of my attention.

I concentrate on managing our company's relationships with its customers while building new, long-term relationships. Some of my duties include finding new business, handling prospects, given accounts, or a combination thereof. I also handle project management, strategic planning, sales support, and key marketing efforts.- Generate sales among client accounts, including upselling and cross-selling- Operates as the point of contact for assigned customers- Develops and maintains long-term relationships with accounts- Makes sure clients receive requested products and services in a timely fashion- Communicates client needs and demands to employer company- Forecasts and tracks client account metrics- Manage projects within client relationships, working to carry out client goals while meeting company goals- Identifies opportunities to grow business with existing clients- Coordinate with staff members working on the same account to ensure consistent service- Collaborates with sales team to reach prospective clients- Service multiple clients concurrently, often meeting deadlines- Keep records of client transactions

San Diego

Support Engineer III • Tools and scripting: Worked in the early days to import large chunks of data into the PaaS backend by creating simple web based tools to import lists of data and then output in a format easily consumed by our back-end. This was critical due to our start up nature and lack of team members available to help our fledgling support team. • Knowledge Base (KB) Creation: Created 30+ [Type] articles to train and developed 16+ customer service representatives into analytical problem-solvers, leading to shorter onboarding time for new team members as well as information-dense yet easily learnable content including video, audio and written articles.• Remote Technical Support Troubleshooting: Communicated directly with 30+ drivers daily to diagnose and resolve advanced electronic logging device (ELD) issues, decreasing downtime. This would prevent US DOT citations and keep the drivers engaged and maximize their earnings• Incident Management: Performed root cause analysis to identify problem sources and trends; utilizes Salesforce and ZenDesk software to document and report findings. Once management was alerted, the trends would then be brought before product operations team for further research. Our support team would be the front line detecting any software bugs or issues affecting drivers or back office personnel

Qualcomm Morehouse Campus

Managed San Diego backup tape operations for 6 campuses within Qualcomm• Scripting: Used Lua, bash and Perl to automate tape tracking software data import process; imported 750K of data (tracking dates, contents of tape backups, metadata, etc.) in less than 3 weeks• Hardware and Software Troubleshooting: Interfaced with Fujifilm, Spectra Logic, and Iron Mountain corporate vendors to optimize data retrieval and offsite storage for robotic libraries while maintaining the strictest of chain-of-custody compliance best practices, as well as HPPA privacy compliance• Implemented Flexible Pickup policy: Created a rotating day pickup policy from our buildings on campus instead of paying for off-site storage pickups on days we had nothing. The contract was renegotiated due to my input and the company saved several hundred dollars per week. • Tape Librarian: Handled the day to day eject and packing of 5120 terabytes’ worth of data (600 separate tapes)

San Diego, California, United States

• Identified a gap in runners getting results in a timely manner: We saw folks were crowding around giant screen TVs squinting to see their results in a huge list. So we created Bibs. Teamed with local races around the country, integrated with their RFID chip within the bibs of the runners. Processed data almost real-time allowing them to bring up their race results on their mobile phone (iOS or Android). Created the app and sent to the app-store completely on our own. Used Lua and none of the mobile-native to lower the bar on entry and rapid prototyping.

Handled multiple projects highlighting our Windows Phone 7 flagship products. Interfaced directly with Microsoft support team and Windows Phone 7 and SQL Azure evangelists.

• We manned the call center and took calls 24/7 from users. These users vary from single customers from home on dialup service to system administrators of our wireless broadband, T1, or web hosting customers.• Hardware and software troubleshooting: Familiarity with various hardware configurations and software applications allowed me to help customers step-by-step with their issues, leading to resolution nearly 99% of the time.

Handled jobs for legal firms, copying briefs and various files. Delivered jobs to clients, collected and processed payments. Assisted computer services department in tech support and customer assistance.