Robert Hopper Email & Phone Number

Land O' Lakes, Fl, Us

Us

Oldsmar, Florida

GCI provides IT and network managed services to various clients globally. I am assigned primarily to the Johnson & Johnson account providing Cisco VoIP support to LATAM and ASPAC locations. Provide ongoing support of Cisco VoIP network: Cisco Call Manager and Unity administration of Cisco Jabber, phones, IP Communicator, etc. Complete trouble and change request tickets via the IRIS ticketing system Manage ticket load to adhere to SLA requirements,  Work closely with customers, often amidst language barriers, to complete each request Utilize Amazon Workspace and VMware for access to customer networks

National Grid, Syracuse, Ny

Verizon provided an outsourcing arrangement to support National Grid. I participated in the transformation of US sites from TDM voice systems to Cisco VoIP network; provided ongoing administration of the Cisco Call Manager and Unity after transformation was completed. Continued to provide support of the remaining Nortel and Avaya legacy systems per the Verizon contract. Provided ongoing support of Cisco VoIP network: Cisco Call Manager and Unity administration of 152 US and 114 UK sites, each ranging in size from approximately 5 phones to 2000 phones; program new Cisco phones and features and implement changes as required. Member of VoIP transformation team which completed the transformation of 152 US sites from legacy PBX and Key systems to the Cisco VoIP network Complete trouble and change request tickets via Verizon ETMS system Managed ticket queues for team to ensure that SLAs are met; compiled and provided ticket reports to manager to proactively review to reduce missed SLAs Conducted training sessions with team to demonstrate best practices Worked in conjunction with NOC and engineering groups to ensure customer satisfaction of issues Support of remaining Nortel legacy systems, primarily Control centers and Call centers Earned several Verizon Ovation awards for outstanding customer serviceITIL Foundations Certified 2013

Responsible for maintaining the Nortel voice network within New York State along with numerous data applications used by National Grid for monitoring and billing their gas and electric services. Managed voice and data services which included Nortel PBX networks with connections to Avaya PBXs within New York and New England with connections to UK networks, programmed Nortel phones, routing tables and circuit configurations Support of ancillary voice and data equipment at numerous sites Performed project management for additions or upgrades of systems or locations Worked with Monitoring Center to ensure equipment and circuit reliability Compiled telecommunications KPI reports for management to highlight service uptime NERC/CIP certified (North American Electric Reliability Corporation/Critical Infrastructure Protection)

Worked at Personal Fitness gym as a personal trainer. Currently still own and operate FitnessXL assisting athletes with competition prep.

Syracuse, Ny

Responsibilities involved assisting sales teams with revenue generation and support of the customers’ needs. Frequently joined sales reps to meet directly with customers.  Responsible for input and execution of AT&T data services requests for provisioning  Support of customer accounts and sales teams Directly interfaced with customers to plan and ensure satisfactory network design, implementation and support Conducted weekly project update conference calls with customers to uphold project schedules Directly interfaced with customers to resolve issues with billing, maintenance and lifecycle management Compiled account and network SLA reports as required