Rich Robles Email & Phone Number

Las Vegas, Nevada, United States

Oversee all technology aspects and technical staff of the Daily Grill, Public School and Grill on the Alley restaurants nationwide and the Las Vegas Grill Concepts headquarters.

Huntington Beach, California

- Currently work as a Contractor• Successfully installed and maintained Windows Essentials Server 2012 and print server, Windows 7/10 client workstations, VPN, e-mail and Exchange service, Ethernet and Wireless network configurations, and typical PC troubleshooting maintenance. Recently implemented Office 365 and Microsoft Teams.• Responsible for all aspects of systems and network management, design, and implementation including DNS replication, DHCP, power up/down procedures, disaster recovery, GPO’s, OU’s, Virus protect and spam filtering• Assisted in Travel Bookings and training and implemented new BYT CRM and Social Media software technologies

Las Vegas, Nevada, United States

• Provided technical support on Chromebook laptop, Chrome OS, and various education software –Seesaw, Canvas, Google Classroom, PowerSchool, Zoom, Google Meet, and Sandi (SDUSD Portal Website). Provide assistance obtaining discount or free Wi-Fi through Connect2Compete education program• Oversaw a staff of 12 Technical Support Tier II agents ensuring that end users receive the appropriate quality assistance, including managing all procedures related to the identification, prioritization, and resolution of end user requests. Managed, resolved and determined root cause of urgent and complicated support issues as the point of escalation for all requests and incidents. • Analyzed performance metrics, KPIs and SLAs of Service Desk activities and documented resolutions, identified problem areas, and devised and delivered solutions to enhance quality of service and to prevent future problems. Used ServiceNow to track and resolve inbound tickets and knowledge base. Determined root cause of issues and prepared regularly daily performance reports for internal management • Managed the processing of incoming calls to the Service Desk via both telephone using PureCloud and e‐mail to ensure courteous, timely, and effective resolution of end user issues. Actively monitored phone queues and service portals. Kept agents aware of inbound calls, calls waiting, abandonment rate, unassigned tickets, and dropped calls.• Evaluated agent performance, providing learning or coaching opportunities taking correction s if necessary. Devised calling scripts, knowledge base, standard operation procedures, and performance metrics for agents. • Collaborated with other supervisors and management team members though Microsoft Teams to support agents and maximize customer satisfaction by identifying operational issues and suggesting possible improvements.

Las Vegas, Nevada Area

Established PC Repair and Consulting for small businesses and home based businesses. Service all sorts of Windows pc and mac OSX computer issues to networking configurations and infrastructure (routers, firewalls), Active Directory, printing issues, virus/malware removals, hardware and software issues, data recovery, backups, databases, iOS and Android mobile device configurations and cloud computing.

Las Vegas, Nevada Area

Sutherland Global Services is one of the largest international independent BPO companies serving marquee clients in major industry verticals. Sutherland employs over 38,000 professionals and operates in more than 60 locations throughout the world. As GTI Associate Manager, I assisted in the launch of the new site in January 2016 at The Lakes - Las Vegas. This location has a personnel of approximately 2000 employees.Primary functions consist of:• Deliver optimization to the projects that improve a client’s business application, infrastructure and services conducting PMP principals and ITIL v3 fundamentals.• Make work possible: Maintain and manage onsite IT, Active Directory network, desktop support, and telephony infrastructure for Call Centers for ATT, MetLife, Nationwide, AirBnB, Nordstrom and USAA. • Develop, execute and monitor IT infrastructure, PCI and Data Security audit compliance, data communication & computer network, digital signage and Client IT related products.• Set the path to success: Provide time-critical support to system users; ensure maximum efficiency to achieve maximum customer satisfaction. Maintain customer relationships and satisfaction as the sole point of contact.• Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet Service Quality levels, SLA agreements, contract negotiations and project expectations• Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations• Shape workplace culture: Coach and mentor a staff of 17 IT Technicians to handle 24x7 coverage. Measure performance on company KPI’s, utilization percentages, data reports and analysis and observations.• In July 2016, received Platinum Achievement Service Award for demonstrating outstanding services in company’s core areas of Integrity, Leadership, People, Clients and Entrepreneurial Spirit.

Las Vegas, Nevada Area

I started my career with Angel Management Group, the Daylife/Nightlife Entertainment Leader in Las Vegas, as an IT Coordinator. and later promoted to IT Manager of Operations when AMG was acquired by the Hakkasan Group.The position required responsibility for the overall strategic development and operational success of the Information Systems functions for multiple Corporate Offices and venues such as Hakkasan, PURE, LAX, Wet Republic, Venus Pool, Chateau, Dick's Last Resort and Social House restaurant.Typical Duties:• For over 300 employees, oversaw all IT projects, including day-to-day operations and activities; set IT policies, procedures, technical standards, methods, and training. Provided corporate offices and off-site casino venues with IT support and maintenance for computers, LAN/WAN server infrastructures on MAC OSX and Microsoft Windows, AV equipment and telephones to meet company and casino standards and codes.• Created new asset management inventory policies and procedures for all computer hardware, software, over 250 mobile devices (MDM) and audio/video equipment.• Negotiated all vendors and support contracts including Verizon, ATT, ViaWest, HP, CDW, TigerDirect, CenturyLink, Microsoft, Ricoh, ADP, MGM Resorts, Caesars Entertainment, Agilysys. Consistently researched new providers.• Maintained staff by recruiting, selecting, orienting, and training employees. Developing personal growth opportunities and communicating job expectations through coaching, counseling, and enforcing company policies and standards.• Accomplished financial objectives by forecasting asset management requirements; preparing an annual budget; scheduling expenditures; analyzing variances; and initiating corrective actions.. Reviewed monthly with Executives.• Evaluated existing information technology hardware, software, and training needs of all departments. Proposed recommendations and implemented technology improvements to maintain and improve the quality of services.

- Performed advanced troubleshooting of wireless broadband, faulty radio frequency IP services, wireless routers and modems, home and small business networks, email, and web services on customers’ software and hardware. - I successfuly trained proper RF troubleshooting procedures and technician programs to newly hired technicians. Also maintained Service Level Agreement reports and report transmitter tower issues to Radio Frequency Teams.- Maintained Service Level Agreement reports and report transmitter tower issues to Radio Frequency Teams

- Currently develop customer technical training sessions and training documentation for use with the web-based Security Management software and Smartphone and mobile devices. Web and Tele-Conferencing.- Organize and translate information into clear writing documentation including layout, design, and graphics. Regularly updated and revised training materials to reflect changes in company products.- Troubleshoot all technical issues with Silvertrac Software, and customer Smartphone and mobile devices.

Las Vegas, Nevada Area

- Oversaw the physical security, integrity, and safety of the data center/server environment including troubleshooting applications and software. Assisted in design, delivery, and improvement of related documentation for in-house software applications and support programs.- Oversaw all Technology related projects including systems optimization, technology training and documentation development; and daily maintenance of copiers, phones, Microsoft Servers (Active Directory), Windows XP workstations and network security devices for over 60 employees.- Successfully implemented an organized Document Management filing system (FileSite) and developed a training program and documentation for over 60 employees.- Created and implemented Customer Billing Report Databases to reconcile Accounting billing audits with equipment usage reports (Equitrac and Copier reports). - Installed and maintained local Blackberry Enterprise Server for mobile communications for 28 attorneys

Greater Los Angeles Area

• Developed, directed and maintained the technology development program for all Help Desk and Support Technicians, and employees based on individual job requirements. Facilitated and coordinated over 25 technical workshops including Network+, A+, Microsoft Office 2003, Outlook/Exchange, Windows XP and PDA usage. Created user manuals and provided technical support.• Responsible for the development and maintenance of technology training programs for all management and administrative personnel based on individual job requirements. Identified and coordinated strategic technical training locations, equipment and resources to meet the company’s training needs and goals. • Identified and coordinated strategic technical training locations and equipment. Maintained 4 technical training facilities based on geographical requirements. Purchased and inventoried training equipment for each facility.• Collaborated with Human Resources, Finance and Operations Excellence Departments to conduct non-technical training for Corporate Legal and Regulatory compliance.

Greater Los Angeles Area

• Maintained goal initiatives on core projects including Ethernet Infrastructure Rewiring , AD/Windows 2003//XP and Office 2003 migrations for 750 desktops and laptops, internet and anti-virus security applications, Automation and database integrations for over 2500 external customers, and a Point-Of-Sales implementation at 6 Operation and Data Centers. Collaborated with affected departments on new application rollouts and upgrades.• Supervised and coached 16 Level I and Senior Help Desk and Field Support computer technicians. Performed quarterly feedback and follow-up on individual training plans, performance appraisals audits, and technical knowledge assessments to enhance and maintain technician computer and networking skills. • Manage the implementation of methodologies that continuously improve first call resolution, customer perceptions and foster strong client relationships. Supervise incoming and outgoing calls to ensure service quality. Listen in on calls through specialized equipment to make sure that the help desk task is providing appropriate answers to customers’ questions. Make sure that help desk workers are responding to customers’ answers as per company protocols. Formulated calling scripts.• Reviewed and measured monthly purchase and repair costs. Successfully developed a Master Inventory Operation Plan and database to monitor inbound/outbound equipment activity and costs. Trained employees proper equipment troubleshooting and repair techniques. Repair costs dropped almost 30% in 3 years. Disposition costs dropped 21% district wide. Overall department cost reduced 11.9%• Consistently monitored and reviewed service level agreements with staff and customers, ensuring compliance and quick resolution of specific problem issues. Follow up on PeopleSoft ticketing reports, KPI’s, metrics, trends and analysis. Achieved an average of 98% systems availability and 96% customer satisfaction for 4 straight years.

Greater Los Angeles Area

• Coordinated annual Worldship equipment installation/conversion plans for external customers according to Business Development cost plan; converted over 1500 external shipping systems at over 600 companies.• Created and co-designed Dispatch External System (DES). A database management tool to quantify and analyze data regarding external dispatch activities. Measured and controlled costs in areas of mileage expense reduction, staffing distribution, task assignments, scheduling and technician productivity. A significant mileage expense reduction of 36% reduction department wide from $158,133 to $113,755 for 48 technicians.

Greater Los Angeles Area

• Performed routine software and hardware installations of all internal and external UPS computer and automated systems, server pc repair and maintenance, program updates, and troubleshooting. Knowledge of Novell 4.0, Microsoft Windows 98/95, NT/2000, IBM OS/2, Microsoft Server 2000/AD migrations

Greater Los Angeles Area

• Sorted parcels on conveyor belts according to zip codes to proper destination feeder trucks

Bachelor Of Science, Business Administration / Office Business Systems

Activities and Societies: Member of Alpha Kappa Psi - Professional Business Fraternity

Aa, Business

High School Diploma

Activities and Societies: Varsity Basketball Team, Student Council