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.
• 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.
• 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.
• 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.
• 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.
• 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.

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.
• 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.

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.
• 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.
• 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.
• Accomplished financial objectives by forecasting asset management requirements; preparing an annual budget; scheduling expenditures; analyzing variances; and initiating corrective actions.. Reviewed monthly with.

- 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.

- 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.

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.

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.
• 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.
• 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.
• 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.
• 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.
• 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..
• 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.
• 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.

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.

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.

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