Rob Bourgoin Email & Phone Number

Plano, Texas, United States

Served as the central point of contact for Support delivery and Case Management at Palo Alto Networks, ensuring an integrated service delivery experience for customers.Developed a profound understanding of customers' business challenges and technical environments, providing them with tailored technical information, guidance, and support.Identified upselling opportunities for the account team, contributing to revenue growth.Proactively monitored and resolved complex technical issues by collaborating closely with Customer Support and Engineering teams.Led communication and engagement for customer escalations, effectively managing complex situations by coordinating actions among Account Teams, Services Teams, Partners Resources, and Engineering.Conducted Case Support Review meetings to enhance support effectiveness and involvement of the Account Team.Delivered Risk Advisory notifications, addressing security concerns related to PANOS, Cloud, and hardware.Engaged with Product Management on behalf of customers, communicating security priorities and operational requirements as feature requests.Actively participated in issue resolution by providing hands-on support in fixing raised issues.

Denver, Colorado

• Worked with sales teams to develop creative solutions for clients who requested high level work on a limited budget.• Became the sole contact for all service resource request. Developed reporting for internal engineering teams to help better track engineer utilization.• Established a partner process that allowed for Trace3 to expand their delivery portfolio.• Responsible for the delivery of over 300 projects that resulted in a GP of $12.35M.• Led the development of Delivery Services portfolios for the Security, Infrastructure and iOps organizations. • Conducted regular pipeline meetings with Engagement Managers, Technical Account Managers and Account Reps to review sales pipeline and forecast to increase awareness of future staffing requirements and to drive the sale of offerings that will ensure region meets billable utilization requirements. • Provided guidance on services that Trace3 delivers and presented the offerings to many clients.• Closely worked with Engagement Managers and Technical Account Managers to develop long term services planning for existing and potential clients.

Denver, Colorado

• Managed a team of 14 Project Managers while providing guidance on PMI methods, soft skills and creative meeting delivery. • Provided coaching and mentorship to Project Managers in developing soft skills as well as growth in effectively leveraging the Deliver & Validate Success methodology.• Creation of Project Management Office standards for Denver, California, and East Coast PMOs to include staffing, Financial Metrics and Project Manager delivery methods.• Collaborated with BU Leaders and the Center of Excellence to develop new service offerings and delivery engagements.• Partnered with senior leadership to identify trends, innovate solutions, provided PM oversight to increase revenue and evaluate PM success.• Responsible for Review/Approval/Delivery of over $30M in revenue for 12 months.• Managed relationships with Sales/Engineering teams to include, becoming the “Go To” for resolution of internal/external issues.• Developed a Sales Team resource onboarding program which provided an oversight of the Services operations team to new hires within sales. • Worked creatively with Sales Teams to support client demands and provide feedback to Services VP’s, COO, and CRO if different go-to-market strategies are warranted.

San Deigo

• Established Transport standards for 5G and the One Fiber network initiative. Created standards for all mapping and inventory of newly installed Dark Fiber. • Managed several Lean Six Sigma Agile large-scale projects that resulted in $400M+ in cost savings. Awarded a Network Excellence Award by VP for cost savings initiatives. • Responsible for capturing the needs of all network employees for a new network inventory system while addressing the requirements for network expandability, growth, scalability and reliability. Used Confluence, JIRA and Tableau to virtualize system development. Hosted weekly meetings to provide strategic planning input for creation and improvement to current and future processes.• Collaborated with network engineers to develop network performance dashboards to support the need for measurement of all Fiber/Microwave network KPIs throughout the company. Drove initiatives to lower degrading service levels. This tool was instrumental to support the Cost Savings projects that resulted in over $130M in savings during 2017.• Responsible for weekly presentations to network VPs on all project statuses, risks and solutions. Acted as the liaison between the field and executive leadership and hosted an annual Transport Summit to inform leadership of all planned developments of the network.• Consulted on development of network performance applications that replaced legacy applications and reduced the need for vendor support.• Developed network data warehouse for storing and distribution of data that supported network performance and tools. Provided data storage for 31 tools.

Irvine, Ca

• Responsible for the Wireless Network consisting of Microwave Systems, Leased Fiber and Owned Fiber in Southern California to include engineering, maintenance, growth, and fault isolation. Provided direction, leadership and technical experience to 12 employees.• Managed $250M in Network Asset delivery, installation and turn up for the 4G LTE network in Southern California.• Became the SME for several routers and network equipment which allowed for better manufacture development and relationship enhancement.• Developed processes to both streamline workflow and minimize errors to include New Circuit Delivery, Small Cell Delivery, Dark Fiber deployment, and Vendor Maintenance Notifications.

San Fernando Valley, Ca

Installed and repaired electronic microwave systems typically found in telecommunications, radar systems, and military electronic detection or counter-measure systems. Set up, calibrate, and operated instruments for microwave and power control systems, conducted experiments and assisted technical engineers in the development of experimental equipment. The area covered was 300 Square miles and approx. 200 cell sites.

• Developed DAS systems for 5+ Marine Corps Bases. Maintained systems and adjusted tolerance to support coverage for the bases.• Led a team to integrate 500+ nodes and 30 servers into several military installations. Provided network support during and after installation.• Maintained and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations for 30 Servers and over 500 nodes.• Supported a myriad of computer and network operating systems to include; UNIX, Windows, Vines, Netware (IPX), TCP/IP, DNS, DHCP. Responsibilities include the maintenance and repair of aircraft mission planning systems, aircraft maintenance systems and field deployable SATCOM equipment.

Bachelor Of Science In Information Technology, Computer Systems Networking And Telecommunications

Associate Of Arts And Sciences (Aas), Computer Systems Networking And Telecommunications