Rob Larsen Email & Phone Number

Remote

Connecting systems, integrating solutions, and improving agent experiences in the name of better customer service for Envoy's clients.Leader of technical discovery process, technical design documents, and facilitating workflows between developers and end users.

Remote

Connecting systems, integrating solutions, and improving agent experiences in the name of better customer service for Envoy's clients.Leader of technical discovery process, technical design documents, and facilitating workflows between developers and end users.

Remote

Remote

Zendesk Implementation Consultant with a sub focus in Zendesk Explore data and reporting structure, analytics, reports, and queries.

Pullman, Washington, United States

Founder of a small food security focused organization providing meals and running food drives in Pullman, Washington. Primary focus driven around providing Thanksgiving meals to those in need, no questions asked (no events to sign up for, no meetings to attend, no services to attend, etc.) - yearly event doubles as a food drive with current donations going to the Washington State University Cougar Food Pantry.Over the course of 2021-2023 we have put together and distributed over 150 Thanksgiving Meals, over a dozen Christmas meals external to our normal events, and handfuls of one-off requests for food throughout the year to people in the Palouse region, along with over 650 pounds of food donated to the WSU Cougar Food Pantry.https://www.foodforpullman.com

Remote

Pullman, Wa

- Recognized opportunities to provide technical understanding to systems, ardently delivered group and 1:1 training for over 200 end users, facilitating an increase in software adoption by over 500% across 3 months.- Chiefly led city trainer on RingCentral, shrewdly guided implementing RingCentral Meetings and web conferencing platform to expand city connectivity and reach from near zero to full connectivity during work from home requirements in 2020-21.- Oversaw implementation and creation of 2 public video platforms and lead presentations to hundreds of residents (web platforms and localized content). Concurrently, administered photography (print and web) for internal and external use that significantly boosted resident engagement and image projections. Increased platform viewership from 4-8 to 200-500 weekly unique viewers.- Forecasted crucial operational streamline possibilities, adeptly implemented project management system (Monday.com) for internal departmental use with expansion to other city departments, expediting completion of deliverable time by 25%. Implemented SCRUM stand-up-based meeting principles to IT team meetings for better project and blocker tracking.- Swiftly adapted to COVID-19 outbreak, uniquely designed, created, and implemented 3 live streaming platforms, all public meetings requirements (City Council, Boards and Commissions, departmental), as well as devised and built systems for future city use. Designed and implemented multimedia web streaming services as well as toll free phone streaming services to meet the needs of underserved community members with limited technological access.- Took over City Information Technology Policy refresh, writing the City’s Bring Your Own Device (BYOD) policy in collaboration with City legal team in compliance with existing City handbook, policy, and existing laws and statutes.

Pullman, Washington

- Tasked with service request, incident, and trainer lead for day-to-day operations of the WSU Foundation Information Technology Service Desk, primarily managed and monitored service request and incident response queues for entirety of Information Technology and data teams.- Lead implementation specialist for transition from misused project management software as company ticketing system to purpose driven, custom edited, and team-built ticket management platform (FreshService).- Diligently monitored for issues, tracked feedback, and engaged in inventory tracking and management, in addition to deploying system and equipment to approximately 100 direct partner end users with an additional 50+ University partners, optimizing efficiency output by multiple magnitudes and earning highest metric driven partner satisfaction/feedback ratings and closure rates within the WSU Foundation IT team in both 2018 and 2019.- Directed responsibility over 3 direct reports and managed communications between non-IT WSUF staff and the IT/Data teams.- Guided and delivered dozens of training sessions and webinars on 5 internal and many supported external applications, ensuring robust team cohesion throughout company.

Pacific, Wa

- In charge of all technology-related internal and external projects. Accordingly, provided digital systems sales and installation support, technical support and acted as a troubleshoot lead for 1,000+ clients throughout the Pacific Northwest, reliably ensuring exceptional customer service for 3 years.- As brand manager and outreach coordinator, developed quarterly marketing and media campaigns (in person, convention based, digital, and print). Moreover, took leadership of the digital x-ray platform, thereby significantly expanding sales for digital x-ray packages by 150% across 12 months.- Appointed as platform lead on all digital imaging systems, conscientiously supervised workflow from initial sales outreach to installation including provision of ongoing remote and in-person customer technical and usage support, guaranteeing high customer satisfaction across tenure. - Entrusted with managing all company online platforms, outreach platforms, and service response ticketing. Concurrently, thoroughly conducted all hardware and software application training for 250+ digital systems end users, contributing to a more technically capable user base and ensuring overall achievement of strategic goals and continued sales for the company. Manages all company online platforms, outreach platforms, service response platforms, and technological advancement projects.

Ellensburg, Wa

- Reviewed and examined and managed support for over 1,500+ slot machines, networked poker tables, and company server racks, avidly troubleshooting and diagnosing problems to develop effective solutions which led seamless operational functionality across tenure. - Managed support for individual devices and dozens of servers nationally throughout Washington, Oregon, Idaho, California, Nevada, and international deployments, adeptly displaying multi-tasking capabilities to contribute to the issue-resolution and technical support of 25+ company locations across 2013-15.- Recognized for IT proficiency and selected to an 8-member deployment team of support and installation specialists, performing departmental collaboration to handle deployment and maintenance of newly acquired PokerPro company and products internationally from 2014-15.

Pacific, Wa

- In charge of all technology-related internal and external projects. Accordingly, provided digital systems sales and installation support, technical support and acted as a troubleshoot lead for 1,000+ clients throughout the Pacific Northwest, reliably ensuring exceptional customer service for 3 years.- As brand manager and outreach coordinator, developed quarterly marketing and media campaigns (in person, convention based, digital, and print). Moreover, took leadership of the digital x-ray platform, thereby significantly expanding sales for digital x-ray packages by 150% across 12 months.- Appointed as platform lead on all digital imaging systems, conscientiously supervised workflow from initial sales outreach to installation including provision of ongoing remote and in-person customer technical and usage support, guaranteeing high customer satisfaction across tenure. - Entrusted with managing all company online platforms, outreach platforms, and service response ticketing. Concurrently, thoroughly conducted all hardware and software application training for 250+ digital systems end users, contributing to a more technically capable user base and ensuring overall achievement of strategic goals and continued sales for the company. Manages all company online platforms, outreach platforms, service response platforms, and technological advancement projects.

- Created ground-up web and marketing platforms as the Owner of an Information Technologies Design and Consulting firm. Innovatively crafted client-tailored solutions for social media and digital outreach campaigns such as digital storefronts for distribution to customers, subsequently sustained high-standards of client services to 15 business end users since November 2010.- Provided Information Systems consulting and design for clients across many fields. Provided service and feedback from construction planning to systems implementation and product development.- Took initiative to lead both digital and print sales outreach for clients in a multitude of industries involving medical, medical supply, music, gaming, non-profit and more. Established key relationships with dozens of clients through astute lead generation and strong oral/written communication skills during tenure.

Telecommute

- Led community management and end-user support for 3 social media gaming platforms made by Diversion, proactively monitoring the processes and developing a total of 8 community sites, forums, and support sites via Zendesk and GetSatisfaction to facilitate a smooth user experience for a record-breaking 1.2M+ subscribers and monthly active users since its start-up.- Maintained a consistent company brand voice to manage Facebook and 3 other social media integration platforms during processes including but not limited to brand deployment and marketing to foster brand identity throughout all external avenues. - Performed extensive multi-disciplinary duties as a writer, consultant and product developer for in-game content and an online marketing lead, executing auxiliary cross-functional tasks to increase multi-departmental efficacy.

Pullman, Wa

- Responsible for the development of web and print interfaces for media used internally by Washington State University staff and externally by students and donors. Managed multiple website transitions via Content Management Systems.- Helped develop and launch the first ever issue of 'Excellence', the WSU Honors College electronic newsletter.

Pullman, Wa

- Developed a cutting-edge web design-oriented credited university course instructed to 5 students of the DTC program at WSU, completing end-to-end program development to provide educational guidelines centered on web interaction and applications ranging from hand coding and design to final publication across July to December 2008.- Ensured students received rapid progressive experience on design principles, 5+ design programs, and e-Portfolio best practices to accelerate student career development and assist with job searching to nurture their personal and professional growth.- Successfully instructed students on managing personal web platforms, online presence, and self-branding in addition to web design industrial knowledge, where class results were recognized, and the program was established and continued for use by future students and instructors after my development of the project and tenure completed.

Telecommute

- Community Manager in charge of leading and promoting individual user communities on GGL, as well as helping launch and test new builds and interfaces of the site.- Responsible for Community Events across multiple gaming platforms (Xbox Live, Steam, GGL, etc.) acting as both a host and user liaison for games across multiple genres.- Provided platform feedback for launch of social features implemented well before the larger overall rise of traditional Social Media platforms.

Pullman

Responsible for the day to day operations of both the IT Helpdesk and the Center for Undergraduate Education Lab, the flagship SCS lab on the WSU campus. Tasks included hiring, scheduling, equipment management, maintaining relationships with various Information Technology departments, payroll, and budgeting.

Pullman, Wa

Instructed classes for students, faculty, and staff of Washington State University. Classes included Photoshop, Microsoft Office Suite, iMovie, Dreamweaver, Flash, HTML, Cascading Style Sheets, and others. These classes could also extend to a one on one session if the student preferred more assistance, or a more private setting in which to ask questions.

Ba Digital Technology And Culture, Information Systems, English, Fine Arts, Media

Activities and Societies: Student Computing Services, College Republicans, DTC ePortfolio Instructor, Information Technologies Tutor

High School/Secondary Diplomas And Certificates

Activities and Societies: Tennis, Competitive Speaking/Debate, Camp Counselor