Rob Nielsen Email & Phone Number

Covington, Kentucky, United States

Cincinnati Metropolitan Area

Carlsbad, Ca

As part of a second level team, supports a global customer base with a diverse group of technology products that bring smart innovations to point of sale systems, timeclocks and other products.The highest level of support at Processing Point, tier two support involves mentoring/training tier 1 technicians, working with “buck stops here” problems, and ad hoc special projects. Upon hire, absorbed information on a product portfolio that contains dozens of products from multiple generations of development to begin immediately providing customer support while learning the more advanced aspects of the hardware/software combinations.Provides training on multiple products via webinars and 1 on 1 remote/phone scenarios for flagship POS and timeclock products.Resolves hardware, software, and front end web issues including smartphone apps for both iPhone and Android.Provides support via phone, text, email and remote assistance through both Citrix Go to Assist and Microsoft Team Viewer.

Carlsbad, Ca

TAMC/Rob Nielsen Consulting provided north county San Diego coastal businesses and individuals with solutions, troubleshooting, and support for their various technology needs. Many satisfied customers available for reference.Transitioned a local political campaign from Outlook based client/server model that restricted information flow to online, Google based, products that facilitated collaboration and contributed to a successful outcome. Support and training for non-technical staff was critical in the success of the campaign.Worked with ownership/management to move a local magazine headquarters over the course of a weekend. Planning and execution resulted in zero downtime. Mixed environment included PC’s and Mac’s with multiple printers and coordination with the internet and phone providers.5+ years of support for a local restaurant including new location opening. Working with POS vendors and multiple network providers, customer service has been provided as necessary including nights and weekends.

Brought onboard to manage a tech company with publicly available business centers and kiosks in over 100 hotels and restaurants. Affected an increase in profits through a focus on systems and customer service. Successfully provided a smooth transition when the organization was acquired by a much larger company.Supervised three full-time and two part-time technicians in the course of support, maintenance and repair of company equipment. Improved response time and uptime by focusing on schedules and communication with customers and technicians.Identified issues in current credit card gateway and implemented a new solution resulting in increased uptime and resulting increase in revenue and customer satisfaction.Managed sale of the company to GBC Blue, coordinated customer and equipment turnover and subsequent office liquidation to the satisfaction of old and new ownership.

Provided production support and management for the company's internal web based applications. Previously provided network and application integration services to the company's largest customers.

Responsible for all information technology users and equipment not directly connected to the corporate LAN.

Providing training and quality assurance feedback to a team of 8-12 level two helpdesk technicians. Acted as final escalation level for unresolved issues and unhappy/abusive customers.

Attached to NMCB 40. Deployed to Guam, Rota Spain and Saudi Arabia (Desert Shield/Storm).

International Business Administration, Finance

Honor graduate in International Business Administration

Education record

Pursued underclass core curriculum. Primarily focused on English and Philosophy.