Robert Abney Email & Phone Number

Monitoring the contractor support ticket queue and assigning / reassigning tickets, ensuring ticket triage and resolution meets service level targets, ensuring that work is documented and customers are updated, serve as a further escalation point for the team, and coordinate with all worldwide service providers to ensure security footing and readiness/response for US Navy supported sites and systems. Situational knowledge of systems/equipment status, service provider performance.Develops and distributes all program required system status and service level-agreement reports and metrics. Monitors service provider performance to ensure the contractor maintains quality control. Monitor resolutions to ensure mitigation strategies are effective. Manages and assumes responsibility for the overall ownership, monitoring, tracking and quality assurance for all corrective and preventive maintenance tickets. Auditing of trouble ticket work log entries to ensure the information is meaningful and consistent.Acts as the local point of contact for customer and end user management communications and escalation of issues. Provides 24-hour support for critical incidents and Remedy AR and Sharepoint system outages. Process all waivers submitted by the service providers in accordance with the established NAVFAC AT/FP Ashore Waiver process.Create approved AT/FP Ashore Remedy System user accounts and modify user profiles when requested.Coordinate and conduct bi-weekly conference call with Navy 311, a Global Call Center and incident ticket intake location for issues, new processes, and quality assurance.Provide ad-hoc reports from the AT/FP Ashore Sharepoint (AIM) and Remedy System as requested.

Listed skills include Requirements Analysis, Integration, Software Documentation, Active Directory, and 21 others.

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  California State University, Fresno

  Journalism / Mass Communications