Robert Barone Email & Phone Number

Spartanburg, South Carolina, United States

The management of projects, typically (but not exclusively) involving the development and implementation of business processes to meet identified business needs. The role acquires and utilizes the necessary resources and skills, within agreed parameters of cost, timescales, and quality. The adoption and adaptation of project management methodologies based on the context of the project and selecting appropriately from predictive (plan-driven) approaches or adaptive (iterative/agile) approaches. Additionally, the Tech Project Manager is capable to manage technology focused projects and understands software solutions or system architecture (e.g. SAP).

Wilkes-Barre, Pennsylvania, United States

The management of projects, typically (but not exclusively) involving the development and implementation of business processes to meet identified business needs. The role acquires and utilizes the necessary resources and skills, within agreed parameters of cost, timescales, and quality. The adoption and adaptation of project management methodologies based on the context of the project and selecting appropriately from predictive (plan-driven) approaches or adaptive (iterative/agile) approaches. Additionally, the Tech Project Manager is capable to manage technology focused projects and understands software solutions or system architecture.

United States

United States

Wilkes Barre

Hazelton Pa

Responsible for troubleshooting, detecting and solving technical problems, installing or updating required hardware and software and recommending computer products or equipment to improve company productivity.• Diagnose rudimentary computer problems and apply troubleshooting techniques to resolve computer issues• Install and configure new computer hardware• Perform routine hardware and software maintenance• Enter and update user and system information in Active Directory as well as customized applications• Provide support to the end-user working closely with the level II technicians when necessary• Provide excellent customer service to all customers• Record, track, and document the help desk request problem-solving process in accordance with departmental procedures• Provide end-user training• Provide off hour on-call support when applicable

Pittston, Pennsylvania

Principal Responsibilities (Essential Function) Oversee Service Desk Technician activities including, but not limited to scheduling, daily management, productivity management and adjustments to shift coverage. Act as first level of management escalation for issues requiring leadership attention Apply appropriate level of supportive and directive guidance for Technician tasks and routine business processes Escalate Service Desk Technician performance issues consistent with C3i's standard practices Participate in process of selecting high achievers, through various C3i incentive programs Organize and utilize all support resources provided including emails, documentation, contact lists, etc. Other responsibilities as dictated by Service Desk Manager Daily Service Desk Activities · Ensure service levels are met by monitoring real-time ACD queues while monitoring staff availability · Monitor open issues and coordinate the required follow-up activities in order to ensure issues are closed within the required time fame * Monitor all escalation queues to ensure hand-off times between Tiers, including client resources and third party, are met * Manage the call flow and other workload across all technicians on staff * Mentor technicians in attaining call efficiency targets * Possess a high-level of business acumen for assigned clients and be a client point of contact for escalations as needed * Field technical assistance requests during staffing shortages(overflow)

Wilkes Barre, Pennsylvania

Principal Responsibilities: (Essential Function)• Develop and maintain a full technical knowledge of the Client’s business applications, hardware platform and business processes. • Aid the Help Desk (HD) Manager in the coordination and management of Tier 1 support. • Plan and Manage Client projects such as POA’s, hardware rollouts, application upgrades and proctoring Client meetings and training sessions. Documentation and Training Responsibilities • Maintain HD Tier 1 documentation including Knowledge Objects, ServiceWare and training/reference materials. • Create and/or contribute to the monthly HD Technician assessments. • Create and deliver training materials to HD technicians as needed. • Review HD Technicians calls for quality and provide feedback and coaching to the Technicians. • Act as a liaison to Workstation Management Services (WMS) to provide support for case management, shipping questions, policy and procedural issues etc. Case Management• Interact with Client’s on escalated calls (tickets/AR’s/issues) to provide resolutions and/or recommendations.• Provide next level support to HD Technicians for difficult and/or escalated real-time calls. • Review the Open Call Report with C3i Management as well as with the Client to provide solutions and next steps with the ultimate goal of resolving the Open Call. Reporting and Data Analysis• Generate all recurring reports and analyze those reports for trends. Identify and offer solutions for process gaps and root cause assessments. • Create and maintain an LOV/ Case Management Plan. • Generate ad-hoc reports as needed.

Principal Responsibilities: (Essential Function)Operational Responsibilities• Assist the Help Desk (HD) Technicians with real-time escalated calls/issues. • Ensure that the HD Technicians are completing their Follow-Up calls with the required time-frames. • Research and review escalated calls to determine if the ticket needs to be forwarded to the Technical Account Supervisor (TAS) for home office assistance or de-escalated to the HD Technician for more information.• May be required to be a primary call taker for certain time intervals in situations dictated by high call volumes or shift schedules. All call handling, logging and open call follow up responsibilities applicable to HD Technicians (Level 1 and 2) apply to the ATAS in these situations. • Act as a liaison to the Workstation Management Services (WMS) team to provide support for case management, shipping questions, missing PST folders, etc. • Work with the TAS to ensure that Tier 1 documentation is kept up to date for all past and future issues presented to the Help Desk. Help Desk documentation includes but is not limited to: procedures, technical resolution of issues and other administrative documentation (key contacts, hours of Operation, etc.)Roster Management• Ensure that the logistical requirements for all Client new hires, terminations, transfers and promotions are completed within the required time-frame. • Complete all order creation that may be required to fulfill the logistical requirements for all Client new hires, terminations, transfers and promotions. Reporting and Data Responsibilities• Create various reports as required on a regular basis. These may include but are not limited to: Technician Efficiency Scorecards, Threshold Reports, Trending and Aging Reports, etc. • Identify and assist the HD team with unnecessarily long calls or issues and aid in their resolution. • Identify and flag frequent Client callers.

Principal Responsibilities: (Essential Function)Shift Schedules Adhere strictly to shift schedule. Timeliness a key requirement. Flexibility to changes in shift schedules, as dictated by Management, is requiredCall Handling Provide comprehensive technical support services to support center customers Work within Service Level Agreements, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc. Take all steps to troubleshoot issues reported to them and resolve or escalate to the appropriate contact. Use all available Knowledge Management Tool during the call Take all necessary steps to ensure customer satisfaction at the end of the callCall Logging Create and submit detailed call logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call logging componentsEscalation Act as first point of escalation for Level I Technicians and be knowledgeable on client specific work flow Promptly notify management of any potentially “dissatisfied” customers Follow all documented escalation procedures, including hand off times, for issues requiring 3rd party interventionOpen Calls Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow up phone calls, etc. Liaise as necessary inter-departmentally to seek resolutions to all issues reported Confer with Technical Account Supervisor to identify trending problems and work to develop solutions to open issuesKnowledge Proactively seek and possess business acumen for all clients supported Maintain technical proficiency in all applications utilized by clients supported Contribute current technical information and best practices concerning proprietary applications to the C3i Reference Library or other knowledge distribution channel Organize and utilize all support resources provided including emails, documentation, contact lists, etc.

I handled over the phone technical support, billing and customer retention for RCN residential customers.