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.

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.

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

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.

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.

• 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.
• Act as a liaison to the Workstation Management Services (WMS) team to provide support for case management, shipping questions, missing PST folders, etc.

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.

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