Robert C. Email & Phone Number

Kansas City, Mo, Us

Austin, Texas, United States

Austin, Texas Metropolitan Area

Supporting Rapid7's SIEM platform InsightIDR for incident detection and response, along with InsightConnect for security orchestration and automation.

Cambridge, United Kingdom

As Imagen’s sole technical US staff, I cover US business hours / European afterhours for the Imagen media archive SaaS platform, including administration and deployment of Apache webservers, MySQL databases, media transcoders, backend services and frontend web applications, in the Azure cloud and on-prem at client sites. Typical duties include generating custom media ingest workflows, managing groups and SSO integration, running livestream capture for live sports, and coordinating feature requests and updates for bespoke deployments as the liaison between the development team and the client.

Austin, Texas Area

As a system and network administrator, I was a member of the small technical team that deployed and maintained the IT environment of over 300 customers across different industries. My time was split between office work and onsite visits in highly varied environments, from research labs to medical offices to machine shops to banks, handling any IT issues. Most commonly I worked with Active Directory, server issues, software support, network management, virtualization and virtual machine management, Office 365, backup administration, and general helpdesk support.

Austin

Responsible for ticket intake, stock and inventory management, backup and remote monitoring, dispatching and scheduling and coordinated customer service. As the central nervous system of the company, I constantly sought to optimize internal processes and improve both internal and external communication.

Analysis, validation and enhancement of geospatial data content for Apple Maps, includingassembly of new content for consumer applications.

Austin, Texas Area

Lead a team of 12 in-house agents for Google Glass's customer support engagement with an emphasis on white-glove customer support. Later, lead a team of 30+ remote technical support agents providing DSL technical support for a US-based DSL ISP. Responsible for mentoring, coaching, talent development, escalation processing, customer service management, metrics analysis, strategic planning and growth management.

San Marcos, Texas / Mountain View, California

Provided “universal agent” support for Google Fiber customers, handling any and all requests related to service, billing, technical issues including network and connectivity, customer support, with customer satisfaction as the primary performance metric. Took personal ownership of customer issues including followups and multiple avenues of contact including chats, inbound and outbound phone and email contact.

System Administration, Information Technology

Bachelor’S Degree, Physical Geography

Bachelor of Science in Physical Geography - Water Resource Management; minor in Chemistry