Robert Chamberlain Email & Phone Number

Waterloo, Ontario

•Representing OpenText acting as first point of contact for all technical inquiries regarding BI and its integration into external environments•Show an understanding of the customer environment and product enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly•Act as a key point of contact for customer follow up and incident management, while maintaining ITSM with updates and resolution.•Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.

Waterloo, Ontario

•Part of the Operations team building the Quality Assurance program from the initial stages•Met with eam members on a monthly basis, reviewing trends, voice and email audits•Mentored the teams for Quality Assurance improvements•Mentored QA team Co-ops and Technical support Analyst Co-ops •Collated and analyzed monthly results for trends analysis •Measured agent improvement through effectiveness of processes, training, and practical application of training•Increased customer satisfaction through improvement with Quality Assurance•Performed new hire onboarding training for an introduction into the QA program•Part of the interview team responsible for hiring coop technical support Analysts•Maintained internal QA website for PHP code and SQL changes and adjustments

Waterloo, Ontario

•Green Belt Six Sigma certification•Project lead on various core improvement projects in RIM•Project Coordinator/Data Analysis with other improvement projects•Trained associates on improved troubleshooting methodology•Provided solutions to complex BlackBerry and BlackBerry Enterprise Server (3.6 to 12.1) issues for Microsoft Exchange•Provided Premiere Support to RIM's top Fortune 500 companies for the full BlackBerry Wireless Solution while specializing with the BlackBerry Enterprise Server•Worked with large BlackBerry Enterprise environments, planning and developing infrastructure for the world's largest companies with a BlackBerry user base •Provided 24/7 support •Assisted with upgrades and migrations of current software and hardware•Assisted with planning, deployment of devices and OTA deployment solutions•Mentored new Analysts to the role•Provided technical sessions with server associates•Mentored second level Associates within their roles•Worked with the team designing and creating the BlackBerry Certification exams (Supporting exam, Administration exam)

Waterloo, Ontario

• Supervised new hires through phone shadowing • Worked well individually and as a team, actively resolving Exchange and BlackBerry related issues.• Selected as a Subject Matter Expert within a team environment designing BlackBerry Certification exams for Supporting BlackBerry Enterprise Server for Exchange• Selected as a Subject Matter Expert within a team environment designing BlackBerry Certification exams for Administering BlackBerry Enterprise Server for Exchange• Tested various BlackBerry Enterprise Server issues through technical support• Worked as part of the coaching team for Intensive Coaching Unit assisting new members into the server role.

Waterloo, On

• Resolved BlackBerry Desktop and Handheld Support issues• Mentored other new Associates to the role

South Eastern Ontario

• Owner/Operator part time and full time business instructing Martial Arts and self-defense to children and adults at various schools & facilities throughout South Eastern Ontario.• Organized and hosted many tournaments and martial art camps.

Ottawa, Canada Area

• Provided 1st Level Help Desk Support at Convergys in the Rogers in bound call centre for Internet configuration with Rogers Hi Speed Internet, this includes various operating systems (Win95, Win98, Win ME, Win2000pro, Win Xp, Mac os)• Configuration of email, Internet Explorer, Outlook Express, and modem diagnostics within the Roger’s Network

Ottawa, Ontario

• Implemented new software into network infrastructure• Designed, developed, and implemented test plan for testing load balancers (CS11150, Black Diamond, Big IP F5) • Developed a tracking system for determining daily metrics of outgoing software packages using Visual FoxPro6 and ASP for determining daily metrics of outgoing software packages. Sales relied on these reports prior to the development team implementing their software.• Developed availability and utilization stats for network infrastructure. Closely monitored all parts of the network infrastructure for downtime. • Worked in QA, testing Internet related software Tested software across many OS such as Win95, Win98, Win ME, Win2000pro and WinNT workstation. • Performed functional and Internet load and scalability testing of view using the Segue Silk Performer (a load testing tool). • Designed, developed, and implemented test plans for manual testing for the Internet software.

Belleville, Ontario

• Designed, programmed and implemented of systems for manufacturing industry clients. These systems included: work order, purchase order, inventory, shipping, receiving, bar coding, data collection and order entry systems using Visual Foxpro.• Delivered software within time and budget constraints.• Assisted in development of software in Access. • Completed software analysis using Visual Basic 6.• Assisted in website creation using html• Collection of data from customer’s sites for system and end-to-end testing

Information Technologist, Information Systems

Electronic Engineering Technician