Robert Copple Email & Phone Number

For the past 8 years I have been in the Federal SDM organization support that has lead me to multiple duty stations to include Iraq, Kuwait, Dubai and Round Rock Based. Along the standard day to day responsibilities of a SDM, managing customer SEV1 and SEV2 escalation, reporting and data analysis I spend 3yrs onsite in Iraq. Acting project manager for new site surveys and hard relocations.Managed real time hardware escalations, carriers (DHL, FedEx, and UPS) escalations and multivendor solutions for MNF-I. Helped facilitate new PnP for onsite spare parts lockers/solutions program. Participated on a military committee, advising local Iraqis with the rebuilding of their communications infrastructure. Was the single continuity point between changing commands.; After Hours TAM Team lead, 2003-2005 Responsible for: Creating policies and procedures for the new afterhours TAM team.Training of new team members.Handling all escalations for 2nd and 3rd shift.Lead all CRITSITs after hours. Dell Enterprise Support Gold Support L2, 2000-2003 Responsible for: Mentoring new team members.Handled all Gold technical escalations for 2nd shift.Went on site to resolve customer issuesHelped form a small group of "Sky Tech" support. High point was flying to Kuwait 3 weeks before the invasion of Iraq to resolve server room issues for 4th ID.Dell Enterprise Support Support L2 for all Enterprise Products; Responsible for assisting Technicians with hardware issues and handling escalated calls as needed.

Responsible for: handling customers with their enterprise issues, from tape backups, to storage issues on all Dell enterprise hardware.

Education record

B.S, Manufacturing Technology