Robert C. Email and Phone Number
Mobile, AL, US
Robert C.'s Location
Mobile, Alabama, United States, United States
Robert C.'s Contact Details
Robert C. work email
- Valid
- Valid
- Valid
- Valid
Robert C. personal email
n/a
About Robert C.
Driven, analytical professional with experience in IT service delivery, project management, and operations management. Have a track record of success in developing IT service training programs for 1K+ remote employees and reducing average handling time by up to 27% while generating $1M savings to the bottom line. Equipped with excellent leadership skills to mentor and manage a large and complex service desk team. Possess effective time management skills to multi-task, manage multiple priorities at once, and resolve conflict in a fast-paced environment. Adept at leveraging strong business acumen to provide high-level strategic consulting to customers.
Robert C.'s Current Company Details
Ember Managed Security And It
View
Senior Solutions Consultant
Mobile, AL, US
- Website:
- emberit.com
- Employees:
- 23
Robert C. Work Experience Details
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Senior Solutions ConsultantEmber Managed Security And ItMobile, Al, Us
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It Consultant IiEmber Managed Security And It May 2024 - PresentMobile, Alabama, United States• Collaborate with clients to understand their business objectives and technology requirements and translate them into comprehensive IT solutions. • Develop and implement IT strategies, system architectures, and plans to meet client needs, including identifying areas for improvement and optimization. • Manage professional services projects and engagements. • Creating and maintaining detailed documentation, including technical specifications, user guides, and training materials. • Coordinate and conduct IT assessments and other discovery engagements. • Provide technical account management to clients and engineering assistance to the sales team. • Facilitate communication and collaboration between cross-functional teams and stakeholders, both internal and external. • Stay up to date with industry trends, emerging technologies, and best practices in IT consulting. • Present to and speak with executives confidently and effectively. • Frequently travel to conferences, training, and client engagements.
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Manager, Service DeskEmber Managed Security And It Jul 2022 - May 2024Mobile, Alabama, United States• Manage and lead a team of IT professionals to sustain 365x24x7 client support operations• Work closely with executive stakeholders, internal and external, to schedule tasks, assign resources, resolve issues, and maintain full visibility of all issues and projects• Collaborate and coordinate with management of all client-facing teams• Ensure EMBER’s round-the-clock, client system monitoring capabilities• Ensure EMBER’s round-the-clock ability to identify, respond, and resolve client issues• Manage support schedules to ensure staffing and coverage tiers are maintained throughout operational and on-call hours, including after-hours, holidays, and weekends• Manage, maintain, and comply with Service Level Agreements and Objectives (SLAs & SLOs)• Develop, document, & deploy policies/procedures to support business & technical objectives• Measure and manage team performance to achieve consistently high-levels of service• Develop, coach, mentor, and motivate team members• Interview and evaluate prospective team members• Hire and train new team members to support sales demands and growth objectives• Lead continual service and process improvement through regular analysis of metrics. • Manage and refine IT metrics and KPIs, develop reports, analyze performance data• Develop strategies to reduce downtime and decrease maintenance costs across the organization• Identify, mitigate, and de-risk issues that may impact team performance and objectives
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Operations ManagerUniversity Of South Alabama 2018 - PresentMobile, Alabama Area• Developed and implemented a quality auditing system to enable supervisors to provide feedback to polling agents; facilitated call review to ensure compliance with policy and procedure; improved the rate of survey response by 8%• Led the creation of supervisor/employee handbook; collated and documented existing policy in close collaboration with the senior management; enabled individuals to gain knowledge of polling group policy and procedure independently; reduced supervisor escalation by 16% and correction meetings by 10%• Directed supervisor development program; trained supervisors on conducting quality audits, call listening, and coaching polling agents; achieved 100% supervisor retention rate in the 1st year of the program and boosted the efficiency of polling projects completion by 2 weeks -
Help Desk ManagerWulf Consulting Nov 2021 - Jun 2022• Supervise a team of 8 service engineers; communicate performance expectations and monitor progress; review and approve timesheets; develop the team through effective coaching, mentoring, and performance reviews; enabled the team to consistently outperform the monthly SLA goal of 90% for service delivery team and 97% for deployment team• Work with senior management in planning, developing, and bringing performance goals to fruition; identify outliers in the set KPI and develop strategies for improvement; optimized service delivery, resulting in 95% of ~1000 incoming tickets per month being acknowledged within 15 minutes• Oversee requests, incidents, and problems; coordinate service engineers to build and deploy workstations; provide support in determining the root cause and resolving technical issues; ensured customer satisfaction• Collaborate with the management to develop and implement staffing and operational plans; identify staffing requirements and facilitate candidate interviews, selection, hiring, and new employee onboarding to meet operational goals -
Help Desk CoordinatorWulf Consulting May 2021 - Nov 2021Mobile, Alabama, United States• Managed a help desk team of 12 members; set clear goals and tracked performance progress; provided coaching and mentoring to foster professional growth and development; enabled the team to close 75% of the 200 submitted tickets per week, surpassing the SLA goals• Headed the development and implementation of the company’s 1st comprehensive onboarding and training program for new hires; utilized the Tell/Show/Do philosophy to build the training material, standardizing the onboarding process; reduced onboarding timelines of new employees to 1 week• Acted as an escalation point for Service Desk Technicians; determined root cause of technical issues and communicated appropriately to customers; turned around situations that could potentially cause considerable tension in the relationship between Wulf Consulting and the client
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Service Desk TechnicianWulf Consulting Jun 2020 - May 2021Mobile, Alabama• Managed end-user generated and automated alert tickets; worked closely with the end-user to understand the problem; conducted research to identify the root cause and formulate an optimal solution with a focus on timely first call resolution; resolved up to 150 tickets per week• Developed and implemented ticket processes from scratch; outlined scope and identified process needs; created and maintained internal ticket process documentation based on best practices; ensured proper ticket dispositioning/triage
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Training/Mentor SupervisorSupport.Com Oct 2016 - Jan 2019Mobile, Alabama Area• Interviewed, trained, and supervised a multidisciplinary training team of 65 members; conducted weekly observations and provided coaching and mentoring for continuous improvement; ensured compliance with expected training best practices; enabled the training team to achieve a 94%+ graduation rate• Managed the team’s timekeeping, payroll, and paid time off requests; reviewed and verified timecards using ADP to ensure the accuracy of clock in and clock outs• Coordinated with the business development team to gain an understanding of new client business needs; identified opportunities for continuous improvement; developed effective strategies to enhance training support in the organization -
Technical TrainerSupport.Com Sep 2013 - Oct 2016• Managed the instructional design process on multiple projects in close collaboration with the design team; identified client needs through meetings with the business development team; designed training courses and monitored progress to ensure alignment of content with business requirements; resulted in timely delivery of project goals• Trained over 500 newly hired employees in non-technical and technical focused roles; designed and published training content used to train learners for new clients; facilitated employee coaching and mentoring to ensure skill calibration• Performed human resources tasks; administered interviews, selection, and onboarding of new team members; facilitated timesheet management for multiple training classes with up to 120 trainees; managed termination of trainees who failed to perform satisfactorily• Built support materials for over 1,000 service agents; designed and published reference documentation on the internal organization Wiki site, including company policy, procedures, and quality assurance materials; enhanced the delivery of service levels• Traveled to the Philippines to support the successful launch of the new Quality Auditing department; leveraged management experience to lead call center strategies, process improvement, and technical training of approximately 40 outsourced agents
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Six Sigma Team MemberSupport.Com Sep 2012 - Sep 2013• Led 3 corporate-wide process improvement projects; determined project goals and success metrics; evaluated current processes, measures, and client feedback to determine improvement opportunities; optimized technical support workflow, decreasing average handle time (AHT) by 27%; calculated to save approximately $1M per year• Drove employee adoption of new processes and procedures; communicated the changes and obtained employee feedback to determine the effectiveness; facilitated meetings with the agent and provided coaching and mentorship to reinforce positive compliance
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Personal Technology ExpertSupport.Com Sep 2009 - Sep 2012• Performed troubleshooting of customer computers, peripheral devices, and home networks.• Trained and mentored newly hired technicians.• Participated in the development of training program for our wireless networking process flow.• Contributed to multiple organization wide projects.• Assisted supervisors' in review of tickets to enhance performance of technicians.• Engaged in the advancement of Support.com Internal Wiki by writing articles to expand documentation.
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Information Technology TechnicianKimley-Horn And Associates, Inc. Apr 2003 - Jan 2007West Palm Beach, Florida Area• Provided support for software such as Microsoft Office, Microsoft Outlook, AutoCAD, Microstation, FDOT, Adobe Photoshop Suite, Adobe Premier, Adobe Writer, Windows XP, Windows 2003• Responsible for support of 900 users statewide• Maintained Active Directory and Microsoft Exchange accounts• Revised Active Directory user account creation procedures to ensure best practices• Created and maintained library of images to allow for rapid creation and deployment of hardware to new employees -
Computer TechnicianPc Systems - West Palm Beach 2001 - 2003• Diagnosed and repaired computer hardware and software as well as peripheral devices• Assembled computers and performed hardware upgrades• Installed operating systems and customize software• Provided technical support to clientele via telephone assistance and onsite service
Robert C. Skills
Technical Support
Active Directory
Windows Xp
Windows Server
Information Technology
Windows
Customer Service
Microsoft Exchange
Operating Systems
Computer Hardware
Networking
Microsoft Office
Outlook
Windows 7
Troubleshooting
Instructional Design
Photoshop
Autocad
Html
Project Management
Sql
Quality Assurance
Quality Improvement
Process Quality Improvement
Windows 8
Windows 10
Windows Vista
Windows 8.1
Windows Services
Microsoft Windows 98
Windows Sharepoint Services
Contact Center
Contact Centers
Call Center
Bpo
Robert C. Education Details
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Business Administration And Management, General
Frequently Asked Questions about Robert C.
What company does Robert C. work for?
Robert C. works for Ember Managed Security And It
What is Robert C.'s role at the current company?
Robert C.'s current role is Senior Solutions Consultant.
What is Robert C.'s email address?
Robert C.'s email address is rc****@****ing.com
What schools did Robert C. attend?
Robert C. attended Palm Beach State College.
What skills is Robert C. known for?
Robert C. has skills like Technical Support, Active Directory, Windows Xp, Windows Server, Information Technology, Windows, Customer Service, Microsoft Exchange, Operating Systems, Computer Hardware, Networking, Microsoft Office.
Who are Robert C.'s colleagues?
Robert C.'s colleagues are Elizabeth Skoufalos, Cameron Laudenslager, Lloyd Severence, Amy Klocinski, Erica Perkins, Miriya Vergot, Adrian Terrero.
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Robert Gross
Salt Lake City Metropolitan Area2robertcgross.com, medonegroup.com3 +180157XXXXX
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