Robert (Bob) Czukkermann Email & Phone Number

The Environment Engineer (EE) is responsible for assuring successful remote access and connectivity of new clients. Client engagement and responsibility continues until all remote access project line items are completed and all support teams are able to perform their activities.The EE is responsible for working with clients and many internal teams to develop, manage and drive the successful on-time completion of each remote access project plan. Further, the EE will need to identify project risk areas before they impact a project plan, identify a range of solutions and execute decisions.The EE needs to clearly articulate and communicate in writing and verbally with clients and all internal teams involved with a remote access project. The EE is also expected to contribute to client onboarding improvements and innovations.Essential Duties & Responsibilities· Responsible for successful, on-time completion of client remote access projects· Partners with other internal teams to execute client remote tasks to assure successful, on-time completion of all deliverables· Ensures remote access tasks are performed in accordance with ISO processes· Maintain up-to-date project information in Salesforce.com and other systems · Drive and monitor progress for all client remote access tasks and identify risk areas, needed escalations, solutions and drive resolution to all challenges and issues· Manage client communications and escalations during the remote process· Assist with client tool installations and recommend solutions to technical issues· Assure excellent client satisfaction with the entire remote process· Identify and propose onboarding innovations and improvement opportunities

The Implementation Manager works directly with Rimini Street's Clients as they transitionto from existing remote access methods to Bomgar. • Manage technical migration to Bomgar for existing Rimini Street Clients. • Single point of accountability for all assigned client related tasks and issues. • Discuss Bomgar migration with clients, ensuring that they are comfortable with the Process. • Discuss client's current and future technology landscapes and planned activities. • Skillfully addresses client questions or concerns, including difficult or pointed questions as needed. • Build relationships with Client Technical and Business contacts and maintains these throughout the migration process. • Provides recommendations regarding the Bomgar migration process. • Track and Record evidence for ISO 9001 compliance. • Report status on the progress of their Bomgar migration activities. • Ensure timely status updates to the Bomgar migration project team.

Manager, IT Infrastructure Services (2006 – 2018)Hands-on leader (SME) leader responsible for a Data Center Environment consisting of 600+ servers (physical, virtual, and cloud) distributed among 6 sites, globally.• Establish/maintain relationships with internal and external business partners to provide continuity of service.• Key decision maker on budgetary expenditures (staffing, purchasing, contracts).• Mentor and support team, making recommendations to upper management to support continuous improvement of support processes.• Built and maintained business and vendor relationships, providing annual system uptime 99.999%.• Represented team in weekly Change Control meetings to ensure all changes followed documented guidelines.• Monitor and track service tickets ensuring SLAs were met.• Worked with internal/external auditors to gather and review data for semi-annual SOX and PCI audits; and vendors during annual penetration testing.• Develop and maintain documentation relating to SOWs, SOPs, and internal KB articles.• Managed Infrastructure projects and timelines, working with business partners to reduce or remove negative business impact on key initiatives.• Support and maintenance of VMWare Infrastructure.• Support, maintenance, and administration of internal Exchange environment.• Provisioning, support, and maintenance of Windows Servers - including monthly patching, vulnerability resolution, and OS upgrades.• Manage and maintain Windows Active Directory and associated core services: Creation and management of GPOs, file share services (DFS, WAFs), DHCP, DNS• Managed/provisioned attached Enterprise Storage residing on EMC Isilon and ExtremIO.• Provide support during issue escalation to Networking/Telecom, Desktop, and Customer Support teams.• Implementation, maintenance, and support of Global Infrastructure Services that included MS Sharepoint, Citrix Presentation Server, and RSA authentication.

Developed business relationships to promote collaboration among IT teams. Acted as lead on many high profile projects, including domain / company integrations, systems upgrades, and technology refreshes. Designed and implemented strategy to provide hardware-based, versus software based, remote system management, removing dependencies on system resources.Held role of Team Lead for major Infrastructure Projects ensuring all critical deadlines were met:• Network Infrastructure upgrade, ensuring cross-team communication and task coordination that led to successful project completion.• Design and implementation of Microsoft Exchange version upgrades.• Upgrade of Windows domains, decreasing security risks and adding necessary functionality to domain operations.• Coordinated, planned, and participated in EOL Data Center Server upgrades to ensure timelines coincided with business needs, mitigating any service outages.