Robert Day Email & Phone Number

Palo Alto, Ca, Us

• Multiple dotted line SME’s reporting allocated to project as needed.• Establishing process for onboarding new contacts to project and completing process.• Designing, developing, and supporting on-line sales and service catalogues. • Designing and tuning business processes, documenting and publishing documentation.• Application and Operations team process discovery and documentation of those processes.• Providing support to Global Sales Teams and resellers for HP DSP platform.• Day to Day Operations support to HP DSP product.• Site Security Reviews – Ensuring compliance is met for GDRP, FISMA, NIST Standards.• Conducting TPRA for upcoming sites in Canada, Latin America, Italy, and Japan.• Establishing Identity Access Management controls and review for global commerce platform.• During new site stand-up process, found and reported major security flaw in platform.

• Led network design and implementation projects, enhancing connectivity and efficiency.• Managed website design and implementation, ensuring user-friendly interfaces.• Provided technical support for IoT devices, improving functionality and user experience.• Conducted computer repairs and information security consulting for clients.

Saint Louis, Mo, Us

► Manage direct reports, including hiring, training & performance management. Oversee SLAs/metrics for Service Desk/direct reports► Provide Tier 3 Support for specific products/serve as JAMF Administrator► Oversee maintenance/support of infrastructure services► Manage strategic/quality initiatives to ensure business standards/service levels are met► Oversee technology/related business systems (CRM workflows, workforce management, quality management systems, etc.) to ensure they are implemented/configured/integrated flawlessly.► Provide seamless operational execution to build 24/7 technology center of excellence, prioritizing resources, scheduling work, monitoring progress & supporting change management/process improvement► Evaluate/recommend new technologies/determine applicability/train employees in their use► Perform complex end user support (troubleshooting computing/connectivity issues, analysis, research, de-bugging, problem-solving)► Evaluate/handle issues until resolved/escalated. Review documentation/prepare reports► Develop work plans/project schedules, identify personnel/computing equipment requirements► Use requirement assessment/analysis abilities, project management methodology and ITIL► Lead endpoint management, active directory endpoint management, Microsoft Windows Operating System endpoint management► Build/test/validate/deploy applications & required patches► Manage relationships with vendors to understand timelines/impacts of new platforms► Coordinate testing of Windows-based operating systems► Manage workflows/processes to optimize efficiency/maintain security standards/service quality► Maintain awareness of latest vendor product solutions► Provide telephone support, problem resolution and excellent customer service► Provide management oversight for records processing, operations/IT systems maintenance, legacy systems, equipment and records► Employ excellent communication, problem solving, analytical & team-building skills

Saint Louis, Mo, Us

► Provided guidance and direction regarding existing and emerging technologies in a complex computing environment.► Properly maintained Information Technology equipment and resources.► Coordinated the design, configuration, troubleshooting, operation, modification, and repair of hardware and software.► Performed problem resolution for operating systems, applications, hardware and networking.► Evaluated and monitored IT equipment and resources, solved problems, wrote and modified code.► Trained end users and participated in staff development initiatives.► Supported project coordination, scheduling, and general management.► Provided consultation and excellent customer service to internal customers as to the design, development, and implementation of technology equipment and resources.► Provided technology engineering expertise to outside professional vendors.► Supervised and managed employees in the implementation of technology solutions and systems.► Managed projects with external vendors.► Provided programming of technology equipment.► Recommended the bidding process and purchase of communication and electronic equipment or related accessories.► Possessed and shared specific and universal knowledge in technical areas and also shared knowledge of equipment purchasing for large expenditures and complex projects.► Provided broad and specific technical guidance and direction to co-workers/end users to solve complex level technical problems.► Performed other related duties as required.

Saint Louis, Mo, Us

► Set up workstations with computers/peripheral devices, such as routers and printers► Checked computer hardware (HDD, keyboards etc.) to ensure functionality► Installed/configured appropriate software and functions according to specifications ► Developed/maintained local networks to optimize performance► Ensured security/privacy of networks and computer systems► Provided orientation/guidance to users on how to operate new software/computer equipment► Organized/scheduled upgrades/maintenance without disrupting others' work► Performed troubleshooting to diagnose/resolve problems (repair or replace parts, debugging etc.)► Maintained records/logs of repairs/fixes and maintenance schedule► Identified computer or network equipment shortages and placed orders► Performed assigned responsibilities + portions of projects; ensured tasks were completed within established guidelines► Analyzed, programmed, tested, and implemented software systems► Supported installing/maintaining communication equipment and services► Implemented protection methods and assignment of users’ security accesses to defend/protect digital information and assets► Supported installing/configuring database software in an enterprise environment► Installed/maintained IT hardware and software► Installed/maintained network equipment and services, servers and associated storage devices► Attended training or received on-the-job-training as required to complete tasks► Coordinated business requirements for projects involving information technology systems maintenance, integration/enhancements, and new application projects► Assisted with the delivery of quality information technology and services► Create and administer quality and productivity standards and metrics► Tested software to ensure quality, efficiency, and compliance with design intent, documented testing issues, reviewed testing artifacts and supported documenting testing methodologies and project coordination

St. Louis, Mo, Us

► Diagnosed issues and repaired microcomputer equipment. ► Trained and supervised part-time and student staff assistants; assisted in training academic and microcomputer consultants.► Configured/tested microcomputer equipment purchased by the University; assisted with design and implementation of local area networks within university departments; installed software according to University standards.► Arranged for testing/installation of ordered equipment; prepared training materials and documentation.► Maintained proficiency to serve the changing technical requirements of the University's microcomputer needs; participated in special projects and performed other duties as assigned► Provided timely reports of activities/developments in assigned areas.► Supported internal customers with computer/software problems.► Ensured systems operated without error. Deployed equipment, peripherals and software for employee use.► Developed system manuals and provided end user training for hardware, software and peripherals.► Analyzed end user needs; aligned solutions to requirements. ► Installed/operated/monitored microcomputer software and hardware systems using extensive skills in supporting database programs, Microsoft Windows 7, 10 & Virtual Desktop operating systems.► Supported students/staff by ensuring access to individual learning opportunities through current instructional technologies, including software, hardware, server and online technologies. ► Provided input/feedback to create, implement and refine policies/procedures.► Employed excellent interpersonal/customer service skills, including listening actively, to understand the nature of the problem. ► Practiced superior written/verbal communication skills to understand problems and to provide technical information in a nontechnical format. ► Used strong problem-solving skills to analyze/translate what non-technical customers needed and to determine a suitable solution.

► Worked with Leap Wireless through Convergys. Leap is the parent company of Cricket, a leading provider of wireless services. Cricket signed a managed services agreement with Convergys to implement/manage its BSS/OSS billing system based on Convergys’ Active Mediation and Rating and Billing Manager product offerings.► Provided customer escalation support and trained and coached sales representatives.► Sold enterprise-level wireless and consumer wireless products.► Assisted with team management.► Provided excellent customer service.

Hillsboro, Missouri, Us

► Performed lab maintenance and completed technical tasks as assigned by the full-time staff.► Accomplished summer projects to prepare the Computer Lab for the fall semester.► Monitored the Computer Lab to prevent theft and ensure effective cyber-security.

Bachelor Of Science - Bs, Computer Information Systems: Security/Information Assurance

Associate Of Arts And Sciences (Aas), Computer Installation And Repair Technology/Technician

Associate Of Arts And Sciences - Aas, Web Page, Digital/Multimedia And Information Resources Design