Robert Fouts Email & Phone Number

Holly Springs, NC, US

Little Rock, AR, US

• Managed multiple customers, ensuring understanding of service interruptions and repairs.
• Worked with LEC on the customer's behalf to take care of the customer.
• Answered questions for the customer. Consulted with peers and other groups to obtain answers for customers.

Boston, MA, US

• NOC Technician 04/19 – 05/20 American Tower CorporationCary, NC. USAProficient NOC technician providing access and generator support to technicians to do their work, efficiently overseeing complex network components.
• Configured generators and replacement parts
• Recommended repairs and part replacements
• Worked with on-site leads (OSLs) to get repairs completed
• Worked with on-site technicians to perform maintenance on the generators

Basking Ridge, NJ, US

• Major Incident Manager – Target Network 07/17 – 06/18Carry, NCProductive major incident manager effectively leveraged technology to issue all communications and provide key stakeholder management. Goal-oriented.
• Lead, drove, facilitated and chaired all investigation activities, meetings, and conference calls to review troubleshooting efforts are completed correctly resulting in saving time, money and enhanced customer.
• Perfected and delivered clarifications ensuring that the customer understood the extensive effort the organization was investing to resolve the issue, including explaining technical terms in simple detail
• Made sure that the troubleshooting process was thorough and clear to all parties and easily understood by visualizing the timelines for customers on specific major incidents aiming at constructive discussions and.
• Consistently generated RCA’s (Root Cause Analysis) / RFO (Reason ForOutage) reports for management and the customer

Basking Ridge, NJ, US

• Customer Success Team Carry, NC 10/14 – 06/17Zestful professional capable of working in a dynamic environment and under pressure managing 61 customer accounts. Fostered mutually beneficial relationship, retained the.
• Handled all types of questions from the customer and the sales team ranging from billing production, technical, ordering and providing RCA’s/RFO’s (Root Cause Analysis / Reason For Outage)
• Presented QBR’s to the customer and gathered the data from all the systems the company uses
• Submitted tickets for refunds for the customer

Basking Ridge, NJ, US

• Sales Advocate on Demand (SAOD) 10/15 – 10/16Cary, NCSuccessfully managed the pooled environment of over 700 CSM-3 customers showing resilience, communication skills and self-motivation. Built rapport with potential.
• Handled requests from customers and sales teams in a timely manner
• Distributed tickets to peers.
• Delivered exceptional customer service before, during and after the sale to create long term customer relationships

Basking Ridge, NJ, US

• Incident Manager 07/09 – 10/15Cary, NCDetailed and adept incident manager utilizing excellent communication skills and team work to handle customer issues identifying gaps, trends and inaccuracies, and turning that.
• Monitored handling of customer tickets to ensure resolution in a timely manner, which resulted in increased customer satisfaction
• Ensured that tests, dispatches and maintenance windows were met
• Made a plan of action from identifying the problem to designing a solution that will resolve itProject Engineer 09/07 – 07/09Cary, NCAnalytical project engineer focusing on process improvement, effectively managed all.
• Dealt directly with the Warner Brothers, Warner Music Group, Bebe Stores, Schawk Advertising, Daimler and Chrysler and Dana Limited Accounts for the complex managed services group
• Recognized by customers for outstanding professionalism and going above and beyond

Basking Ridge, NJ, US

• Network Engineer 12/04 – 09/07Fremont, CA Worked on the Washington Mutual Account ensuring the integrity of high availability network infrastructure and providing maximum performance for users.
• Managed both CISCO and juniper devices.
• Managed both LAN and WAN technologies for Washington Mutual.
• Tested circuit, configured ports and VLANS for Washington Mutual.
• Achieved a 99.96% uptime for three years running.
• Helped achieve an MTTR of less than 110 Minutes for all incidents