Robert Goodman Email & Phone Number

Dublin, Ohio

Dublin, Oh

• Provided technical support to auto dealership staff regarding AutoSweet products that create auto and RV advertising via several social media platforms.• Oversaw the majority of new client enrollments, using SQL and ACE web software as part of the process.• Performed budget changes to dealership markets using SQL queries.• Performed post-collection SQL database research of dealership customer data to resolve specific client needs, also using ACE software.• Contacted inventory providers by phone and email to resolve client data feed issues.• Logged all troubleshooting and client communications, as well as performed escalations to Customer Success, Agency and Development teams using Salesforce.

Hilliard, Oh

• Provided client technical support and data analysis to auto dealership staff as well as program clients regarding various dealer-participating programs.• Project lead for Autopoint (formerly Digital Mail Express), one of CDK's longest standing and most challenging clients. Worked with client contacts daily to research and resolve dealership data-related questions. Worked with a dealership base of 500+ locations by phone, email and when necessary remote screen-sharing to pinpoint and resolve any problems in data latency or correctness.• Oversaw daily client data extraction for various dealer platforms and performed data standardization as necessary.• Performed post-collection database research of archived dealership customer data to resolve specific client needs, primarily using MySQL Workbench 6.2.• Installed CDK-specific software for dealerships remotely to meet constantly changing data extraction needs.• Provided training and mentoring to team members and peers regarding ever-changing key processes and program specifics. This was performed on location as well as via chat, email, phone and video conferencing to our international satellite offices.• Authored and maintained documentation and help guides to aid peers in better troubleshooting using Atlassian Confluence 6.1.• Logged all troubleshooting and client communications, as well as performed escalations to higher troubleshooting and development tiers using a combination of Procomm Plus 4.8, InfoIQ Administrator, MantisBT 1.2, and Atlassian JIRA Project Management Software 6.3.

Columbus, Oh

• Answered and logged IT-related support calls for 600+ Abercrombie & Fitch, Hollister and Ruehl stores nationwide. • Performed over-the-phone troubleshooting for Hewlett Packard printers, IBM cash register systems and printers, and coordinated on-site service calls.

Mishawaka, In

• Collaborated with a 5 member first tier IT team to handle all IT-related support calls for 200+ Burger King, Chili’s and Papa Vinos restaurants. • Retrieved and processed daily restaurant sales data for sales and accounting processing. • Maintained and supported MS Excel spreadsheets and store-specific programs that utilized them. • Performed in-house repair of Micros and Fasfax register equipment. • Installed and provided third party support for DSL and dial-up Internet accounts.• Authored programming and pricing instructions for Panasonic model 7000 and 7500 registers. • Tested and logged all hardware equipment and prepared for repair or replacement. • Responded to after-hours emergency calls on a rotating monthly schedule.

South Bend, In

• Resolved dial-up Internet connectivity and setup problems in a call center of 50+ employees. • Addressed customer billing issues and concerns and recorded into a customer database. • Provided troubleshooting for software conflicts, setup problems, beginner level home PC questions, and small business concerns.

South Bend, In

• Provided students with class-specific Math and Reading tutorial software help in and out of class. Also assisted professors and students during classroom lab sessions. • Assisted Math and Computer Science Department professors as a student aide in teaching "Intro to Computers" course, and helped students one-on-one to learn Windows 98 and Microsoft Office 97 basics in Word, Excel, and PowerPoint.

South Bend, In

• Supported multi-line phone system for approximately 6,000 students and over 200 staff members. • Maintained responsibility for upkeep of student computer labs, printers and computers and kept detailed logs of all supplies used.• Answered questions about Unix email accounts and MS Office software (Word, Excel, PowerPoint). • Performed immediate onsite support for classroom computer malfunctions.