Robert Hickey Email & Phone Number

Modesto, Ca, Us

Remote

• Managing a portfolio of complex initiatives that span across multiple lines of business for enterprise projects• Full project life cycle ownership: Successful project delivery and full implementation starting at initiation to deployment for multiple major and minor initiatives simultaneously•Providing status reports, regarding project milestones, deliverables, dependencies, risks, and issues, and communicating to leadership and stakeholders• Participates in establishing best practices, templates, policies, tools, and partnerships to expand and mature the capabilities for our PMO organization• Plans, organizes, coordinates, and leads the project team to meet time, cost, and quality targets.• Identify, assess, and manage risks to the success of the project• Provide weekly, monthly, and quarterly reports for management, detailing the progress and risks related to the projects• Experience managing projects using different frameworks including: Agile, Scrum, Waterfall, and Kanban.• Documenting detailed agendas, meeting minutes, and action items from project status meetings.• Frequent and direct contact with senior level managers, directors and executives to provide technical expertise and project status• Managing the overall delivery relationship with clients• Providing a business/technical analysis, and translating between non-technical business users and technical IT resources• Building strong intrapersonal relationships with peers, leaders, and stakeholders and is viewed as a trusted partner who understands and advocates their desired outcomes and objectives.• Creating detailed project artifacts (documentation) including: Project Charter, Vision/Scope Statements, Risk Register, , Issues Log, Communication Plan, RACI, Project Reports, meeting agendas, meeting minutes, , decision matrixes, etc.• Removing roadblocks for the team• Taking responsibility for creating and maintaining a team environment that supports desired collaborative behaviors.

Modesto, California, United States

• Manage the team’s performance targets, cost, quality of service, SLA's, and end user satisfaction levels; as well as, strategic planning, design, development, documenting, implementation, and management of activities associated to service delivery processes.• Accountable for budget execution, while managing end user computing services delivery, and holding meetings with stakeholders to showcase growth. • Training. coaching, and producing detailed documentation to ensure systems, methodologies and procedures are followed. • Documenting use cases and user stories and updating knowledge articles for L1/2/3 to ensure solutions and resolutions are up to date.• Drive internal and client meetings covering delivery performance, service improvements, quality, and processes, including Incident, Problem and Change Management.• Leads the planning process, prioritizing the work that needs to be done against the capacity and capability of the team and handling Major Incident Management, Post Mortem, and Lesson Learned.• Forecasting, change orders, scope changes, knowledge articles, and creating PO's.• SDM for multiple RUN teams including: Desktop Services, Server, Backup, Citrix, End Point Management, Service Desk, Middleware, Data Center, Imaging, Data Security, Wireless, Mobility, MDM, and Messaging.

Modesto, California Area

• Project Management • Offshore and onshore team management• Train, coach, and mentoring End User Support Specialists (Level 1 / 2/ 3). Build/obtain training material for support staff, schedule employees working times and areas, creating agent goals including communicating expectations and performance evaluations.• Vendor Management• Measure, monitor, and maintain team’s ability to meet or exceed contact and resolution Service Level Agreements (SLA).• Develop and maintain policies, procedures, and processes.• Leading weekly meetings with our helpdesk management team to go over case rejections, tickets, escalations, and change/update/create new scripts including making new policies and procedures to help them resolve more cases on the first call. • Creating/maintaining/updating/ and training on Knowledge articles for L1/L2/L3 support groups. • Holding Problem Management and Collaboration meetings with different departments and updating/creating/closing the gaps on Problem cases. • Identified shift left opportunities and created processes to automate manual workloads and then wrote detailed scripts on the changes and led the training and implementation of the new process. • Billing (Keeping track of T&M, Projects, Out of scope work) including budgeting, forecasting, and asset management.• Assessing and reviewing project risks and issues, and providing solutions where applicable.• Plan, organize, schedule, and supervise the day-to-day technical support activities, including troubleshooting, customer service issues, approvals, and installations.• Leading, organizing, attending, and participating in high level meetings including Problem Management.• Direct report for offshore resources.• Troubleshooting high priority problems of a technical and administrative nature to ensure smooth operations.• Providing administrative and technical support as needed for escalations. • Improve asset management system and policies.• Identify areas of improvement

Modesto, California Area

•Coordinate meetings and manage detailed project plans to support software/hardware changes for the Windows 7 to Windows 10 migration. •Managing and training temporary resources on process and expectations, managing hours, job duties and responsibilities and placing our resources in positions to complement their strengths. •Act as a liaison between end users and IT staff.•Handle administration functions and provide analysis and documentation of certain project aspects.•Maintaining, monitoring and tracking project plans, project schedules, resource work hours, status reports, budgets and expenditures•Organizing, attending, and participating in high level meetings.•Documenting and following up on important actions and decisions from meetings•Troubleshooting problems of a technical and administrative nature to ensure smooth operations.•Providing administrative and technical support as needed•Assessing and reviewing project risks and issues, and providing solutions where applicable•Providing analytical and technical guidance to the project team •Recommending and taking action to direct the analysis and solutions of problems •Performing other duties as assigned•Escalation point for onsite desktop computer analysts when solutions cannot be identified. •Identified shift left opportunities and created processes to automate manual workloads and then wrote detailed scripts on the changes and held trainings and implemented the change.

Modesto, California Area

• Maintaining internal relationships with our contracted partners.• Mobile Iron(MDM) setup and configuration.• DEP setup and troubleshooting of IOS and Android devices.• Training, creating/changing/updating Documentation for L1/L2/L3 resources.• Creating and upholding documented standards for day to day wireless operations. • Creating weekly towers for Wireless and Mobility-Ops queues and giving an overview of all accomplishments, issues, decisions that have been made along with changes and creating future goals.• Investigating and acting on weekly Term lists and cancellations for employees no longer with the company.• Wiping/updating/unlocking returned devices (iPhones/iPads/Tablets/Androids).• Recording and tracking all I-Device returned inventory.• Assigning and setting up loaner devices.• Retrieving old devices.• Tracking overages and changing plans to fit the users needs. • New winery acquisition transfers and planning including ports. • Gallo family ordering.• Adding/removing advance features and/or promotions for users.• SIM card activation for routers, wireless extenders, and micro cells.

Modesto

• Provided onsite and remote support and was responsible for troubleshooting and resolution of computer and mobile device hardware and diverse software applications, telephony, printers, VMUs, tablets, and kiosk issues.• Performed technical systems support, maintenance, and testing for proper upkeep of systems, and did troubleshooting to resolve system hardware, software, and system/network failures and conflicts.• I-phone and I-pad support and provisioning.• Printer support including troubleshooting and hardware replacement.• Researched and grasped technical information across multiple tools while talking with customers.• Assists in organizing, coordinating, and maintenance activities.• Installing/replacing ALL hardware on computer systems including motherboards, hard drives, and memory.•Created, revised and updated system documentation.• Monitors Service Now and consistently updates tickets daily with work performed and troubleshooting information. Migrating users from XP and Vista to Windows 7 platforms.• Fixing sync errors, viruses, reg edits, profile errors, software errors, and performing diagnostics.• Outlook setup and troubleshooting.• Re-imaging desktops and laptops.• Setting up computers and peripherals.• Hooking up, installing, and troubleshooting network and local printers.• Manual Migration from older OS’s.

Tracy, Ca

• Remote assistance.• Software Installations and troubleshooting.• Walking users through hardware installations. • OS support across multiple OS’s• System recovery.• System backup.• Server issues.• Incoming/outgoing phone support for VIP customers.

• Mentoring students• School by fund-raising• Charity work,• Organizing school activities• Maintaining a 3.5 GPA, Perfect attendance, and being a student leader.

Modesto, California, United States

• B2B Outside Sales• Marketing• Advertising• Closing sales

• Handling B2B accounts• Selling cellular phones• Upgrades• Open/Closing store• Taking cash to the bank each morning• Doing end of night paperwork• Putting cash into the safe• Cold calling• Advertising, Marketing, Follow-ups, Customer service.

• Training new employees• Selling upscale products in a retail environment• Customer service• Upselling high end equipment and add-ons• Follow up services• Hooking up audio• Cashing out cash drawers• Opening/Closing store• Learning/Teaching• Staying up on new technology• Marketing• Maintaining customer relationships

Computers, Troubleshooting, Hardware/Software, Networking, Server, Printer, 4.0

Activities and Societies: Student Diplomat (Student Council)Deans List.

Communication, Business

Activities and Societies: Business Major