Robert Jamerson Email & Phone Number

Clinton, Mississippi, United States

• Manage, day-to-day service desk operations, supervise 40+ direct and indirect reports. The service desk is responsible for supporting over 8000 end-users across the world• Conceptualize and facilitate service desk short-term and long-term projects, directed towards the optimization of Service Desk applications to meet contractual Service Level Agreements (SLA). These projects have led to the improvement of KPIs such as average handle time and call abandonment rate by up to 35% • Create daily, weekly, and monthly metric reports modeling KPI and SLA data for key stakeholders • Facilitate ITIL best practices to solve problems, enhance productivity and ensure proper utilization of resources• Develop new strategies and IT procedures to increase efficiency, enhance workflow, and improve customer satisfaction

Clinton, Mississippi, United States

• Led team of technical specialists addressing issues of data management, performance requirements, and integration of technologies and services.• Spearheaded development and testing initiatives of new technologies for Service Desk enhancement • Created automated scripting solutions to monitor SLAs and ensure that they are continually met• Served as liaison between customer and application developers to express key concerns and create customer stories for application development• Provided subject matter expertise in design methodologies, data analysis, cost-benefit analysis, benchmark methodologies, and/or specific complex applications

Clinton, Mississippi, United States

• Provided Tier I and II technical support for users in the areas of e-mail, databases, file servers, document management systems, standard Windows desktop applications, and specialty applications developed under the contract• Engineered solutions for unclear problems and issues which required some analysis to understand and resolve• Developed, maintained, and executed standard Help Desk operating procedures

Starkville, Mississippi, United States

• Planned, developed, and implemented information technology-related academic services• Conducted organization-wide training needs assessment to identify skills or knowledge gaps that needed to be addressed• Maintained curriculum database and training records• Created informative surveys to gather feedback from trainers and trainees after training sessions

Starkville, Mississippi, United States

• Repaired, purchased, and sold mobile phones, laptops, desktops, and other electronic devices• Negotiated with customers and vendors to reach satisfactory terms for both parties• Provided On-Site customer service and sales support• Solicited sales of new or additional services or products• Conducted equipment installations, cleans and preventive maintenance

Starkville, Mississippi, United States

• Advised towards developing long-term strategies and capacity planning for meeting current and future organizational software and hardware needs• Collaborated with technology team members to ensure efficient operation of the organization’s desktop computing environment• Supported the development and implementation of new computer projects and hardware installations• Engineered, installed, and tested customized equipment configurations based on various platforms and operating systems

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor Of Engineering - Be, Computer Engineering

Education record

Education record