Robert Kapischke Email & Phone Number

Promoted due to exemplary performance.Works closely with Infrastructure and Applications teams to proactively identify network and application issues.Escalation point for second level issues.Owns issues until resolution.Mentors and trains new and existing junior employees.Assists and monitors new hire activities and inventory management.Coordinates.

Voorhees Township, New Jersey, United States

Winner of Stellar Performance AwardSupports end users in diagnosing and resolving hardware and software involving Windows 10, Citrix and the eCW EMR sytem.Participates in on site support as needed.Images and deploys computers as needed.Organizes and manages IT knowledge baseActs as trainer, mentor and focal point for team and new hires.

• Effectively interfaced with customers, providing quality support in resolving problems and answering questions about network issues and customer workflows in relation to customer's Xerox MFD printer devices. Served as.
• Assisted customers, as well as in-field customer service engineers, with hardware, software, network configuration, and computer issues including digital imaging, advanced job configuration in applications, driver.
• Exceeded all metrics for closure, customer follow-up, and problem resolution rate.
• Authored and supported a vital RSS Quick Resource Guide - a collection of valuable resources not available in existing resource content, for standard use by agents around the globe.
• Improved processes and provided robust training to over 100 fellow agents in order to reduce learning curve and equip team members with knowledge and tools needed to perform duties.
• Acted as a workgroup leader to facilitate information sharing monthly meetings to ensure all members have access to the latest problem sets and solutions resulting in members exceeding targeted 50% solve rate.

• Acted as second level support focal point and interfaced with both direct customers and service engineers to resolve hardware, software, and network issues in timely fashion. Facilitated training and provided feedback.
• Instituted conference calls for sharing information across the East Coast; acted as lead specialist and facilitator, and encouraged participation from all members.
• Supported technicians and mitigated incomplete calls due to lack of software or documentation errors by 20% by creating a master hard drive that contained all supported products (general release and patch levels).
• Spearheaded the installation of a critical security flaw patch on all devices by successfully coordinating with support teams to identify and list devices requiring the patch.
• Successfully won and secured customer twice with a value of $500k by expertly identifying undocumented settings on devices to allow jobs to print correctly.
• Notable recipient of esteemed “Customer Heroes” Award, Silver Award, Gold Award, and President’s Club.

Associate Of Applied Science - Aas, Computer Technology/Computer Systems Technology, 4.0 Gpa

Awarded honor of Permanent President's list.

Electronics