Robert Ketcham Email & Phone Number

Lancaster, Pa

Responsible for all aspects of Data Center operations of 250+ nodes.Windows Server administration, including Hyper-V virtualizationLinux server users roles with web application management.Unified telephony (SIP/Trunking, PRI)Management of Office 365 Cloud exchange solution and license management.Cisco Meraki Firewall/Switch/VPN managementTier 1 Telephony Vendor management and service coordination.Break/Fix response for Alarm receiver communicationsActive Directory management and implementationGroup Policy Management

Lancaster, Pennsylvania Area

Be visible to answer questions. Monitors productivity of central station dispatchers and generates reports. Monitors calls to observe employee demeanor, technical accuracy, and conformity to company policies. Answers questions and recommends corrective services to address customer complaints. Communication and follow up to insure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions. Determines work procedures and expedites workflow. Maintains harmony among workers and resolves grievances with guidance from Human Resources, if necessary. Monitors queue and tracks inbound calls. Keep dispatchers aware of inbound calls (response times, calls waiting, abandonment rate, etc.) Motivates and encourages dispatchers through positive communication and feedback. Schedules existing staff to meet central station objectives. Provides feedback to Trainer about training programs for new hires and existing staff, and directly assists in training new employees.Develops contests, awards and themes that increase dispatchers’ loyalty and focus. Dispatcher performance reviews Tracks attendance of dispatchers to provide to Human Resources. Schedules regular meetings with team members and provides feedback to management. Monitors multiple internal electronic systems for proper operation to assure customers of continuous response to alarm activity. Reads alarm incidents off of receivers. Fields any equipment issues the dispatchers may have and routing them to IT, etc. Monitors and protects integrity of UL requirements for secured facility. Verifies alarm receiving equipment daily for proper operation according to UL requirements. Manually enter alarms into Bold system in an emergency situation. Check Bold functions to determine operation of systems. Handles confidential customer paperwork. Performs other functions as required for successful operation of the organization.

Performs scheduled and unscheduled maintenance on AGE. Inspects, tests, and operates AGE to determine equipment serviceability and proper operation. Diagnoses mechanical and electronic circuitry malfunctions using visual and auditory senses, test equipment, and technical publications. Removes, disassembles, repairs, cleans, treats for corrosion, assembles, and reinstalls AGE accessories and components. Services equipment with fuel, oil, coolant, water, hydraulic fluid, and air. Operates, cleans, inspects, and services AGE towing vehicles. Maintains vehicle forms. Provides dispatch service for AGE, including positioning equipment to support aircraft maintenance and flying operations.Diagnoses malfunctions and repairs AGE. Evaluates and performs troubleshooting on AGE before assigning repair action. Inspects and approves completed maintenance actions. Prepares AGE for storage, shipment, and mobility deployment. Solves repair problems by studying drawings, wiring diagrams and schematics, and technical publications. Uses automated maintenance system to monitor maintenance trends, analyze equipment requirements, maintain equipment records, and document maintenance actions. Analyzes and repairs ground support equipment using conventional and digital multimeters, voltmeters, ohmmeters, oscilloscopes, circuit card testers and hand tools. Performs battery serviceability checks. Stores, handles, uses, and disposes of hazardous material and waste according to local, state, federal, and host nation environmental standards. Establishes production controls and standards. Interprets and implements policy directives and instructions pertaining to maintenance, including environmentally safe maintenance practices. Determines resource requirements, including facilities, training, equipment, and supplies. Inspects maintenance activities, evaluates resource use, and recommends corrective actions. Determines equipment serviceability criteria when it does not exist.

Associate’S Degree, Computer Networking Technology

Designed to lead directly to employment in the field of information technology in roles such as network technician, network administrator.

Associate In Applied Sciences, Aerospace Ground Equipment Technology

Certificate In Full Stack Web Development, Full Stack Web Development Certification -- Computer Software Engineering