Robert Kirby Email and Phone Number

• Manage mobile solutions for enterprise software, including software installations, while overseeing the expansion of the SaaS customer base into UK, EU, and Canadian data centers.• Provide project management services for onboarding new hosted and migrating customers and assist in the rollout of new products from development to deployment.• Develop, document, and refine workflows, processes, and procedures to enhance data center growth management, improve SaaS project tracking, and implement critical incident management and RCA processes.• Collaborate with departmental managers to define and document process improvements, and manage customer escalations, ensuring prompt resolution.• Oversee license key creation for managed applications, while engaging with all levels of staff and customers, from frontline employees to senior management.

M5 CUSTOMER CARE MANAGER, ASSETWORKSMay 2017 - May 2024• Managed customer care operations for an enterprise fleet management software system, leading a team of 14 functional and technical staff and overseeing mobile solution support, including software installations.• Drove a 25% growth in the SaaS customer base, expanding into UK, EU, and Canadian data centers, and achieving a 300% increase in server capacity.• Provided project management services for new hosted and migrating customers, while expanding the Customer Care Organization internationally with the addition of UK and Ireland clients.• Processed an average of 5,500 to 6,000 tickets annually, reducing the backlog from over 1,400 to 230-260 open tickets, and implementing ITIL incident management and RCA processes.• Collaborated with departmental managers to define and document process improvements, establishing new service level objectives (SLOs) and best practices for ticket management.• Managed customer escalations, license key creation, and worked with stakeholders at all levels, while developing and delivering training processes and materials for both internal and external staff.• Leveraged extensive experience with ticket management software, including Zendesk and JIRA, to enhance operational efficiency.

• Manage an extensive environment of over 200,000 IT assets, ensuring comprehensive oversight and accuracy.• Achieve a 20% increase in asset ownership through targeted initiatives and effective engagement with asset owners.• Utilize data analysis and IT Asset Management (ITAM) processes to identify and verify asset owners, ensuring proper accountability.• Educate asset owners on updating ownership and component information in the asset tracking system, improving data accuracy.• Lead the decommissioning process for underutilized and obsolete assets, optimizing resource allocation.• Conduct data cleanup across peripheral systems to maintain the accuracy and reliability of asset information in the tracking system.

• Led the organization's RCA/Problem Management process, reducing RCA delivery time from 15 to 5 days and improving on-time delivery by 50% amidst a 200% increase in RCA requests.• Reduced problem resolution time by 48% despite a 302% increase in problem tickets, demonstrating effective management of growing operational demands.• Managed the development and implementation of IT Service Management (ITSM) processes, including Service Requests, Change, Incident, and Problem Management, aligning with ITIL standards and enhancing service delivery.• Spearheaded multiple IT projects, including the upgrade of the ticket tracking system, Windows 2000 server retirement, and desktop/laptop delivery process improvements, significantly reducing lead times and enhancing operational efficiency.• Developed and standardized IT asset disposal processes and ticket documentation using ITIL/ITSM frameworks, establishing Service Level Objectives (SLOs) and metrics for continuous improvement.• Provided 24/7 on-call support, ensuring PCI compliance, and training IT staff on SCCD ticketing and Cognos reporting tools, while facilitating interactive video conferencing across multiple office locations.

• Led the implementation of Amtrak’s new hire onboarding initiative in collaboration with the Human Capital Team, reducing onboarding time from 6 weeks to 3 days.• Managed and developed performance metrics to track IT handling, incident impacts, RCA/Problem Management, and Change Management processes for the CIO's IT Operations Meetings.• Oversaw the enterprise-wide deployment of Windows 7 and Microsoft Office 2010, completing it 30 days ahead of schedule, and consolidated helpdesks into a unified support team of 20 staff.• Spearheaded the creation of customized reports using DB2, SQL, Microsoft Access, and Excel, and served as the lead trainer for the Cognos report writing program.• Restructured the Enterprise Change request process, reducing entry time from 4 hours to under 20 minutes, and managed a 24/7 Helpdesk providing comprehensive IT support.• Acted as the technical lead for web-based CIO Town Hall Meetings, developed and trained staff on Blackberry Enterprise Server administration, and provided high-priority support to all users, including VIPs.• Conduct data cleanup across peripheral systems to maintain the accuracy and reliability of asset information in the tracking system.