Robert Last Email & Phone Number

Cleveland, Oh, Us

Cleveland, Oh, Us

Washington, D.C., Us

-Responsible for the Global L2/Admin Support

Responsible for all aspects of providing end user IT support to Inogen's 1,200 employees at all Inogen facilities worldwide.

Just finished a rough draft of my latest book, "Why Quality Programs Fail in IT!" Yeah! Now comes the editing & rewriting; sometimes that's worse than the writing itself😉. It's time to switch gears for a while & work on my novel, "The Extraction."

Managed the work of the 24/7/365 support desk; staffed by an operations manager, 6 team supervisors, a training team and a staff of 40 supporting 248 travel centers and 232 C-Stores, serving the trucking industry and motorists.

Independent consultant, researcher, and writer in the service desk, contact center and customer service market.•Developed a BYOD support plan for two mid-sized software publishing firms•Assessed & recommended changes to an IT support center’s support policies, processes & procedures manual•Drafted & refined a Mobile Support Plan for a mid-sized business with a national sales force•Delivered 2 a customer service training classes (1-day) on cross-cultural communication for a 25-seat IT support center•Revamped a metrics program for a 35-seat, 24/7/365 ITIL service desk•Developed a call center QA program for a 25-seat call center; including criteria development, the QA form, calibration approaches, agent training & program analysis•Presenter for the Fall 2012 CCA Online Summit on Using the Balanced Scorecard in a contact center environment•Presenter & panelist for the Spring 2012 CCA Online Summit on contact center QA programs•Completed the first draft of the Contact Center Association (CCA) book, How to Manage a Quality Assurance Program for the Contact Center•Completed the first draft of the CCA Professional Development Series (PDS) series book, The Future of Social Media in the Contact Center

Responsible for assisting in the delivery of original survey research as well as developing qualitative research relating to the contact center industry.

Us

I was the caregiver to my mother who was recovering from cancer and a stroke.

Mayfield Heights, Oh, Us

Directed the operation of two product support groups serving 400+ customers using both telephone and email support. Managed a staff of 12 people and a budget of $1 million supporting a complex, SQL-based transportation-dispatch software.

San Diego, California, Us

Consulted with over 30 customer organizations to improve call processing models, problem solving & troubleshooting tools in the software publishing & help desk markets.-Consulting team member for two support center reengineering projects that implemented a real-time support model-Certifying instructor for the Certified Support Professional (CSP) program-Principal writer, SupportSense Booklet Series-Trainer for skills classes: *Professional Software Support I*Professional Software Support II*Problem Solving & Troubleshooting for Help Desks*Support Services Career Certification (S2C2) program

M.A., History-American

Certified Support Center Director, Customer Service And Support In A Technical Environment

Certified Support Center Manager, Operations Management And Supervision

B.A., Urban Studies

Knowledge Centered Service-I, Knowledge Management

Itil Foundations Certificate, Version 3, Itsm

It Infrastructure Library, Itil Version 4