Robert M. Email & Phone Number

United States

New York, United States

• Charged with the task of onboarding all new clients from a technical perspective and documenting all aspects of the IT Infrastructure and process in all internal documentation areas.
• Use effective, precise, and professional communication with clients to determine timelines for onboarding their technical infrastructure in internal systems.
• Gather and disseminate technical documents related to, but not limited to, Network, Server, Virtual, phone, and Physical infrastructure.
• Meet with clients face-to-face in a professional manner to discuss IT procedures and processes and document in a scalable way into internal systems for engineering teams to follow.
• Meet deadlines related to Technical Onboarding
• Work with and communicate to the Customer Success Team and Client any issues related to Onboarding deadlines not being met and for what reason.

New York City Metropolitan Area

• Communicate with clients on-site to resolve technical issues and close tickets
• Serve as an IT lead for the client, be aware of their needs, assess trends, and make both proactive and reactive recommendations and changes
• Collaborate with internal client stakeholders and Coretelligent stakeholders
• Utilize strong knowledge of Windows desktop troubleshooting to assist clients with connectivity, printing, customization, user profile, and applications
• Provide strong Microsoft Office and Mobile Device troubleshooting to resolve client issues
• Perform Virus/Malware removal

Holmdel, New Jersey, United States

• Address and resolve all service requests
• Utilize all necessary resources within the company to resolve issues and retain customers
• Ensure that the quality of the service providers’ work is within client standards
• Maintain focus on customer satisfaction
• Build positive rapport with customers, Local Exchange Carriers, and co-workers
• Communicate effectively with customers via telephone and e-mail

New York, New York

• Maintained Cisco Jabber and WebEx hosted environments
• Configured hunt groups, auto attendants and dial plans
• Migrated 9000 users from WebEx and Cisco Jabber to Zoom Conferencing and Phone
• Administered Zoom environment for video conferencing and newly implemented Zoom Phone
• Handled all ServiceNow Incidents that were escalated to the Unified Communications Team
• Reduced Unified Communications Ticket queue by 76%

New York, New York

• Handled and resolve end user issues via telephone, incoming tickets and provided onsite support within SLAs
• Provided support for end users in Windows XP, Windows 7 and Windows 10 domain environments
• Communicated with team and management to facilitate correct answers to support questions
• Troubleshooted software, operating system, local area network, and hardware-related issues
• Participated in departmental and client meetings
• Assisted with departmental documentation (internal or external)

Bridgewater, New Jersey

• Created and maintained users and groups in Active Directory
• Configured Digital and IP Phones through Avaya Manager
• Provided support for desktop operating systems, hardware and peripherals
• Supported Poloycom and Cisco video conferencing equipment
• Cisco ACS administration for Wireless Client access
• Level 1 and Level 2 resolution in ServiceNow

Clients: Horizon Blue Cross Blue Shield

• Managed a team that was responsible for direct support of 7000 migrated users.
• Logged and communicate migrated user issues and provided daily status reports to Program Manager
• Preformed Knowledge transfer to onsite support staff
• Provided feedback and information for FAQ and “How To” documentation for end users
• Tested coexistence functions between Outlook and Lotus Notes
• Confirm that Outlook and Lync clients had been installed for end users

Clients: JP Morgan Chase, Alliance Berstein, Prudential, BBDO

• Setup new machines, including iMacs, MacBooks, Dell and Lenovo laptops
• Supported mobile devices (iPhones, iPad, Android and BlackBerry)
• Imaged desktops and laptops using SCCM
• Monitored ticket queues in Remedy
• Added users and machines to domain application groups via Active Directory
• Activated and configure blackberry handsets on enterprise server