Robert Maple Email & Phone Number

Charlotte, North Carolina, United States

• Drives Success & Support Delivery ROB for Customer Solutions, workloads, initiatives, and Team.• Directs top-level account coverage and Leads Consumption planning in strategic alignment with Customer outcomes and mission.• Based on my Leadership, Orchestration of team while instituting process modifications grew accounts by as much as 55%, decreased incident-based activity by 70% while aligning to Customer outcomes and strdegy. • Leading from a Diversity and Inclusion perspective able to drive team toward Customer outcomes improving CSAT and overall delivery.• Led from a Growth mindset leading a team to modernize Customers environment optimizing and introducing new process leading to $500K of incremental renewal and $3M based in Power Apps.• Leading Business Metrics and development, review, coach and communicate ensuring individual and team targets are met and exceeded. • Leadership role supporting Partner and Executive Sales/Account staff responsible to grow support business.

Charlotte, Nc

• Responsible for driving growth by 50% by delivering added value to customer’s environment.• Lead role in driving renewal strategy and resourcing leading to a 275% growth to 1.5-Million- dollar contract to include Azure and Cloud services• Responsible for driving growth from 33%-400% by delivering added value to customer’s environment.• Leading and contributing in multiple community activities impacting internal team and customers worldwide. • Leading cross functional teams in identification of Proactive solutions mapping to customer business On-Prem and Cloud based needs.• Developed new relationships to include CXO level relationships across all accounts.• Supporting my peers Accounts helping to maintain 100% customer satisfaction.• Providing Mentorship guidance to more junior TAM’s.• Responsible for initiating Private Cloud Management and Virtualization Deployment Planning Service representing an 11 million cost savings to Raytheon.• Americas Enterprise Services MVP Award Winner Public Sector.• Nominated for “Good for the Business” recognition award.• 2016 Microsoft Circle of Excellence Top Award Recipient.

Charlotte, North Carolina Area

• Manages a diverse and complex scope of support issues. Solve complex support issues effectively. • Manages/leads critical support escalations, often including multiple internal and external support teams and often with visibility to internal and external leadership teams.• Assesses customers’ risks and needs and recommends appropriate Service and Cloud offerings to proactively address.• Documents recommendations formally via service delivery plan and presents to customer and virtual account team unit. • Manage the delivery of recommended/agreed-upon services to achieve high customer satisfaction and trust.• Leads sharing of best practices with team community. Consistently establishes and maintains working relationships with internal support delivery teams, customer support teams, customer contracts and materiel representatives. • Frequently establishes and maintains relationships with Field Sales and MCS to execute on a service account/delivery plan.

Charlotte, Nc

• Lead and drive Operations of the Office 365 Dedicated 24*7 Service Delivery Team.• Manage Team & Partner Relationships collaboration activities and communication across multiple service centers resulting in new automated processes reducing MTTR by 5% and increasing cross collaborative satisfaction to 91%.• Delivered World Class Incident Management in support of Microsoft Cloud Services.• Responsible for driving a 15% increase in team Service Quality by defining and driving strategy, process leading to higher standards.• Define, Communicate and Drive on key performance indicators leading to a 20% reduction in time to communicate to customer.• Drive the Microsoft Enterprise strategy for O365 resulting in new team standards and goals.• Improve Innovation and Automation resulting in reduced costs.• Lead multiple customer facing and internal Critical Situation bridges leading to a 5% reduction in MTTR.• Developed and maintained trusted advisor relationships with key customer account teams.• Lead from the front through engagement and assignment of clear ownership.

• Lead and drive Operations of the Office 365 Dedicated 24*7 Service Delivery Team.• Manage Team & Partner Relationships collaboration activities and communication across multiple service centers resulting in new automated processes reducing MTTR by 5% and increasing cross collaborative satisfaction to 91%.• Delivered World Class Incident Management in support of Microsoft Cloud Services.• Responsible for driving a 15% increase in team Service Quality by defining and driving strategy, process leading to higher standards.• Define, Communicate and Drive on key performance indicators leading to a 20% reduction in time to communicate to Cloud customer.• Drive the Microsoft Enterprise strategy for O365 resulting in new team standards and goals.• Improve Innovation and Automation resulting in reduced costs.• Lead multiple customer facing and internal Cloud Critical Situation bridges leading to a 5% reduction in MTTR.• Developed and maintained trusted advisor relationships with key customer account teams.• Lead from the front through engagement and assignment of clear ownership.

• Managed in house service desk personnel and operations, on site engineering personnel, scheduling.• Created Managed Services policies and procedures to enable higher delivery of customer service goals.• Meet with customers to establish expectations and customer service levels.• Participated in customer facing meetings to assist PM in creation of SOW.• Through MOF guidelines responsible for the establishment of SLA’s and OLA’s.• Participated, developed, and assisted in Change management policies and procedures.• Developed and ensured the compliance of Service Level agreements for Managed Services offerings.• Create, develop, maintain documentation, and define internal procedures for Customer expectations.Software used: SharePoint 2003, Connect Wise ticketing system, Microsoft Operating Framework

• Managed and monitored all incoming trouble tickets and helpdesk phone.• Created Service Level Agreement policy to help manage and prioritize call queue.• Projected, planned procurement for future required resources to ensure SLA requirements were met.• Followed up with end users to ensure completeness/satisfaction of service.• Tracked problematic trends in helpdesk and developed corrective action while alerting staff.• Managed and administered enterprise level software for all network devices.• Created and modified public folder structure in Exchange.• Installed, imaged, configured software, Linux firewalls and remote connectivity on servers/workstations.• Responsible for the purchase of all information systems and telecom equipmentCommvault Backup Administrator:• Installed Galaxy Backup Agent on Windows/Linux clients.• Installed CommCell Console on workstation for easier Backup administration.• Installed SQL Backup Agent on SQL servers, thus enabling backup of SQL Databases.• Responsible for creating and updating scheduled policies as end user requirements changed.• Restored data to its default location or secondary location at request of management.• Setup scheduled Vault tracker policy to export tapes from libraries for purpose of off sighting tapes.

Installed Galaxy Backup Agent on Windows/Linux clients.* Installed CommCell Console on workstation for easier Backup administration.* Installed SQL Backup Agent on SQL servers, thus enabling backup of SQL Databases.* Responsible for creating and updating scheduled policies as end user requirements changed.* Restored data from particular times to its default location or secondary location at request of management.* Setup scheduled Vault tracker policy to export tapes from libraries for purpose of off sighting tapes.Software used: Win 2000/XP/2003 Professional/Server, Active Directory Administration, TCP/IP Protocol (DNS,DHCP,WINS), Solaris, Linux, Virtual Network Computing, WinNT server/workstation, MS Exchange 2K/2K3, Blackberry Enterprise Server,MS Outlook, Norton antivirus, Trend Antivirus, SQL Server/Tools, Veritas Backup Exec.Comm Vault Backup.

Managed and monitored all incoming trouble tickets and helpdesk phone. * Created Service Level Agreement policy to help manage and prioritize call queue. * Projected and planned procurement for future required resources to ensure SLA requirements were met. * Followed up with end users to ensure completeness/satisfaction of service. * Tracked problematic trends in helpdesk and developed corrective action while alerting staff. * Managed and administered enterprise level software for all network devices. * Created and modified public folder structure in Exchange. * Installed, imaged and configured software and Linux firewalls and remote connectivity on servers/workstations. * Responsible for the purchase of all information systems and telecom equipment.

Responsible for all daily administration functions related to systems maintenance and management.* Verified and troubleshot successful completion of backups.* Added more functionality by installing additional license on Backup server.* Produced media reports for management review and follow up.

Manage up to fifteen help desk staff members to ensure proper procedures are followed for customer needs. * Improve Customer Service through implementation of new policies and guidelines, streamlining backlog by 300%. * Responsible for training needs assessment and training provisioning for Tier 1 and Tier 2 staff. * Monitor daily staff performance based on real time reporting tools to provide guidance, thus facilitating overall increased customer satisfaction. * Present at both daily and weekly management meetings informing senior staff of progress and problem areas. * Responsible for staff and project needs, facilitating with Human Resources and other levels of Management. * Manage project staffing to include recruiting, interviewing, and hiring qualified candidates for open positions; as well as taking appropriate coaching and corrective action with staff members who are not productive. * Utilized ITIL Best practices to create a single point of contact into the service center which greatly improved the Triage and tracking of all helpdesk tickets. * Established clearly defined escalation points as defined through ITIL practices thus delivering a higher level of Customer service. Software used: HEAT Call Logging, Alert Monitor, and Reporting tools, Citrix, GroupWise 6, Novell Console One, Active Directory Management, SharePoint.

Managed on-site helpdesk tasks and support personnel at multiple client sites in 10,000 user community.* Maintained 100% SLA (Service Level Agreement) through help desk management.* Generated reports to identify potential problems and develop corrective action.* Evaluated and matched personnel capabilities to open requirements, meeting required deadlines satisfactorily.* Developed strategies to increase enthusiasm of departmental personnel.* Consulted with client and senior management to report on strategy and operational decisions and progress.* Provided desktop/workstation and laptop support to a wide range of clients.

Initiated and conducted presentations directly to client regarding status updates and personnel matters.* Lead Engineer responsible for the conversion of several client sites from Novell to Windows NT network.* Managed in house/on-site personnel in accordance with procedures and goals of the project.* Interviewed clients to ascertain their needs and develop solutions to meet their goals. * Reorganized and implemented new procedures for in-house Technician Room.* Participated in Helpdesk in support of 1800 end user community, for all hardware and software needs.Software used: WinNT Workstation, WinNT Server, Windows 95, DOS, Terminal Server, MS Exchange, NetWare 4.X, NW Admin, Tivoli, MS Outlook, Macintosh, Citrix-MetaFrame, LotusNotes.

Trained and developed new hires in process of manufacturing personal computers.* Installed, configured, and tested all hardware and software per client requirements. * Created and implemented quality control standards. Software used: WinNT Workstation, WinNT Server, Windows 95, DOS, Windows 3.1.

Certification, Computer

Activities and Societies: Certification Computer Electronic Engineer

Ba, Bachelor Of Arts In Sociology /Minor In Psychology

Associate Degree In Liberal Arts, Liberal Arts