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.

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.

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.

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.
• 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.

• 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.
• 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.

• 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.

• 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.

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.

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.

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.

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.

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.

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