Robert Papillo Email & Phone Number

Stony Brook Long Island

I have recently been released (RIF) from my role as Technical Project Manager of mapping and onboarding projects in the Easylink/ICC.net VAN environment within OpenText. My responsibilities include coordination of internal and external mappers, engineers, and support personnel on new customer implementation projects and ongoing maintenance and support of existing customers, particularly those customers in the Managed Services arena. In addition to tasks above, I directly support the mapping community in mapping, testing, production debug, and migration projects in both AI 3.1 and WTX Mercator 8.3. I am also responsible for Account Management and Billing functions for these customers.

Manage Operations and Technical Support departments for an EDI software and services provider specializing in the energy deregulation field. Responsibilities include management of operations and support staff on multiple shifts, workload analysis and prioritization, regulated testing, and new customer integration. Implemented the use of ticket management systems, and periodic customer contact and survey programs. Assisted in the design of a new operations center, disaster recovery plans, and developmental change management procedures.

I worked 2 days a week with Rich Vettel on a variety of B2B implementation projects. In this role, my responsibilities include Trading Partner analysis and map specifications, remote client software installation and maintenance, client support, new code testing, implementation testing, and documentation for all on WebOffice ERP system.

Managed a 24x7 Customer and Technical Support department with a staff of nine specialists on three shifts. Was responsible for the resolution of all customer and technical issues in a fast-paced Value Added Network setting. Initiated the use of job ticketing systems, call recording and monitoring, custom contact procedures, incident reporting, and root cause analysis. Was also responsible for salary and budget management, performance appraisal, objective planning, training, shift logistics, emergency preparedness, and change control.

Managed application systems development for internal clients across a broad variety of platforms, including mainframe, client/server, and web-based applications. Specialized in Facilities systems (inventory, distribution, warehouse management, mail systems, building maintenance) and contributed to many systems in the insurance and finance sectors. Principle responsibilities included direct management of programmers and analysts, systems design, implementation planning, and long-term maintenance. Prepared complex project plans, scope, charter, status reports, performance appraisals, personal objective plans, and other project related reporting as needed.

Information Technology

Studied Information Tech concepts, business analysis, business strategy, accounting, etc.

Associate Of Science -- It, Information Management, Design, Accounting, Mathematics.

Studied general Information Systems design and programming.