Robert Poston Email & Phone Number

Orlando, Florida, United States

Ft. Lauderdale, Fl

• Led a remote team of 17 Technical Support Engineers in Atlanta and Ft. Lauderdale, leading escalation processes within a high profile/mission-critical environment, managing an annual staffing budget of $2M• Effectively developed processes to improve efficiencies and collaboration between Front-line and Escalation Support teams, increasing accountability towards internal documentation, resulting in a 5% decrease in Escalation Rate and 7% decrease in Time To Resolution (TTR) KPI’s• Increased cross-functional team collaboration with Support Services, Product Management, Development, and Life Cycle Management (LCM) Engineering teams, leading to decreased Time to Resolution of Engineering Escalation cases• Effectively increased Escalation Case productivity by 9% and customer complaints to executive management by 4% by improving case workflow management and documentation processes for multiple products.• Proactively identified multiple single points of failure and reduced dependencies on Development Teams as a result of co-leading the Integration of Cloud Support Team into Citrix on-premise mainstream support processes• Served as the Program Owner for Citrix’s Global Microsoft Premier Support Contract, an enterprise support agreement valued at $500K, globally training 12 Citrix managers and influencing 100+ support engineers on system usage such as tracking technical labor• Spearheaded the cross-training of 10 engineers from LINUX to Windows-based technology products within 6 months, additionally developed comprehensive training plans for global teams

Charlotte, North Carolina Area

Ensured strategic customers received technical relief to business-critical IT problems quickly, achieving a consistent support experience across the globe, resulting in 90%+ customer satisfaction scores from several position levels• Established a proven history of rapid and accurate assessments and resolution of technically complex and often politically or legally sensitive issues• Organized and managed resources including Escalation Services, Field Engineering, Consulting, Product Development, Sales, Legal, PR, and Partners• Developed the technical resource matrix, action plan, and all communication streams, providing written internal and external executive management updates until resolution or remediation of critical issues• Assisted in the creation of Incident Post Mortems and provided ITIL/MOF and Microsoft “Best Practice” recommendations for future problem prevention

Charlotte, North Carolina Area

• Coordinated all worldwide support readiness efforts between Microsoft’s Commercial Technical Support (CTS) business, Premier Services, and Microsoft’s WW Enterprise Offerings team• Collaborated with CTS and Premier senior management on support policy changes, regular status reports, and mitigating potential service issues• Implemented support readiness and deployment plans for new support offerings designed to enable scale and support excellence• Launched worldwide enterprise offerings that generated $10M+ in revenue, including Premier 3rd Tier Support, Premier US National Support, Premier Mission Critical, and the Premier Data Warehouse program

Engage and mange critical technical escalations of Microsoft's global enterprise customers.

Charlotte, North Carolina, United States

• Expertly delivered enterprise-level technical support and consulting to Microsoft Premier Services customers within the US Department of the Army and Navy, ranging from 1K to 250K client seats• Responsible for recommending plans for Server and Desktop deployment, network and server optimization, Windows Active Directory management, disaster recovery planning, and network security, successfully assured customer satisfaction with Premier Services, establishing high-percentage YOY account satisfaction rate• Planned and executed architectural/infrastructure supportability reviews of Microsoft products and solutions for DOD customers, achieving a 95% renewal rate from customers, and growing accounts from $125 to $1M+• Collaborated with senior government officials and Procurement officers on new Premier contracts and contract renewals for U.S. Federal customers, contracts ranging from $65K to $250K

Charlotte, North Carolina Area

Day-to-day operational management of 22 direct reports. A brief summary of duties and responsibilities included the following: -Recruit, develop and retain employees-Communicate team, departmental and organizational goals-Provide monthly feedback and semi-annual performance reviews-Submit weekly, monthly and quarterly reports of team and business performance-Manage and measure performance of the team’s outsourcing partners-Serve as the customer’s advocate for all escalations-Budget and provide recommendations for best use of department funds-Analyze call volumes, labor and other key metrics for staff forecasting-Managed the Windows Server telecom call routing and scheduling processes.

Charlotte, North Carolina Area

Delivered technical support on MS enterprise server OS products. High technical proficiency and strong customer service skills led to a promotion to Technical Lead engineer (TL). TL duties included engineer mentoring, case review of front line engineer issues and escalation resource for technically complex or politically sensitive issues.

• Responsible for managing all aspects of Microsoft’s global TSANet programs, in alliance with numerous companies such as Adobe and Red Hat, collaborating with Executive leadership, Legal, and Sales Account teams to define support policies• Successfully developed and delivered TSANet training to 1K+ Microsoft support teams, influencing a total of 7K+ people throughout the organization on procedures and practices

Plano, Tx

Systems Analyst - Change Management Group (CMG). This department’s task was to provide detailed, long range planning and execution of all software revisions and maintenance to TI’s key mainframe systems. Primary duties included: Write and maintain JCL, MVS and Proterm script programming jobs for TI’s IBM mainframe systemsImplement mainframe security changes between TI’s main business divisions and TI’s Japanese joint-venture partners

Lubbock, Texas Area

Daily operation and routine maintenance of a 200 node, DEC 6310 VAX Cluster network Delivered PC HW/SW application instruction to university students, and faculty.