Robert Richie Email & Phone Number

Houston, Texas

Senior Business Analyst at U.S. Legal Support

Houston, Texas Area

Worked extensively to prioritize and document software improvements for desktop, web, and mobile applications relating to drilling data visualization and reporting. ● Maintained and prioritized a backlog for multiple products with input from various stakeholders● Detailed use cases and test scenarios for each product addition or improvement● Reviewed priority and established roadmap to meet needs of internal business users and external customers● Communicated with operations and sales offices to identify areas of software improvement● Evaluated usage metrics to identify high-use for focus of improvement● Developed requirements for new product development of updated web application for external customers

Worked with business, sales, and development teams to determine use cases for software improvements to our products. ● Produced internal documentation of requirements for development to meet the requests of end users● Evaluated the implementation of the changes and provided feedback● Verified the applications meet the requirements● Worked with sales and business teams to address customer concerns● Worked with support teams to identify issues and solutions

Supervised a team of four employees responsible for the daily tasks of monitoring, reporting, and troubleshooting performance drilling related tools ● Managed employee scheduling to ensure full coverage● Worked on training new employees in the position● Reviewed tasks with employees to improve quality of service● Implemented automation of reporting for more consistent results and easier review

Supervised a team responsible for implementing documentation, monitoring, and evaluation of advanced drilling tools ● Worked with technical teams to establish standards for commissioning of equipment related to performance tools for drilling automation● Monitored and reported on usage and issues with the system● Provided troubleshooting for performance and usage of the system

Provided advanced support for drilling software and equipment. Served as escalation point for junior technicians. ● Implemented system for reviewing technicians work and providing feedback for better service on calls● Provided more detailed knowledge on the products to assist in more difficult issues● Assisted external engineering and software development groups in identifying recurring issues for future improvement

Provided phone support for drilling software and equipment for various drilling rigs within U.S. and international. ● Support any networking, sensor, or software issues via remote troubleshooting or walking the client through steps.● Record information about troubleshooting steps and provide documentation for tracking and reporting