Robert Thomas Email & Phone Number

I am currently a Service Delivery Engineer for AppRiver/Zix/OpenText. I have been here for four months.While I'm still learning about what I do, I have this sense of it so far: we process requests relating to the ordering, cancelling, or management of cloud licenses, subscriptions, and services between ourselves and our Partners. We use a combination of Oracle, Genesys, Teams, and e-mail to communicate these issues. If and when a Partner reaches out to us, it is because they need help doing something. We help them, then, and both educate them on the topic and on what needs to be done. The role is a mix of customer service, IT, and discovery, and requires the engineer to translate confusing problems into digestible solutions for an audience ranging from decades-long IT professionals to mom-and-pop business owners that need help with Microsoft Office. It feels a lot like paperwork management, and helping folks process their paperwork--and I like that. I was an Inventory Analyst for Best Buy prior to this. Inventory Analysts (or SWATs) are the intersection between people and inventory movement. We monitor both, and when we do encounter mistakes, we investigate, identify who did what where, and attempt to teach out a better way, to minimize future mistakes, and to make the customer experience as seamless as possible. That's what I do. I love doing it. And when I do it, it's my hope that the customer won't ever realize there was even an issue.

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  University Of West Florida

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