Robert Werden Email & Phone Number

Kansas City, MO, US

Collaborative Partnering | Creative Property SolutionsDriving Growth | Enhancing Efficiency | Elevating Standards | Building Relationships | Optimizing Processes |

Monroe, LA, US

• Led enterprise-wide high severity outages to resolution working with key stakeholders through customer service level agreements (SLA) on mission and business critical applications and IT infrastructure.
• Analysis of matrixed communication and process gaps from an ITIL perspective, provided matured recommendations; facilitated process maturement phased implementation.
• Obtained monetary buy-in and approval to schedule the implementation of long-term resolutions and proactive measures for infrastructure issues.
• Change-Management Advisory Board (CAB) member
• Capitalized on HP Project and Portfolio Management HP (PPM) software program and the ITSM change management tool to process solutions using the ITIL methodology.
• On-call and liaison, communicated with executives via verbal and written notifications and reports in a timely manner.

Monroe, LA, US

• Built high-performance teams managing the interdepartmental project activities in a matrix environment.
• Simultaneously managed multiple projects of varying complexity within IT Infrastructure & IS Programs; ensuring they stayed on schedule and within budget constraints Partnered with various IT departmental teams and.
• Managed project efforts to separate the Embarq Surveillance team from the Sprint team for the Embarq company branch-off.
• Managed efforts to design and implement an Event management center; responsibilities included site location, furniture, phone system, and network build.
• Visio process flow development for the Service Catalog system which allowed a more linear and thorough flow for application monitoring procedure adherence and overview.
• Managed end to end development process and all aspects for IT infrastructure Monitoring and Capacity planning.

Overland Park, Kansas, US

• Process analysis, development and Maturity
• Developed Visio process flows used in technical writing and analysis for troubleshooting and escalation support for Call Center Services and Application Mission and Business Critical transaction monitoring
• Created Technical Documents regarding various equipment and procedures used in numerous platforms such as Operator Services, Telecommunications Relay Services, Sprint Conference Line and PCS.
• Performed platform and event correlation for alarming with all areas of IT infrastructure including Call Center Services, Network Data, Network Voice, and Applications
• Communicated Event information to top level executives
• Directed high priority troubleshooting and escalations during IT failure events

Overland Park, Kansas, US

• Performed Tier one troubleshooting and monitoring for Sprint Telecommunications Relay Call Center Platform equipment, Sprint PCS Call Center equipment, Sprint Local and Long Distance Platform equipment
• Project managed the Development and maintenance for support procedures and policies
• Project managed the development of the training program for new hires with the Call Center Services group.

Overland Park, Kansas, US

• Tier one troubleshoot and monitor PCS, Sprint local and long distance WAN, Sprint World Headquarters LAN, Sprint Nationwide Servers, and Sprint Nationwide PBX / Voice LAN network

Modern Applications Development

Business Administration Professional Program - Project Management & Lean Six-Sigma Green Belt

Bachelor Of Science (Bs), Computer Science