Robert Andersen Email & Phone Number

Glen Allen, Virginia, United States

Managed projects for incoming applications and application upgrades to the Mortgage Servicing line of business.Management of the creation of customer communications for Mortgage Servicing to include document creation, distribution and management of hardware.Information security central point of contact for Mortgage Servicing and administrator for over thirty different applications. Corporate administrator for several third-party applications used by line of business.Creation of technical documentation for use and administration of the applications used by the line of business.Level 2 support for all Mortgage Servicing applications, to include change, break-fix, testing and user support.

Richmond, Virginia, United States

Created company with two partners that focused on ITIL based service management, personnel augmentation and consulting services. Lead organization effort to determine office strategies, communications availabilities and ongoing strategic decisioning. Working with customer executive management teams to design and implement service strategies, improve service operations and governance with sustainable improvement methodologies.

Richmond, Virginia, United States

Liaison between Anthem’s technology, leadership and business groups. Using extensive background knowledge, providing leadership in defining issues, gathering information from disparate technical and business sources and providing solutions by leading Problem Challenge Teams Analyze applications for business, technical and process solutions for Anthem’s customer service and pharmacy lines of business to reduce volume of high severity incidents. Drove process improvement to lower MTTR (mean time to restoral) of applications within the defined space. Work with technical and business clients to lead resolution of technical and process issues within the organization. Created technical documentation for leadership and the Technical Operations Center (TOC) on a wide variety of server and mainframe applications using Microsoft Visio and Adobe applications.

Greater Tampa Bay Area

As a senior team member, participate in requirement gathering, analysis, break/fix and administration of the supported applications.Change planning and integration for the Bank of America call centers, worldwide, for supported application suites.Departmental knowledgebase administrator using Microsoft SharePoint. Knowledgebase consisted of VISIO architectural and network maps and technical documentation for multiple application suites. Interacted with clients, gathering and analyzing requirements for use in creating procedural documents that were used by both call center agents and support engineers. Analyze the supported systems for possible business solutions/bugs/upgrades for both total recording and QA environments in call centers. Work with technical and non-technical clients directly by designing, developing, and implementing web application, tools, and knowledgebase. Performed service management by documenting issues from initial reporting through break/fix, to any changes to application suites needed for resolution to root cause analysis. Provided feedback to service delivery leadership for possible enhancements. Administrated Verint’s Witness product over multiple Contact Centers and was corporate subject matter expert until sunset of suite for exclusivity of NICE platform. Designing and documenting application data flows for optimized performance and quality product. Supported environment of over three dozen disparate NICE systems across over 1500 individual servers for multiple call centers and lines of business, worldwide. Supported RMG Network’s SYMON suite of applications that displayed near real time call statistics to call center management and agents. Worked rotating on-call support as both primary and backup roles in support of after hours contact and change related activities.